IT Service Desk Analyst - 6 month FTC

Ascot Lloyd; Greater London; Hybrid; GBP 30,000 - 40,000; Full time

Job summary

A financial services company in Greater London is seeking an IT Service Desk Analyst. This position requires resolving technical issues, managing hardware and software support, and providing excellent customer service to internal users. Candidates should have experience with M365, demonstrate strong communication abilities, and possess a driving license due to required travel. The role may involve troubleshooting software, managing IT services, and maintaining equipment, ensuring the delivery of high-quality technical support across multiple UK sites.

Qualifications

• 2+ years of experience working in IT support is strongly preferred.
• Experience of administering and supporting M365 is essential.
• Knowledge of ticket management practices is strongly preferred.

Responsibilities

• Be the first point of contact for users on behalf of IT.
• Diagnose and resolve software and hardware issues.
• Support HR with the Joiners, Movers, and Leavers process.

Skills

Administration of M365

Communication skills

Troubleshooting

Organizational skills

Problem-solving

Education

Driving License

ITIL 4 Foundation

Tools

ServiceNow

Microsoft Intune

Azure Virtual Desktop

Job description

Overview

At Ascot Lloyd an IT Service Desk Analyst is the first point of contact for our business users regarding IT matters and plays a crucial role in the department, providing the first and second line of technical support and service, ensuring users' technical issues are resolved promptly and effectively to a high degree of satisfaction. Working as part of the Company's in-house IT team, the role primarily deals with internal colleagues, responding to incidents and requests, troubleshooting issues, providing access to IT services and managing end user IT equipment and assets such as phones and laptops. This role will require regular visits to five key sites across the UK, and occasional visits to smaller offices, using a mixture of own transport, trains and planes.

Responsibilities

• Call Management and Triage: Be the first point of contact for users on behalf of IT. This will involve answering phone calls and responding to tickets within our IT Service Management tool, providing initial triage of calls and tickets including capturing and logging details, and prioritising tickets based on urgency and impact with escalation where necessary.
• Troubleshooting, Resolution and Fulfilment: Diagnose and resolve first and second line issues relating to software (e.g., M365 and AVD), hardware (laptops, phones and desktops), and network connectivity; troubleshoot and capture information to escalate to third line functions and act as the point of contact between end users and other IT teams; provide mixture of remote and in‑person support; fulfil requests for IT services including additional software and hardware; liaise with third party providers for IT support on services such as printing and video conferencing.
• Joiners, Movers & Leavers: Support HR with the JML process, including IT account creation, group and permission assignment, license application, and access removal; maintain and update the JML user access database; procure, build, distribute and manage IT equipment and peripherals (e.g., laptops, desktops, mobile devices) in line with approval and procurement processes; maintain the asset management database throughout the asset lifecycle from purchase to secure WEEE‑compliant disposal; manage stock levels and ensure stockrooms are organised and well maintained; provision and manage devices via Intune, including policy amendments, software deployments, OS builds, and remediation of compliance issues; create and deliver IT training and support content for users, including documentation, 1:1 or group sessions for new joiners or system rollouts; contribute to the IT knowledge base by creating and improving troubleshooting guides and service desk procedures.
• Team and Operational Requirements: Participate in team meetings, support new team member onboarding, and contribute to process improvements and operational efficiencies; travel is required using a mixture of own transport, trains and planes with regular visits to five key sites across the UK and occasional visits to smaller offices; occasional overtime outside of hours and weekend work may be required; the service desk operates between 8am‑5:30pm on weekdays with shift working to cover these times.

SM&CR Responsibilities

As an FCA regulated Company, Ascot Lloyd is required to adhere to the Senior Managers and Certification Regime (SM&CR) to develop a culture where employees take personal responsibility for their actions.

Technical Skills

• Proficiency in administration of M365, Active Directory, Windows OS, Microsoft Intune and Azure Virtual Desktop is essential
• A good understanding of building and provisioning devices such as laptops, desktops and iPhones is essential
• Knowledge of ticket management practices and IT Service Management systems e.g. ServiceNow, Sysaid or Halo is strongly preferred
• Have a basic understanding of IT systems and services including telephony, video conferencing, networks and IT security is strongly preferred

Soft Skills

• Excellent communication skills, including written and verbal
• Excellent interpersonal skills are essential
• Strong organisational skills and ability to prioritise workload are essential
• Acting in a professional manner is essential
• Working as part of a team is essential
• An ability to, and enjoyment of problem solving is essential
• Compassion and empathy with colleagues is strongly desired
• 2+ years of experience working in IT support is strongly preferred

Experience

• Experience of administering and supporting M365 is essential
• Experience of provisioning IT end user computing is essential
• Experience of working in an ITIL environment is desirable

Qualifications and Certifications

• ITIL 4 Foundation is preferred
• Microsoft 365 Fundamentals (MS-900) is preferred
• Microsoft Azure Fundamentals (AZ-900) is preferred
• Microsoft 365 Certified: Endpoint Administrator Associate (MD-102) is preferred
• Driving License is strongly preferred due to travelling requirements

Notes

You must act with integrity; act with due care, skill and diligence; be open and cooperative with the FCA, PRA and other regulators; pay due regard to the interests of customers and treat them fairly; observe proper standards of market conduct; and act to deliver good outcomes for clients.