Job Description
Job Title: IT Desktop Analyst
Reporting to: Group Director of Information Security
Location: Rickmansworth UK
Overview of the role:
Reporting to the Director of Information Security & Information Technology, this role is responsible for: -
Providing 1st and 2nd line technical support to end-users across the organisation, ensuring timely resolution of desktop, laptop, and peripheral issues. The role focuses on delivering excellent customer service, maintaining hardware and software functionality, and supporting day-to-day IT operations.
Why Join Us?
* Work with a talented team of IT professionals in a dynamic environment.
* Competitive compensation and benefits package.
Key responsibilities:
* Respond to and resolve Level 1&2 support tickets via phone, email, and in-person and remotely via Teams.
* Support onboarding and offboarding employees, including device setup and recovery.
* Own user account management (e.g., password resets, access permissions).
* Advise and train users on best practices, new software, and hardware functionalities to enhance their efficiency.
* Responsible for managing, maintaining, and supporting all conference room technology, including audiovisual systems, video conferencing equipment, and collaboration tools to ensure seamless meeting experiences.
* Troubleshoot hardware and software issues on desktops, laptops, printers, and mobile devices.
* Install, configure, and maintain operating systems and standard applications.
* Maintain accurate records of support requests and resolutions in the ticketing system, ensuring all relevant SLA’s are complied with.
* Perform routine maintenance tasks such as updates, patching, and backups.
* Ensure the IT estate fully complies with our IT policies and security standards.
* Manage and maintain an accurate IT asset database and catalogue.
Key Technical skills:
* Strong understanding of Windows OS, Microsoft 365, and common desktop applications.
* Familiarity with Active Directory, MS Azure, remote desktop tools, and ticketing systems.
Skills and Experience:
* Strong problem-solving and communication skills.
* Ability to work independently and manage time effectively.
* Customer-focused with excellent interpersonal skills and a professional, approachable attitude.
* Experience of providing support and working across all levels of the business including C-suite Executives.
* A proven track record of providing 1st and 2nd line IT support in a blue-chip FTSE registered organisation.
* Ability to demonstrate staying ahead of new technologies and researching/proposing new ways of doing things
* Flexibility to work outside of standard hours when required
* Willingness to travel within the UK if required
Qualifications
Education & Certifications:
* GCSEs or equivalent; A-levels or IT-related diploma desirable.
* CompTIA A+, ITIL Foundation, or similar certifications (preferred but not required).
Additional Information
Why Join Us?
* Work with a talented team of IT professionals.
* Ability to help shape the future of our IT capabilities within a UK FTSE250 HQ environment.
* Competitive compensation and benefits package.
* Flexible work environment with opportunities for remote work and professional development
Pay and Benefits:
* Competitive salary
* Generous bonus scheme
* Excellent Pension scheme
* Private Healthcare
* Life assurance
* Income Protection cover
* Employee Assistance Programme (EAP)
* Financial Wellbeing Programme
* Onsite parking
* Daily lunch
* Informal (non-contractual) flexible/hybrid working