Global IT Service Desk Analyst

C0001 Tony Blair Institute; Greater London; On-site; GBP 26,000 - 34,000; Full time

Job summary

The Tony Blair Institute for Global Change in London seeks an IT Service Desk professional to join our HQ. You will be the first point of contact for IT issues, delivering excellent end-user support across devices and apps, and coordinating with global helpdesks.

You will diagnose, resolve, and track incidents, onboard new staff, maintain knowledge articles, and support security/compliance for end-user systems.

Qualifications

• Previous IT Support experience.
• ITIL Foundation qualification.
• Excellent communication skills to convey technical information to non-technical stakeholders.
• Strong analytical and problem-solving abilities.
• Ability to work independently and as part of a team.
• Experience with Windows 10/11, macOS/iOS, Microsoft 365, Entra (Azure AD), Exchange Online, MDM tools, ITSM applications or other ticket management tools.
• Ability to prioritise against tight deadlines.
• Ability to take the lead on projects when requested.
• Self-starter who shares knowledge with the team.

Responsibilities

• Global User Support: Provide responsive 1st and 2nd line technical support to end users.
• Collaboration: Work with global helpdesks to hand over tickets and tasks.
• Incident Management: Respond to and resolve IT service requests and incidents.
• Troubleshooting: Diagnose and escalate complex issues to senior analysts.
• Onboarding: Onboard new staff and prepare devices for day one.
• Knowledge Base: Contribute to knowledge base and user guides.
• Asset Management: Keep end-user IT assets and inventory up to date.
• Security & Compliance: Support security standards and MFA adoption.
• Compliance: Ensure IT activities follow policies and security standards.

Skills

ITIL Foundation

Windows 10/11

macOS/iOS

Microsoft 365

Entra / Azure AD

Exchange Online

MDM tools

ITSM tools

Freshservice

Slack

Tools

Freshservice

Slack

Job description

The Tony Blair Institute for Global Change in London seeks an IT Service Desk professional to join our HQ. You will be the first point of contact for IT issues, delivering excellent end-user support across devices and apps, and coordinating with global helpdesks.

You will diagnose, resolve, and track incidents, onboard new staff, maintain knowledge articles, and support security/compliance for end-user systems.