Deskside Support Analyst

Salary: £35,000 – 37,000 per year

Requirements

• Strong knowledge of iOS mobile devices and Microsoft 365, including Entra ID, Intune, Teams, Defender, Exchange Online, and 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 explain technical issues to a non‑technical audience
• Good knowledge of Active Directory, including resetting passwords and creating users
• Experience using service management tools to manage, update, elevate, and create Incident and Problem records
• Ability to support, administer, and replace smart devices, including tablets
• Experience installing, configuring, and administering Dell hardware
• Ability to maintain and troubleshoot multifunction printers
• Excellent documentation, analytical, troubleshooting, and problem‑solving skills
• Ability to work well under pressurised deadlines, multitask, and reprioritise work as needed
• Strong verbal and written English communication skills
• Excellent timekeeping and logical thinking

Responsibilities

• Provide 1st and 2nd line deskside support to around 80 hybrid users, including executives and board members
• Support end users with Windows 11, Dell laptops, iPhones, iPads, and other hardware and software issues
• Manage AV support in more than 7 meeting rooms and help ensure seamless Teams meetings
• Handle incidents and requests through walk‑ups, email tickets, Teams messages, calls, and remote support channels
• Provide remote support for colleagues IT hardware and software service requests and issues
• Maintain hardware and software asset inventory, including lifecycle, allocation, and compliance management
• Support incident management, request fulfilment, purchasing, logistics, and starters/leavers processes
• Log issues using approved IT service management tools, maintain worklogs, and update solution knowledge base content
• Floorwalk and interact with users in a calm, professional, and brand‑appropriate manner
• Manage colleague expectations with effective communication and timely resolution of issues
• Track all requests, retain ownership of issues, and provide consistent follow‑up and resolutions
• Provide advice, direction, and support to users, including executive members, board members, and guests
• Liaise with the cover team to ensure they are site‑familiar and aware of procedural or system changes
• Ensure quality standards are met and raise any concerns that may affect local delivery

Technologies

• Active Directory
• Hardware
• Support
• Microsoft 365
• Mobile
• SharePoint
• Windows
• iOS
• Office 365
• Azure
• Cloud
• ITSM

More

We are offering a permanent Deskside Support Analyst role based fully in our London office, working full time, Monday to Friday, 8:30 am to 5:00 pm. This role sits within a dynamic, customer‑focused environment supporting 80 hybrid users, including executive and board‑level colleagues, and includes a salary of £35,000 to £37,000 depending on experience. We value exceptional service, clear communication, and professionalism, and we are committed to diversity and inclusion as an equal opportunity employer.

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