IT Desktop Support Analyst - 13 FTC

Tindall Riley & Co Limited; Greater London; Hybrid; GBP 35,000 - 55,000; Full time

Job summary

An established industry player is seeking a skilled IT Desktop Support Analyst for a 13-month fixed-term contract. This role involves providing exceptional 1st and 2nd line support to ensure that staff across multiple global locations remain productive. The ideal candidate will have a strong technical background and experience in troubleshooting a variety of hardware and software issues. You will be part of a dynamic team, working closely with colleagues to deliver high-quality support services. If you are a proactive problem-solver with a passion for technology, this is a fantastic opportunity to make a significant impact in a collaborative environment.

Benefits

Hybrid working policy

Competitive salary

Varied benefits package

Wellbeing initiatives

Social opportunities

Qualifications

• 5 years in 2nd line IT support with strong troubleshooting skills.
• Experience in ITIL environments and professional services.
• Knowledge of hardware, software, and networking issues.

Responsibilities

• Provide 1st and 2nd line support for 320 staff across global locations.
• Onboard users and manage end-user devices securely.
• Collaborate with the team for seamless service delivery.

Skills

Technical Troubleshooting

Microsoft 365

Windows 10 and 11

Microsoft Intune

ITIL

Customer Service

Problem Solving

Cyber Security Awareness

Education

A-levels or equivalent

ITIL v4 Foundation certificate

Tools

Microsoft Teams

Citrix Director

Zoom Room

Microsoft Entra

Job description

Join to apply for the IT Desktop Support Analyst - 13 FTC role at Tindall Riley & Co Limited

Join to apply for the IT Desktop Support Analyst - 13 FTC role at Tindall Riley & Co Limited

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We are seeking an experienced 2nd line IT professional to join us as an IT Desktop Support Analyst on a 13-month fixed-term contract. You’ll provide 1st and 2nd line support for applications and endpoints, ensuring around 320 staff across the UK and eight global locations remain productive with excellent technical assistance.

You’ll be part of a six-member Desktop Support team, with four based in the UK and two in Asia, sitting within our wider IT department. Reporting directly to the Service Desk Manager, you’ll collaborate closely with your colleagues to keep our support services seamless and support departmental objectives.

We have a hybrid working policy, however, the role holder may be required to work full-time in the office during the first four weeks of the induction period. We are ideally looking for someone immediately available and ready to start in May.

Your Responsibilities

• Work with other members of the Desktop support team located in the UK, Singapore and Hong Kong to record, triage and respond to incidents and service requests remotely and in person across eight global offices.
• Assist and mentor members of the team to provide quality solutions for end-users.
• Record and manage incidents and service requests, delivering effective solutions within service levels.
• Working as part of a team to manage and maintain all end-user devices deployed at home or in an office.
• Onboarding of local and global joiners, movers and offboarding leavers.
• Ensure that end-users devices are up to date with security patches and secured using Microsoft Intune, Defender Qualys patch management solutions.
• Assist with the setup (video conferencing etc) of rooms for meetings, town halls and board meetings.
• Provide 1st and 2nd line support to staff during and out of offices hours either individually, or as part of a rota as required. The IT Team have a weekly rota to check for quarantined email messages throughout the week on a paid basis.
• Assist with hardware and asset procurement.
• Actively participate in the office move scheduled for Q3, 2025, to ensure desks and facilities are setup and operational and supporting users throughout the process.
• Work with Service Desk Manager and Infrastructure team in co-ordinating and delivering project activities requiring user and end point readiness (office move project, hardware and OS refreshes).

The responsibilities listed are not exhaustive and may be subject to change.

About You

Knowledge/Experience

• 5 years of relevant experience in a hands-on 2nd line IT Support role, demonstrating strong technical troubleshooting skills across a broad range of hardware, software and networking issues.
• A minimum of 2 years’ exposure to 3rd line support environments, such as collaborating with infrastructure teams, observing complex issue resolution, or being involved in escalated support scenarios.
• Experience of working in an ITIL environment delivering quality solutions within agreed service and operations level agreements.
• Experience of working in a professional or financial services industry is desirable.

In-depth knowledge of the following technologies is essential:

• Desktop, Laptop, VDI, and Printer installation, imaging, configuration, and support, including Windows 10 and 11 operating systems on desktops and laptops.
• Using and supporting Microsoft 365 products, including Word, Excel, PowerPoint, OneDrive and Teams.
• Using and supporting Microsoft Teams Phones systems with Desk handsets, Mobiles and softphones.
• Managing users and groups through Microsoft Entra.
• Enrolling and managing Windows and IOS endpoints through Microsoft Intune, including the packaging and deployment of apps.
• Managing and monitoring users and servers using Citrix Director and Management Studio.
• Apple IOS, DEP deployment and management.
• Setting up and operating Microsoft Teams and Zoom Room meetings using POLY Studio hardware.
• Software deployment and license tracking across Intune, Asset Inventories.
• Awareness of cyber security risks and the need for pro-active patching and preventive maintenance.
• Experience of Service Desk management system for managing incidents, service requests, problems and proactively contribute to the Solutions database.
• Experience of procurement processes and working with vendors if new hardware requires ordering.
• Experience of testing and validating new configurations for new user and endpoint configurations before wider rollout.

Qualifications/Education

• Minimum of A-levels or equivalent qualifications, ideally with relevant experience in IT or a related field.
• An ITIL v4 Foundation certificate is desirable
• Relevant industry-recognised certifications from leading IT vendors, such as but not limited to Microsoft (365 and Azure related), CompTIA (Network, Security+), are desirable
• Team Player – Enthusiastic about collaborating with the team, readily contributing to initiatives and supporting colleagues.
• Interpersonal Skills – Professional and approachable, skilled at building strong relationships with diverse staff to quickly establish credibility and enhance the user experience.
• Customer/Service Focused – Committed to delivering exceptional support and prioritising end-user satisfaction.
• Communication – Communicates clearly and effectively at all levels, quickly understanding and addressing key issues.
• Problem Solving – Solutions-oriented, able to troubleshoot and resolve issues logically and efficiently on their own.
• Proactive Engagement – Eager to get stuck in, take initiative, and improve processes for better service delivery.

About Us

Tindall Riley manages three insurance businesses. The Britannia Group (Britannia P&I), a mutual club that provides protection and indemnity (‘P&I’) insurance and freight, demurrage and defence (‘FD&D’) cover to shipowners and charterers around the world. The Griffin Insurance Association Limited (Griffin), an insurance mutual that provides professional indemnity insurance to broking firms and MGAs around the world. The Wren Insurance Association Limited (Wren), an insurance mutual that provides professional indemnity insurance to architectural practices operating in the UK and overseas. Today, we employ over 300 people globally across 9 offices and have a shared commitment to providing exceptional insurance services for our Members worldwide.

We can offer you a competitive salary and a varied benefits package. We have a hybrid working policy, three days from the office and two days remotely. We are proud of our friendly workplace culture, where we offer ample opportunities to socialise and prioritise wellbeing.

We are committed to the equal treatment of all current and prospective employees. We aspire to have a diverse and inclusive workplace and strongly encourage suitably qualified applicants from a wide range of backgrounds to apply and join Tindall Riley.

To find out more visit our websites: tindallriley.co.uk, britanniapandi.com, griffin-insurance.co.uk, wrenmutual.co.uk

Seniority level

• Seniority level

  Associate

Employment type

• Employment type

  Contract

Job function

• Job function

  Information Technology

• Industries

  Professional Services and Insurance

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