Service Desk Analyst

We are looking for a Service Desk Analyst professional to join our London office. You will play a key role in supporting our business by ensuring colleagues across our global offices receive timely and effective technical support. Reporting to the Service Desk Manager, the role is based in our London office. You will be part of a collaborative team of four Desktop Support Analysts based in London, Singapore and Hong Kong, providing Level 1 and 2 support services to 320 staff across our offices in London, Hong Kong, Singapore, Japan, Europe and the United States. This is a hybrid role with a minimum attendance of 3 days a week (Tuesday, Thursday and one other) in the office, and other days if required including some Out of Hours support.

Responsibilities

• Work with other members of the Service Desk Analyst support team located in the UK, Singapore and Hong Kong to provide excellent customer service with a focus on the end‑user experience.
• Following industry standards and best practice, record, triage and resolve Level 1 and Level 2 incidents and service requests within established service levels.
• Provide support to staff via phone, email, in person and remote support solutions.
• Provide Out of Hours support as required on a shift or rota basis, including quarantined email checks. OOH support includes paid overtime.
• Deploy, support and maintain endpoints such as laptops, desktops, mobile devices and printers.
• Onboard local and global joiners, movers and offboard leavers.
• Ensure that endpoints are up to date and secure with security & vulnerability patches.
• Assist with the setup and support (video conferencing, etc.) of rooms for meetings, town halls and board meetings.
• Proactively engage with users to provide assistance, advice and training to enhance and improve their use of IT.
• Respond safely and effectively to Cyber Security issues and incidents.
• Assist with Microsoft 365, Teams and Exchange Online support.
• Ensure staff and IT compliance with corporate policies and procedures.
• Attend and contribute to internal meetings as appropriate.

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

Background/Job History

• Experience of working in a busy ITIL based service desk environment and working knowledge of core ITIL service transition and operation processes.
• Minimum 2 years’ experience in a hands‑on Level 1 / 2 support role, demonstrating strong technical troubleshooting skills across a broad range of hardware, software and networking issues.

Knowledge/Skills/Experience

• Managing workloads, incidents and service requests using an IT Service Management system, analysing, troubleshooting and where necessary escalating.
• Working knowledge of using Intune for device and application deployment, support and management including MFPs, Windows 11 laptops and desktops, and iOS endpoints.
• Supporting Microsoft 365 products including Word, Excel, PowerPoint, OneDrive and Teams.
• TCP/IP, DHCP, DNS, networking implementation and troubleshooting.
• Working knowledge of Active Directory, Azure Active Directory and Entra.
• Working knowledge of information security fundamentals and best practice.
• Awareness of cyber security risks and need for pro‑active patching and preventive maintenance.
• Working knowledge of information security technologies covering VPN solutions, anti‑virus and vulnerability scanning/patching and email security.
• Experience with creating and maintaining knowledge articles and process documentation.

Qualifications/Education

• Studied at ‘A’ level and achieved 2 or more passes, one of which being in a computing or science subject.
• University Master’s or Bachelor’s degree in a computer related subject or equivalent IT certifications.
• Team player – an awareness and willingness to work as part of a team is essential, 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 with internal staff and external clients.
• Customer focused – recognises the needs of external/internal customers and has a hands‑on approach.
• Communication – ability to communicate at all levels in English effectively and clearly, quickly assimilate information, establish key issues and record and assign appropriate actions.
• Planning and organising – plans and organises time effectively; achieves targets and deadlines and copes well under pressure.
• Problem solving – establishing the facts, analysing, and solving logically in a timely manner.
• Accurate / detail oriented – takes 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.

Benefits

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 from home. We are proud of our friendly workplace culture, where we offer ample opportunities to socialise and connect with each other.

Equal Opportunities

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.