IT Support Analyst

RGS Global Ltd; City Of London; Hybrid; GBP 30,000 - 42,000; Full time

Job summary

RGS Global Ltd is seeking an IT Service Desk Analyst to provide mixed remote and desk-side support in a small team. You will handle user support, incident management, and device configuration while following escalation, security and governance processes.

Training on internal systems will help you build knowledge for compliance, documentation and system rollouts. The ideal candidate has strong troubleshooting skills, clear communication, and a security-conscious approach, with a customer-focused

Qualifications

• Ability to troubleshoot computers, user accounts, hardware and connectivity issues.
• Clear recording of issues and methodical problem-solving.
• Security-conscious approach and compliance with patching and secure-device processes.

Responsibilities

• User Support and Service Delivery: Provide support by telephone, email, remote tools and in person.
• Incident and Request Management: Log, diagnose, resolve and update incidents and service requests, keeping users informed and escalating when required.
• Workplace Technology Support: Troubleshoot Microsoft 365, hardware, software, printing, Wi-Fi, VPN, access and connectivity issues.
• Endpoint and Device Management: Build, configure, deploy and support laptops, desktops, mobile devices, peripherals.
• Software, Patching and Compliance: Install approved software and support patching, security configuration, compliance checks and remediation.
• Identity and Access Administration: Support authorised account, password, MFA and access changes using approved tools.
• Joiners, Movers and Leavers: Prepare accounts and equipment, maintain records and escal
• Information Security and Audit Support: Maintain audit-ready records and support compliance evidence, audits, vulnerability remediation and security-incident actions.
• Projects and Supplier Liaison: Support projects and system rollouts, liaise with approved suppliers and provide diagnostics through to resolution.

Skills

Troubleshooting

Customer service

Communication

Attention to detail

Job description

A varied opportunity awaits someone who enjoys solving practical technology problems and supporting colleagues. The IT Service Desk Analyst will combine remote and desk-side support, account and asset administration. Working within a small team, the IT Service Desk Analyst will help keep users informed while following clear escalation, security and governance processes.

Training on internal systems, tools and processes will help the IT Service Desk Analyst build knowledge while supporting compliance, documentation, projects and system rollouts.

Responsibilities:-

• User Support and Service Delivery: Provide support by telephone, email, remote tools and in person.
• Incident and Request Management: Log, diagnose, resolve and update incidents and service requests, keeping users informed and escalating when required
• Workplace Technology Support: Troubleshoot Microsoft 365, hardware, software, printing, Wi-Fi, VPN, access and connectivity issues
• Endpoint and Device Management: Build, configure, deploy and support laptops, desktops, mobile devices, peripherals.
• Software, Patching and Compliance: Install approved software and support patching, security configuration, compliance checks and remediation.
• Identity and Access Administration: Support authorised account, password, MFA and access changes using approved tools.
• Joiners, Movers and Leavers: Prepare accounts and equipment, maintain records and escal
• Information Security and Audit Support: Maintain audit-ready records and support compliance evidence, audits, vulnerability remediation and security-incident actions.
• Projects and Supplier Liaison: Support projects and system rollouts, liaise with approved suppliers and provide diagnostics through to resolution.

The ideal candidate:-

• Confidence troubleshooting computers, user accounts, hardware, software, printing, connectivity and access issues.
• Ability to record issues clearly, work through problems methodically, keep users informed and escalating appropriately.
• Security-conscious approach and willingness to follow established patching, antivirus and secure-device processes.
• Professional, helpful and customer-focused approach with clear written and verbal communication.
• Organised, reliable and attentive to detail, with sound judgement, confidentiality and a willingness to learn and take ownership.

Desirable is knowledge of Windows 11, Outlook, Teams, OneDrive, Sophos, mobile devices, peripherals, Wi-Fi, IP addressing and VPNs as well as familiarity with Active Directory, Group Policy, endpoint-management or software-deployment tools.

Whilst we would love to be able to respond to every application we receive, it is not always possible. If you have not heard from us within 7 working days, please assume that your application has not been successful on this occasion