Deskside Support Analyst

Deskside Support Analyst

Location: LondonContract Type: Permanent, fully in the officeSalary: 35,000 – 37,000 (depending on experience)Working Pattern: Full Time (37.5 hours/week, Mon-Fri, 8:30 am – 5:00 pm)

What You’ll Do

As a Deskside Support Analyst, you will be the go-to person for 1st and 2nd line support for 80 hybrid users, including executives and board members. You’ll tackle a variety of technical end‑user computing issues and be the friendly face that keeps our clients smiling. Your responsibilities will include:

• Providing top‑notch support across Windows 11, Dell laptops, iPhones, and iPads
• Managing AV support in our 7+ meeting rooms, ensuring seamless Teams meetings
• Handling incidents and requests through walk‑ups, email tickets, Teams messages, and calls
• Maintaining hardware and software asset inventory, ensuring everything is up to date
• Offering excellent customer service, translating technical jargon into easy‑to‑understand terms

Key Responsibilities

• Primarily end‑user support: AD, AAD, Office 365, Teams, Exchange, Intune, Autopilot
• Incident management, request fulfilment, purchasing, logistics, starters / leavers process (new hire induction), end‑user hardware support, AV support
• Systems / Service support: Azure AD, Office 365
• IT Service Management: Ticket handling, worklogs, populating solution KB in ITSM, prioritisation, customer focus, good English language skills
• Floorwalking and interacting with users and representing the brand calmly and professionally
• Providing remote support services for colleagues’ IT hardware and software issues
• Managing colleague expectations remotely, ensuring service levels are maintained
• Tracking all requests, maintaining ownership and providing consistent, timely resolutions
• Asset Management: maintain accurate inventory of hardware and software assets; manage lifecycle, allocation, and compliance
• Providing advice, direction and support to all users, including executive members, board members and guests in a professional manner
• Ensuring quality standards are adhered to for any deliverables and raising any concerns that may impact local level
• Effectively logging issues using standard approved tools, ensuring follow‑up and feedback with the end user
• Excellent ability to multi‑task and re‑prioritise tasks during interruptions by users and colleagues
• Liaising with the cover team to ensure site familiarity and awareness of procedural or system changes

Essential Skills

• Strong knowledge of iOS devices and Microsoft 365 (Entra ID, Intune, Teams, Defender, Exchange Online, SharePoint)
• Proficiency in troubleshooting Windows 11 and common productivity tools
• Excellent knowledge of Intune including Autopilot laptop build
• Familiarity with Audio‑Visual systems and Microsoft Teams Meeting Room technologies
• Excellent communication skills to articulate technical issues to a non‑technical audience

Desired Skills

• Provide ad‑hoc AV support for meetings and conferences
• Using service management tools to manage, update, escalates and create new Incident and Problem records
• Support, administer and replace smart devices, including tablets
• Installation, configuration and administration of Dell hardware
• Maintenance and troubleshooting of MF printers as directed by technical resources
• Good knowledge of Active Directory – resetting passwords, creating users, etc

Key Competencies

• Aptitude for providing exceptional customer service even when the environment becomes fast‑paced or intense
• Excellent communication skills
• Ability to articulate technical information to a non‑technical audience
• Excellent documentation and analytical skills
• Good verbal and written communication skills
• Excellent troubleshooting and problem resolution skills
• Able to work well to pressurised deadlines
• Excellent time‑keeper and logical thinker

Our client is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

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