Analyst, Desktop Support

We are seeking a proactive and customer-focused Desktop Support Analyst to join our on-site support team. The ideal candidate will have expertise in Windows 10 and Windows 11, along with hands-on experience supporting a range of hardware devices such as corporate mobile phones, iPads, and other IT peripherals.

Requirements

• Provide first- and second-line support to end users in both Windows 10 and Windows 11 environments.
• Support a variety of hardware devices including corporate mobile phones, iPads, laptops, and other peripherals.
• Perform desk-side visits to resolve more complex or high-touch support requests and ensure the highest levels of customer satisfaction.
• Log, track, and resolve incidents and service requests using the service management platform (e.g., ServiceNow), ensuring a timely response to all requests.
• Provide troubleshooting support for both software and hardware issues, escalating more complex problems as necessary.
• Engage in proactive customer-focused initiatives, seeking ways to enhance user experience and improve IT services.
• Collaborate with IT teams to identify recurring issues, improve processes, and deliver on continual service improvements.
• Maintain clear and effective communication with end users, explaining technical issues in simple terms.
• Contribute to the creation of knowledge base articles and documentation for recurring issues, ensuring the team benefits from shared learnings.
• Participate in onboarding and offboarding processes, including IT inductions and the setup of devices.
• Responsible for ensuring the provision and delivery of a support services within operationally agreed targets during the approved service hours.
• Work with other TEC teams to demonstrate a strong service delivery ethos, providing a customer focused approach and responsiveness for both London and the EMEA region.
• Accountable and Responsible for the day to day management of their personal performance, including attending regular reviews and appraisals, including assisting in goal and objective setting.
• Assisting team members with resolution of work related issues.
• Maintain PC Build room environment and store rooms.
• Assist in the disposal of end of life equipment and decommission devices.
• Assist in desk moves and changes.
• Assist the Trade Floor Support team when required.
• Respond to onsite support needs in other offices.
• Provide support to EMEA Branch offices as required.
• Retain a flexible approach to working including cover and occasional weekend working when required (eg DR tests and building power downs).

Benefits

• Generous Paid Time Off
• 401k Matching
• Retirement Plan
• Visa Sponsorship