IT Analyst - Desktop Services

As a Desktop Services Analyst, you will report to the IT Team Lead – Desktop Services and act as the escalation point for technical issues across our organisation. In this role, you will provide advanced troubleshooting and resolution for hardware, software, and endpoint security concerns, ensuring an excellent experience for colleagues and maintaining operational resilience. 

You will play a vital part in supporting day-to-day continuity for a dynamic workforce. Responsibilities include resolving complex incidents, managing device compliance, and collaborating with 1st and 3rd line teams to deliver seamless support. Clear communication, empathy, technical expertise, and adherence to security and operational standards will be key to your success. 

Collaboration is central to this role. You will work closely with colleagues across IT support tiers, infrastructure, and security teams, contributing to a culture of knowledge sharing and continuous improvement. With a focus on service excellence and professional growth, you will have opportunities to develop advanced technical skills, support digital transformation initiatives, and help enhance employee satisfaction and operational resilience. 

Key Responsibilities 

• Act as the escalation point for technical issues, providing prompt and professional resolution for complex incidents and fulfilment of service requests. 

• Deliver exceptional customer service by listening actively, empathising, and communicating clearly and confidently. 

• Troubleshoot advanced incidents for operating systems, Microsoft 365, and endpoint management tools. 

• Support hardware lifecycle management, including imaging, deployment, and repairs. 

• Ensure compliance with security policies, including device encryption, patching, and vulnerability remediation. 

• Adhere to established procedures and escalate unresolved issues to the appropriate support level promptly. 

• Collaborate with IT security teams to address endpoint risks and enforce security standards. 

• Maintain accurate documentation of troubleshooting steps, resolutions, and known issues. 

• Contribute to process improvements and knowledge sharing across IT support tiers. 

• Uphold SLAs and compliance requirements while driving service excellence. 

• Demonstrate initiative in learning new technologies and enhancing both technical and interpersonal skills. 

Personal attributes 

• Exhibits a strong sense of ownership and accountability, taking initiative to resolve issues efficiently and follow through to completion. 

• Communicates clearly and professionally, actively listening to colleagues’ needs and explaining technical issues in an accessible, reassuring manner. 

• Maintains composure and a positive attitude when managing high-pressure situations or dealing with frustrated users. 

• Takes initiative to resolve issues promptly and follows through to ensure customer satisfaction. 

• Collaborate effectively with colleagues across IT and security teams, fostering a supportive and knowledge-sharing environment. 

• Maintains a structured and detail-oriented approach to troubleshooting and documentation. 

• Shows eagerness to learn and grow, actively seeking feedback and opportunities to enhance both technical and security expertise. 

Key Performance Indicators 

• SLA Compliance- Ensure tickets are resolved or escalated to uphold service standards. 

• Mean Time to Resolve (MTTR)- Minimise resolution time to restore services. 

• Customer Satisfaction (CSAT) – Improve customer satisfaction feedback. 

• Average Handling Time (AHT) – Measure the average time spent per ticket, including conversation and follow-up activities. 

Candidate Specification 

Essential: 

• Previous experience providing advanced IT support in a busy global environment. 

• Ability to diagnose and resolve a wide range of technical issues across devices and applications. 

• Strong communication and interpersonal skills, with a calm and professional approach under pressure. 

• Confidence in taking ownership of incidents, driving timely resolution or ensuring swift escalation to the appropriate resolver group. 

• Comfortable working independently and prioritising tasks effectively. 

• Attention to detail when recording information and sharing knowledge. 

• Awareness of security best practices and commitment to keeping systems and data secure. 

• A proactive attitude towards learning and professional development. 

Desirable: 

• Experience supporting user accounts and permissions in business systems. 

• Understanding of basic networking concepts and how they affect connectivity. 

• Familiarity with tools used to manage and update devices in an organisation. 

• Exposure to mobile device support and management. 

• Awareness of compliance requirements and how they influence IT operations. 

• Ability to contribute to clear, helpful documentation for colleagues. 

• Professional certifications such as ITIL Foundation, Microsoft Desktop Administrator, or security-related qualifications.