Service Desk Analyst

C0001 Tony Blair Institute; Greater London; On-site; GBP 26,000 - 34,000; Full time

Job summary

The Tony Blair Institute for Global Change in London seeks an IT Service Desk professional to join our HQ. You will be the first point of contact for IT issues, delivering excellent end-user support across devices and apps, and coordinating with global helpdesks.

You will diagnose, resolve, and track incidents, onboard new staff, maintain knowledge articles, and support security/compliance for end-user systems.

Qualifications

• Previous IT Support experience.
• ITIL Foundation qualification.
• Excellent communication skills to convey technical information to non-technical stakeholders.
• Strong analytical and problem-solving abilities.
• Ability to work independently and as part of a team.
• Experience with Windows 10/11, macOS/iOS, Microsoft 365, Entra (Azure AD), Exchange Online, MDM tools, ITSM applications or other ticket management tools.
• Ability to prioritise against tight deadlines.
• Ability to take the lead on projects when requested.
• Self-starter who shares knowledge with the team.

Responsibilities

• Global User Support: Provide responsive 1st and 2nd line technical support to end users.
• Collaboration: Work with global helpdesks to hand over tickets and tasks.
• Incident Management: Respond to and resolve IT service requests and incidents.
• Troubleshooting: Diagnose and escalate complex issues to senior analysts.
• Onboarding: Onboard new staff and prepare devices for day one.
• Knowledge Base: Contribute to knowledge base and user guides.
• Asset Management: Keep end-user IT assets and inventory up to date.
• Security & Compliance: Support security standards and MFA adoption.
• Compliance: Ensure IT activities follow policies and security standards.

Skills

ITIL Foundation

Windows 10/11

macOS/iOS

Microsoft 365

Entra / Azure AD

Exchange Online

MDM tools

ITSM tools

Freshservice

Slack

Tools

Freshservice

Slack

Job description

We don’t just talk, we do. Lead the change with us. At the Tony Blair Institute for Global Change, we work with political leaders around the world to drive change. We help governments turn bold ideas into reality so they can deliver for their people. We do it by advising on strategy, policy and delivery, unlocking the power of technology across all three. And by sharing what we learn on the ground, so everyone can benefit. We do it to build more open, inclusive and prosperous countries for people everywhere. We are a global team of over 800 changemakers, operating in more than 40 countries, across five continents. We are political strategists, policy experts, delivery practitioners, technology specialists and more. We speak more than 45 languages. We are working on over 100 projects, tackling some of the world’s biggest challenges. We’re all here at TBI to make a difference.

Role Summary

We are seeking a highly motivated and customer‑focused individual to join our IT Service Desk team based in our London HQ. The successful candidate will be the first point of contact for all IT‑related issues and requests, providing support to end‑users. This role requires excellent communication skills, a strong technical understanding, and a passion for delivering exceptional customer service.

Key Responsibilities

• Global User Support: Provide responsive 1st and 2nd line technical support to TBI’s end users, enabling them to undertake their roles in a secure and professional environment.
• Collaboration: Work collaboratively with our helpdesks in Nairobi, Dubai and Singapore to hand‑over tickets and tasks, ensuring that our staff receive timely assistance wherever they are located globally.
• Incident Management: Respond to and resolve IT service requests and incidents via phone, email, chat or in‑person, ensuring timely resolution and maintaining high levels of customer satisfaction.
• Troubleshooting: Diagnose and troubleshoot hardware and software, escalating more complex issues to senior analysts.
• Onboarding: Onboard new members of staff, ensuring that their IT services, laptops and other devices are ready to go on day one.
• Knowledge Base: Contribute to the development and maintenance of a knowledge base, creating and updating support documentation and user guides.
• Asset Management: Ensure all end‑user IT assets are captured and that the asset management system is kept up to date.
• Security: Work with the Cyber Security team to maintain security compliance across the end‑user environment (laptop, mobile devices) including multi‑factor authentication, access to data, anti‑virus protection, threat detection and loss of service.
• Compliance: Ensure all IT activities comply with company policies, procedures and security standards.

Person Specification – Essential

• Previous experience working within an IT Support role.
• ITIL foundation qualification.
• Excellent communication skills, including the ability to convey technical information to non‑technical stakeholders.
• Excellent analytical and problem‑solving skills to identify and resolve technical issues.
• Capability to work independently and as part of a team.
• Knowledge and experience working with Windows 10/11, macOS/iOS, Microsoft 365, Entra (Azure Active Directory), Exchange Online, MDM tools, ITSM applications or other ticket management tools.
• Ability to prioritise against tight deadlines.
• Ability to take the lead on projects and problems when requested or as appropriate.
• Self‑starter, able to take initiative and find resolutions to new issues and share knowledge with other team members.

Person Specification – Desirable

• Experience providing support to senior executives/VIPs.
• Experience of working within a head office environment.
• Experience of working in a global service desk function.
• Knowledge and experience of working with Slack, Freshservice, video conferencing.