Overview
Read the overview of this opportunity to understand what skills, including relevant soft skills and software package proficiencies, are required.
Location: Hybrid - Croydon Head Office (From 2 days per week) and Remote
Salary: £35,000 to £36,500 per annum plus Civil Service Pension and other benefits
Tenure: Permanent – we cannot consider applicants requiring sponsorship.
Position type: Full Time
At the Pension Protection Fund (PPF), we provide security in retirement for our members and millions of people across the UK who belong to defined benefit (DB) pension schemes. Through the PPF and Financial Assistance Scheme (FAS), we compensate members for their pensions after the employer funding their pension becomes insolvent. With over £30 billion in assets under management, our investments support long‑term economic growth across the UK. Our award‑winning team of around 450 professionals has earned the IPE UK Pension Fund of the Year title three times in seven years.
We’re looking for a Desktop Support Analyst to join our busy Service Delivery team as a critical customer‑facing member of the Department.
Responsibilities
The key responsibility includes providing exceptional service delivery and user experience in a Microsoft 365 (M365) cloud‑first environment. Typical tasks include managing various incidents, fulfilling service requests, processing devices, building systems, script development, network troubleshooting, software/application handling, and optimising support practices.
The Service Delivery team provides a 7am – 7pm technology service at two sites located in the Croydon Head Office and the smaller Cannon Street (London) office. The post‑holder will deliver this role from the Croydon location and may, on rare occasions, be expected to travel to the London site. In exceptional circumstances where incidents occur, there may be a business need to work out of hours.
Qualifications
We’re looking for someone with a proven track record in a 2nd line support role from a professional services environment, preferably in financial services, dealing with business‑critical teams in an end‑user organisation rather than in a managed services or IT consultancy setting.
You should bring excellent customer service skills – clarity in communication of both technical and non‑technical information, calmness under pressure, and a logical, structured approach to prioritising tasks. You must have a strong aptitude for problem‑solving and maintain a consistently high standard of work independently or as part of a supervised team.
Solid knowledge of Microsoft 365 and its applications, experience in incident management, fault diagnosis, and resolution. An ITIL Service Management qualification, or experience working within a team that follows ITIL‑aligned practices, is highly desirable.
Benefits and Inclusion
We’re proud to be a Disability Confident Leader and actively encourage applications from people with disabilities. We are committed to ensuring our recruitment process is inclusive and accessible. If you require any reasonable adjustments, please let us know. We embrace diverse talent and welcome people with different beliefs, backgrounds and ways of working.
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