IT Desktop Support Analyst

We are looking for an experienced Level 2 IT Desktop Support professional to join our team of five on a 6-month fixed contract term. This role will provide Level 1 and 2 application and endpoint support to 320 staff in the UK and across eight other global locations.

Key Responsibilities

• Work with other members of the Desktop support team located in the UK, Singapore and Hong Kong to record, triage and respond to incidents and service requests remotely and in person across eight global offices.
• Assist and mentor members of the team to provide quality solutions for end-users.
• Record and manage incidents and service requests delivering effective solutions within service levels.
• Working as part of a team to manage and maintain all end-user devices deployed at home or in an office.
• Onboarding of local and global joiners, movers and offboarding leavers.
• Ensure that end-users devices are up to date with security patches and secured using Microsoft Intune, Defender Qualys patch management solutions.
• Assist with the setup (video conferencing etc) of rooms for meetings, town halls and board meetings.
• Provide Level 1 and 2 support to staff during and out of offices hours either individually, or as part of a rota as required.
• The IT Team have a weekly rota to check for quarantined email messages throughout the week on a paid basis.
• Assist with hardware and asset procurement.
• Actively participate in the office move scheduled for Q3, 2025 to ensure desks and facilities are setup and operational and supporting users throughout the process.
• Work with Service Desk Manager and Infrastructure team in co-ordinating and delivering project activities requiring user and end point readiness (office move project, hardware and OS refreshes).

The responsibilities listed are not exhaustive and may be subject to change.

Person Specification

Knowledge/Experience

• A minimum of 3 years + experience in a hands-on Level 2 IT Support role, demonstrating strong technical troubleshooting skills across a broad range of hardware, software and networking issues.
• At least 2 years of exposure to, or involvement in Level 3 support environments – including working with infrastructure teams, contributing to complex issue resolution, or participating in escalated support scenarios.
• Experience of working in an ITIL environment delivering quality solutions within agreed service and operations level agreements.
• In-depth knowledge of the following technologies is essential:

• Desktop, Laptop, VDI and Printer installation, imaging and configuration and support.
• Using and supporting Microsoft 365 products including Word, Excel, PowerPoint, OneDrive and Teams.
• Using and supporting Microsoft Teams Phones systems and Teams Meeting Rooms with Desk handsets, Mobiles and softphones.
• Managing users and groups through Microsoft Entra.
• Enrolling and managing Windows and IOS endpoints through Microsoft Intune including the packaging and deployment of apps.
• Managing and monitoring users and servers using Citrix Director and Management Studio.
• Windows 11 operating systems on desktops and laptops.
• Apple IOS, DEP deployment and management.
• Software deployment and license tracking across Intune, Asset Inventories.

Qualifications/Education

• Further education such as A Levels, BTEC Diplomas in IT or Computer Science related field desirable.
• Relevant industry-recognised certifications from leading IT vendors such as but not limited to Microsoft (365 and Azure related), CompTIA (Network, Security+) essential.

Team Player – an awareness and willingness to work as part of a team is essential e.g., readily contributing to team initiatives and responding positively to requests for help.

Interpersonal skills – develops positive relationships with a wide range of people and ability to quickly build credibility and enhance the user experience with internal staff.

Communication – Ability to communicate at all levels effectively and clearly, quickly assimilate information, establish key issues and to record and assign appropriately.

Planning and organising - Plans and organises time effectively. Achieves targets and deadlines and copes well under pressure.

Problem solving – Ability to work on own to troubleshoot issues by establishing the facts, analysing, and solving logically in a timely manner.

Challenge – Challenging the status quo and actively looking at ways to improve the user experience through more efficient and reliable solutions.

Accurate / detail orientated – take pride in their work and can work accurately with detailed information and work to deadlines and/or key milestones.

Reliable and punctual – consistently punctual and dependable in both their attendance as well as in their work.

About Us

Tindall Riley manages three insurance businesses. The Britannia Group (Britannia P&I), a mutual club that provides protection and indemnity (‘P&I’) insurance and freight, demurrage and defence (‘FD&D’) cover to shipowners and charterers around the world. The Griffin Insurance Association Limited (Griffin), an insurance mutual that provides professional indemnity insurance to broking firms and MGAs around the world. The Wren Insurance Association Limited (Wren), an insurance mutual that provides professional indemnity insurance to architectural practices operating in the UK and overseas. Today, we employ over 300 people globally across 9 offices and have a shared commitment to providing exceptional insurance services for our Members worldwide. We can offer you a competitive salary and a varied benefits package. We have a hybrid working policy, three days from the office and two days remotely. We are proud of our friendly workplace culture, where we offer ample opportunities to socialise and prioritise wellbeing. We are committed to the equal treatment of all current and prospective employees. We aspire to have a diverse and inclusive workplace and strongly encourage suitably qualified applicants from a wide range of backgrounds to apply and join Tindall Riley.