Service desk analyst jobs in London, greater london
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The Service Desk Analyst is a key role within the Technology function, acting as the first and second line of support for end users across the organisation. The role is focused on delivering a high quality, customer centric support service aligned to ITIL best practice, ensuring incidents and service requests are resolved efficiently, within agreed Service Level Agreements (SLAs), and with minimal disruption to business services.
The post holder will play an active part in incident, request, problem and change enablement processes, working collaboratively with internal teams and third party suppliers to restore service quickly, prevent recurrence of issues, and continually improve the end user experience.
Responsibilities
- Be the first point of contact for staff needing IT help, responding via phone, email, self-service portal and occasional desk-side support.
- Record and manage support requests using the IT system, making sure they are logged correctly and handled in a timely way.
- Resolve common IT issues at first and second level, passing more complex problems to senior teams when needed.
- Take responsibility for seeing issues through to completion and keeping users updated on progress.
- Set up accounts, equipment and system access for new starters, role changes and leavers, making sure access is added or removed when required.
- Help staff with their laptops, desktops, mobile devices, and everyday software.
- Support users with Microsoft 365 tools such as email, Teams, OneDrive and SharePoint.
- Assist with setting up and maintaining user devices and applications.
- Spot repeat issues and flag them to senior team members so longer-term fixes can be considered.
- Add helpful notes and simple guides to the team knowledge base to make it easier to resolve issues in future.
- Suggest practical improvements to the service based on day-to-day experience and user feedback.
- Work with other IT teams and external support providers when extra help is needed to resolve issues.
- Help follow up on supplier support calls and keep track of progress.
- Aim to resolve requests within agreed timeframes and provide a good level of customer service.
- Keep support records clear and up to date, including notes on what was done to fix issues.
- Assist with basic reporting by keeping tickets accurate and properly updated.
- Follow company policies on security, data protection and acceptable use.
- Support common Microsoft technologies, printers, mobile phones etc.
- Prepare equipment and accounts for new starters and ensure everything is ready for their first day.
- Occasionally travel to other organisation sites around the country to provide on-site support when required.
Essential
Knowledge/Experience
Education:
ITIL Foundation (or equivalent working knowledge)
Relevant IT support certification or demonstrable equivalent experience
Skills/Aptitudes:
- Excellent customer service and communication skills
- Strong troubleshooting and analytical ability
- Ability to work collaboratively across teams and suppliers
- Proactive mindset with a focus on continuous improvement
- Well organised, able to manage workload and meet deadlines
Knowledge/Experience:
- Strong and demonstrable experience providing 2nd line support across end-user and workplace technologies in a Microsoft-centric environment.
- Solid experience supporting Windows 10/11 desktops and laptops, including build, configuration, troubleshooting and user profile issues.
- Experience working day-to-day within a service desk / ITSM environment, managing incidents and requests beyond 1st line triage.
- High level of technical troubleshooting capability, able to diagnose and resolve complex or non-standard incidents and act as an escalation point for 1st line analysts.
- Experience working to SLAs and priorities, managing competing workloads and deadlines effectively.
- Experience supporting user lifecycle activities (Joiners, Movers, Leavers), including account setup, access changes and deprovisioning in line with security policies.
- Experience liaising confidently with both technical and non-technical users, including senior stakeholders.
- Experience supporting mobile devices (iOS / Android), Teams telephony and peripherals.
- Good working knowledge of Active Directory / Azure AD (Entra ID), including group management, permissions and basic identity troubleshooting.
Personal Attributes:
- Strong commitment to delivering a high-quality, customer-focused service.
- Takes ownership of issues end-to-end, ensuring users are kept informed until resolution.
- Calm and methodical under pressure, with a clear sense of urgency when restoring service.
- Strong attention to detail, particularly in ticket documentation and knowledge sharing.
- Proactive mindset, always looking for ways to improve service quality and reduce repeat incidents.
- Committed to continuous professional development and keeping technical knowledge current.
- Collaborative team player who supports colleagues and contributes positively to team culture.
Desirable
Education:
- Experience contributing to problem records, known errors or service improvement initiatives.
- Microsoft certifications (e.g. Modern Workplace, Endpoint, Azure Fundamentals).
- Experience working in a hybrid or multi-site organisation.
Closing date for applications is 19 August at 23:55.
Registered Charity
101 - 500
The Church of England’s vocation is and always has been to proclaim the good news of Jesus Christ afresh in each generation to the people of England.
Thank you!
Actively Interviewing
This organisation is scheduling interviews as applications come in. They're ready to hire as soon as they find the right person. Don't miss your opportunity, apply now!
