IT Service Desk Analyst

Alvarez & Marsal; Greater London; On-site; GBP 28,000 - 38,000; Full time

Job summary

Alvarez & Marsal in London is seeking a dedicated IT Service Desk Analyst to support all users by email, phone, and remote tools. You will diagnose, resolve, or escalate issues and log calls for the internal knowledge base, with occasional travel to other European sites.

The role requires experience in a help desk environment, strong MS Office–O365 knowledge, and excellent customer service skills. You will be based in London with some after-hours support and potential travel.

Qualifications

• Educated in the technology field preferred.
• Experience in help desk environment or tech support services preferred.
• Solid understanding of MS Office 2016–O365 (Outlook, Word, Excel, PowerPoint).
• Proven background with customer service and able to handle stressful / time-sensitive situations.
• Telephone customer service experience required.
• Fundamental understanding of PC hardware/software and connectivity components.
• Experience with Windows Operating Systems; Mac OS experience preferred.
• Understanding of LAN/WAN networking, VPN technology, TCP/IP.
• Good understanding of ITIL based structure.
• Exposure to hardware (ThinkPad/Dell/MacBook/iPhone/Android)
• Previous experience with an incident management/tracking system required.
• Some weekend and afterhours support and light travel may be required.
• Fluency in English is essential; additional languages desirable.

Responsibilities

• Facilitating walk-ups ServiceDesk and incident knowledge base platform (ServiceNow)
• Analyze, diagnose, document, resolve or escape reported issues and outages
• Taking ownership of tickets throughout its lifecycle with clear and timely communication to end users
• Assist other IT departments: engineering/operations and infrastructure applications/hardware
• Configure, install, and troubleshoot laptops/mobile devices/printers
• Respond to all user support inquiries globally including primary office location
• Support and troubleshooting include MS Office 2016–O365, ServiceNow, Commvault, VPN, JAMF, Active Directory, SharePoint, printers

Skills

Customer service

Troubleshooting

Communication

Time management

Education

Tech education

Tools

ServiceNow

MS Office 365

JAMF

Active Directory

SharePoint

Intune

SCCM

Job description

Description

About Alvarez & Marsal

Alvarez & Marsal (A&M) is a global consulting firm with entrepreneurial, action- and results-oriented professionals. We take a hands-on approach to solving our clients' problems and helping them reach their potential. A&M is different by design: we give people ownership and impact from day one, fuel development through real opportunity, and provide direct access to leaders who invest in our growth. Our culture celebrates independent thinkers and doers who positively impact clients and shape our industry. Guided by A&M's core values of Integrity, Quality, Objectivity, Fun, Personal Reward, and Inclusive Diversity, our collaborative, globally minded environment is why our people love working at A&M.

Team

A&M is seeking a dedicated IT Service Desk Analyst to join our London office to support all users by email, telephone, remote support tools and/or direct contact for technology related problems. The IT Service Desk Analyst will provide diagnosis, resolution, or escalation to other service desks, engineering and/or applications development groups using our internal incident management system. In addition, the IT Service Desk Analyst is responsible for accurately logging calls, understanding and interpreting all support requests, providing documentation and resolution for our internal knowledge base, and assist on other assigned projects that will provide technical solutions to our user community through information support requests or as directed.

This is a fantastic opportunity to work for a professional services firm with a great work ethic and positive attitude. The role will be based in London, with the occasional travel to different sites in Europe when needed.

How you will contribute

• Facilitating walk-ups ServiceDesk and utilizing incident knowledge base platform (Service Now)
• Analyse, diagnose, document, resolve or escape reported issues and outages
• Taking ownership of tickets throughout its lifecycle while providing clear and timely communication to end users.
• Assist other depts within IT; engineering/operations, and infrastructure applications/hardware
• Configure, install, and troubleshoot laptops/mobile devices/printers
• Respond to all user support inquiries globally including primary office location
• Supported Applications:
• Support and troubleshooting include supporting MS office 2016 - O365 suites, ServiceNow, Commvault, (Cisco Products: Jabber, WebEx, AnyConnect VPN, Call Manager CUCM ), JAMF (Mac deployment), Active Directory, Shared drive/Folder permissions understanding & troubleshooting, Bitlocker MBAM, Intune Remote, SCCM, Video & Audio Conferencing administration, Apple iOS, Android, 2FA/MFA mobility support & VOIP connectivity troubleshooting, LAN connectivity troubleshooting, Mimecast, Intune, network printer support.

Qualifications

• Educated in the technology field preferred
• Some prior experience in help desk environment or tech support services (preferable)
• Solid understanding of MS Office 2016-O365 (Outlook, Word, Excel, Power Point, etc.)
• Proven background with customer service and able to handle stressful / time-sensitive situations
• Telephone customer service experience required
• Fundamental understanding of PC hardware/software and connectivity components
• Experience with Windows Operating Systems, Mac OS experience is preferred
• Understanding and awareness of AI tools, automation, and their practical applications
• Knowledge of MS Exchange,Active Directory, SharePoint
• Knowledge of LAN/WAN networking, remote access VPN technology, TCP/IP
• Good understanding of ITIL based structure
• Exposure to HP/Lenovo ThinkPad/ Dell/ MacBook/ iPhone/ Android/ hardware preferred
• Previous experience with an incident management/tracking system required
• Some weekend and afterhours support required, as well as light travel potentially
• Fluency in English is essential, additional languages are desirable

Your journey at A&M

At A&M, professional growth is tied directly to performance, not tenure. Our people take on meaningful, hands-on work supported by a performance development process that rewards contribution and fosters a culture of meritocracy. Stretch roles, evolving business needs, and firm growth create ongoing opportunitiesfor ownership and building new skills, while direct access to senior leaders provides mentorship and real-time coaching along the way. We also prioritize your wellbeing through comprehensive benefits and resources. Together, these elements create an environment where high-performing professionals can continue to grow and advance from day one.