Desktop Support Analyst

Ignata Group; Croydon; Hybrid; GBP 28,000 - 36,000; Full time

Job summary

Ignata Group is seeking a skilled IT support professional to help deliver a Walk-In Clinic service centre. You will handle 2nd line incidents, ensuring quick resolutions for internal users, including remote staff, and maintain asset lifecycle integrity.

Role focuses on AD/Exchange management, hardware/software troubleshooting, and collaboration across teams. Hybrid work in Croydon with office-based days three times per week.

Qualifications

• Experience delivering 2nd line support in business-critical environments.
• Experience in IT service delivery for remote users.
• Strong hardware and software troubleshooting skills.
• Knowledge of Microsoft Active Directory and Microsoft Exchange.
• System build experience for desktops and laptops.
• Bloomberg knowledge is desirable but not essential.

Responsibilities

• Support the implementation and delivery of a Walk-In Clinic service centre to improve user experience and productivity.
• Raise and manage incidents to ensure timely, effective outcomes for internal customers.
• Provide fit-for-purpose communications and troubleshooting based on incident severity.
• Identify, control, and safeguard assets under PPF control throughout their lifecycle.

Skills

2nd Line support

Customer-facing

Technical troubleshooting

Active Directory

Exchange Server

System builds

Bloomberg knowledge

Tools

Active Directory

Exchange

Bloomberg

Network troubleshooting

Job description

Croydon, hybrid working 3 days per week in the office

Responsibilities:

• Supporting the implementation of, and delivering, a ‘Walk-In Clinic’ service centre, focused on delivering a great user experience to our customers and improving employee productivity, collaboration and ultimately customer satisfaction through a walk up solution for the end users.
• Raising and managing incidents, ensuring that positive outcomes are delivered in a timely and effective manner for our internal customers.
• Ensure fit-for-purpose communications and troubleshooting support are in place, dependent on the severity of the incident.
• Ensure that assets under PPF control are identified, controlled and properly cared for throughout their lifecycle. Account for, manage and protect the integrity of configuration items through the service lifecycle

Requirements:

• Experience of delivery in 2nd Line support role in business critical environments (e.g. Contact Centre) including users that work remotely ideally from within the financial services industry
• Experience of delivering customer-facing services in an IT function for a diverse range of users
• Excellent technical hardware and software troubleshooting skills
• Knowledge of Microsoft Active Directory, Microsoft Exchange and basic network issues
• System build skills including desktop and laptops
• Investment application knowledge e.g Bloomberg would be desirable but not essential