IT Manager
Contract: Permanent
Salary: £36,000- £40,000 per annum, pro rata depending on experience (based on a full-time equivalent salary of £45,000–£50,000)
Hours: Part-time, 30 hours per week
Location: Hybrid working with a minimum of one day per week at our Putney, London (SW15) office plus regular travel to our services across London and the Midlands
About Us
Our vision is for every child and young person to be safe, loved and happy, achieve their potential and have a bright future.
St Christopher's is a leading children's charity with a long history of providing high-quality fostering services, children's homes and innovative leaving care support across the UK.
Everything we do is centred around helping children and young people build brighter futures. We are particularly committed to supporting those who cannot remain with their families or foster carers, ensuring they have the opportunities, stability and support they deserve.
We are proud to be an inclusive employer and welcome applications from people of all backgrounds, cultures, abilities, genders, sexual orientations, ages and faiths. We are committed to creating a workplace where everyone feels valued and respected.
About the Role
We are looking for an experienced IT Manager to oversee and develop our IT infrastructure, ensuring our systems remain secure, reliable and fit for the needs of the charity. Following a significant organisational structural change, you will have the opportunity to input into a review of the IT resourcing and will support the implementation of any resulting changes.
You will be responsible for maintaining and improving our IT and communications infrastructure while delivering an excellent service to colleagues across the organisation. Working closely with your team, external managed service provider and stakeholders, you'll ensure technology enables our staff to provide the best possible support to children and young people.
This is a varied role combining operational oversight, supplier management, cyber security, infrastructure management and service delivery.
Your key responsibilities will include:
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Managing and developing the organisation's IT infrastructure across multiple UK sites.
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Ensuring colleagues have reliable IT equipment, connectivity and systems to work effectively.
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Supporting technology that enables young people in our homes to safely access education, communication and online services.
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Leading the IT helpdesk to deliver an excellent customer-focused support service.
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Maintaining robust cyber security, disaster recovery and business continuity arrangements.
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Managing IT budgets and ensuring value for money from suppliers and technology investments.
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Supporting ICT projects and driving continuous improvement across the organisation.
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Providing occasional out-of-hours support for critical ICT incidents.
Our IT Environment:
You'll oversee and support an established Microsoft-based infrastructure including:
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Windows Server (physical and virtual VMware environments, to be retired)
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Hybrid Active Directory and Microsoft Entra ID (Azure AD migration)
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Windows 10/11 laptops and desktops
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Multi-site WAN infrastructure across the UK
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Microsoft 365, including Exchange Online and SharePoint
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WatchGuard firewalls
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DrayTek routers and web filtering
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Unifi network switches
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Mimecast email security and archiving
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3CX VoIP telephony (currently under review)
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Third-party applications including ADP, Raiser's Edge, ClearCare, Charms, Access Finance and SolarWinds Service Desk
About You
We are looking for someone who combines strong technical expertise with excellent leadership and communication skills. You should have:
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Experience managing an IT department or IT infrastructure.
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Experience administering Active Directory (on-premises), Microsoft 365 and Azure, including Exchange.
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Experience managing multi-site IT environments and WAN connectivity.
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Knowledge of business continuity, disaster recovery and cyber security best practice.
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Experience managing an IT helpdesk, ideally using SolarWinds or a similar service desk platform.
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Experience leading and developing staff.
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Strong stakeholder management and communication skills.
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Experience managing IT budgets and delivering value for money.
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A flexible approach with the ability to travel occasionally to services across London and the Midlands, and provide out-of-hours support for critical ICT incidents when required.
What we Offer
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Competitive salary: £36,000- £40,000 per annum.
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A friendly working environment at a values-led charitable organisation.
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25 days holiday rising to 27 days after 3 years’ service, plus Bank Holidays, pro-rata.
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Contributory pension scheme, enhanced maternity and company sick scheme.
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UK Life Assurance (Death in service) to the value of 3 times your annual salary.
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BUPA employee assistance programme, offering counselling, financial advice and legal support.
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Cycle to work scheme.
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Bluelight card; discount shopping scheme at hundreds of retailers across the UK both in store and online.
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Discretionary funded training programs for you to explore and attain new and relevant skills.
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Employee awards based on performance and length of service.
How to Apply
To apply, please complete our application form along with a supporting statement outlining how you meet the criteria listed in the Person Specification. Please note that applications without a supporting statement will not be considered.
Please note we review applications as they are received, so early application is encouraged.
Safer Recruitment
St Christopher’s is committed to safeguarding and promoting the welfare of children and young people. All applicants will be subject to thorough screening, including DBS checks.
Please note that it is against the law to apply for work with Children/Young People if you are barred from working in Regulated Activity and if your name is added to a Children Barred List.
All shortlisted candidates invited to interview will be asked to submit a Self-Declaration and Disclosure form which will need to be returned prior to an interview being booked.
Registered Charity
101 - 500
We are a leading charity for children and young people, providing fostering, children's homes and leaving care services across the UK and Isle of Man
The client requests no contact from agencies or media sales.