Senior IT Infrastructure Analyst Onsite & Event Support

Deloitte (UK); Greater London; Hybrid; GBP 35,000 - 52,000; Full time

Job summary

Deloitte in London is seeking a Senior Technical Analyst to deliver high‑quality end-user IT support across offices and hosted events. You’ll troubleshoot hardware and software, manage incidents in ServiceNow, and collaborate with IT teams to maintain CMDB accuracy while supporting hybrid work arrangements.

Hybrid working policy applies; based in London with opportunities to travel to other Deloitte offices for events and coverage. Strong customer service and communication skills are essential.

Qualifications

• Microsoft Windows 10, Microsoft Office/O365, Teams, AD, ServiceNow, Network, Citrix, Zoom and Skype for Business.
• MacBook OS: Up to 3 generations and OS. JAMF, In-Tune and iOS devices.
• Demonstrable experience providing face to face and remote technical support to Business End Users of all levels of seniority.
• High level of proficiency in using ITSM and CMDB tools such as ServiceNow to capture and manage all incidents and requests.
• Demonstrable experience of working in a small team of skilled technical operatives managing shared work queues.
• Strong written and verbal communication skills with the ability to present information to business users.
• ITIL Foundation, Service Operations
• ServiceNow Practitioner certification

Responsibilities

• You will be here to help and support end users both office based and remotely with their software and hardware needs, providing advice and training to improve efficiency
• You will work at the Tech Bar or local workstation in Deloitte offices or at external event venues, providing support and assistance to users who have tech related issues
• Occasionally required to provide out of hours business support with Major incident or business critical support
• Accurately record and update details of incidents and service requests using the ServiceNow ITSM tool and adhere to SLAs
• You will be responsible for managing the support queues, prioritizing tasks, and keeping users informed
• Maintaining a high level of customer satisfaction with a professional, friendly approach
• You will be involved in setting up, configuring, and maintaining devices and utilizing remote connectivity tools
• Ensure our CMDB is updated and reflects asset statuses
• Occasionally travel to other Deloitte offices in the UK to support events or cover colleagues
• Conduct regular checks of IT/AV equipment and support for events or meetings
• Maintain IT stock levels and refresh devices to ensure compliance, arrange disposals or collections
• Follow procedures and collaborate with IT services to deliver on-site support
• Collaborate with other IT services departments to maintain quality and teamwork
• Play a crucial role in ensuring IT security meets compliance standards

Skills

Windows 10

Office 365

Teams

AD

ServiceNow

Networking

Citrix

Zoom

Skype for Business

Mac OS

JAMF

In-Tune

iOS devices

ITIL Foundation

ServiceNow Practitioner certification

Tools

ServiceNow

Job description

Deloitte in London is seeking a Senior Technical Analyst to deliver high‑quality end-user IT support across offices and hosted events. You’ll troubleshoot hardware and software, manage incidents in ServiceNow, and collaborate with IT teams to maintain CMDB accuracy while supporting hybrid work arrangements.

Hybrid working policy applies; based in London with opportunities to travel to other Deloitte offices for events and coverage. Strong customer service and communication skills are essential.