Help Desk – Desktop Support Analyst

Marlin Selection Ltd; City Of London; On-site; GBP 60,000 - 80,000; Full time

Job summary

A global investment management firm is seeking a Desktop Support Analyst in London. The role involves providing hands-on and remote technical support, troubleshooting issues across various systems, and ensuring high-quality service. Ideal candidates will have over 3 years of experience in IT support, proficiency in Windows and macOS, and strong communication skills. The position offers a competitive compensation package and comprehensive benefits.

Benefits

Private medical, dental, and vision insurance

Life assurance and income protection

Paid maternity and paternity leave

Pension scheme and cycle-to-work program

Gym membership discounts

International travel opportunities

Qualifications

• 3+ years of professional hands-on and remote technical support experience.
• Strong experience with Windows and macOS imaging and endpoint management.
• Proficiency in enterprise network troubleshooting (LAN, DNS, TCP/IP, Wi-Fi).

Responsibilities

• Provide desktop and remote IT support to colleagues across multiple offices.
• Troubleshoot hardware, software, and network issues across Windows and macOS environments.
• Manage user accounts and groups in Active Directory.

Skills

Customer-focused

Self-starter

Problem solver

Team player

Accountable

Education

Bachelor’s degree or equivalent technical training

Tools

Microsoft Active Directory

Citrix

Job description

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Our firm is an independent investment management and strategic advisory business with a global footprint across the US, Europe, and Asia. We are committed to delivering exceptional performance, strategic insight, and the highest level of client service. Our success is driven by a culture built on collaboration, innovation, and a client-first mindset.

With offices spanning major financial hubs across the world, our team of over 1,000 professionals serves clients in more than 40 countries. We take pride in being a values-led organization where every colleague has a voice and the opportunity to contribute to our shared success.

We are seeking a Desktop Support Analyst to join our London office. In this role, you will provide hands-on and remote technical support to colleagues across global offices. You will be the first point of contact for IT assistance, working across a wide range of systems, platforms, and devices.

You’ll work closely with local and global technology teams to ensure smooth operations and high-quality support. This role requires a proactive, customer-oriented professional who is eager to solve problems, improve processes, and enhance the overall technology experience within the firm.

Key Responsibilities

• Provide desktop and remote IT support to colleagues across multiple offices.
• Troubleshoot hardware, software, and network issues across Windows and macOS environments.
• Manage user accounts and groups in Active Directory.
• Support mobile devices (iPhone, Android), printers, and Citrix/remote access systems.
• Coordinate with vendors and building personnel to manage installations and onsite services.
• Assist with onboarding/offboarding, including equipment setup and account access.
• Maintain and track hardware assets and ensure system security compliance.
• Identify and recommend process improvements to enhance efficiency and service quality.
• Provide occasional on-call and after-hours support as required.
• Travel periodically to other offices for technology support.

Who You Are

• Customer-focused: You deliver exceptional support and communicate effectively with all levels of staff, translating technical issues into clear, simple language.
• Self-starter: You’re organized, proactive, and capable of managing multiple priorities independently.
• Problem solver: You approach challenges analytically, identify root causes, and develop practical solutions.
• Team player: You thrive in a collaborative environment, supporting colleagues across different locations and time zones.
• Accountable: You take ownership of tasks, follow through on commitments, and ensure resolutions are achieved.

Qualifications

• 3+ years of professional hands-on and remote technical support experience.
• Strong experience with Windows and macOS imaging and endpoint management.
• Proficiency in Microsoft Active Directory and enterprise network troubleshooting (LAN, DNS, TCP/IP, Wi-Fi).
• Familiarity with remote access tools and Citrix environments.
• Experience managing vendors, hardware assets, and technology deployments.
• Strong communication and customer service skills.
• Preferred:
• Experience providing remote/on-call support to multiple offices.
• Familiarity with ITIL framework and methodologies.
• Understanding of enterprise security, remediation, and patch management.
• Bachelor’s degree or equivalent technical training.

Benefits

• We offer a highly competitive compensation package and comprehensive benefits, including:
• Private medical, dental, and vision insurance
• Life assurance and income protection
• Paid maternity and paternity leave
• Pension scheme and cycle-to-work program
• Gym membership discounts and wellness incentives
• Childcare and eldercare support programs
• International travel opportunities

Contacts

UK & Europe: [phone]
Middle East + Asia: [phone]