IT Service Desk Specialist – Windows & Microsoft 365

Gardiner & Theobald LLP; Greater London; Hybrid; GBP 32,000 - 42,000; Full time

Job summary

Gardiner and Theobald is recruiting an experienced Service Desk Analyst to support ~1,400 users across the UK. The role covers first and second-line support for Windows devices, M365, authentication and end-user infrastructure.

You will own complex issues, escalate when needed and collaborate with specialist IT teams. The role offers hybrid working from London with occasional home-working after probation.

Qualifications

• Experience working in an IT Service Desk, desktop support or similar role.
• Ability to take ownership of problems, investigate methodically and escalate when needed.
• Strong troubleshooting and customer service skills.
• Experience supporting Windows 11 and Microsoft 365 environments.
• Understanding of endpoint and mobile device management; basic networking knowledge.

Responsibilities

• Providing first and second-line technical support by telephone, remote tools and in person.
• Managing incidents and service requests through HaloITSM.
• Troubleshooting Windows 11, Microsoft 365, Teams and business applications.
• Investigating authentication, access and user account issues within Microsoft Entra ID and Active Directory.
• Supporting Windows device deployment and Apple iPhones.
• Troubleshooting Azure Virtual Desktop issues and user sessions.
• Providing support for Microsoft Teams telephony.
• Diagnosing hardware faults and performing laptop repairs.

Skills

Strong troubleshooting

Windows 11 & Microsoft 365

User accounts & authentication

Endpoint & mobile device management

Networking basics (TCP/IP, DNS, Wi-Fi,

Clear communication & customer service

Ability to explain tech to non-tech

IT service desk experience

Tools

HaloITSM

Jamf

Azure Virtual Desktop

Microsoft Intune

Job description

Gardiner and Theobald is recruiting an experienced Service Desk Analyst to support ~1,400 users across the UK. The role covers first and second-line support for Windows devices, M365, authentication and end-user infrastructure.

You will own complex issues, escalate when needed and collaborate with specialist IT teams. The role offers hybrid working from London with occasional home-working after probation.