IT support Analyst, M365, AD, Intune, Desktop, 2nd Line

IT / Technology support analyst required for a leading finance business based in central London.

You will be responsible for Customer Service Experience to internal users of IT and Tech support services across a global user base.

Responsibilities include 2nd line desktop support and general management of business impacting and prioritised incidents. The successful candidate will be the face of Service Management at the London Tech Zone and a successful communicator of incidents and customer experience between IT and internal customers.

You will support office based and home working end users. In addition, the role involves regular interaction with, and management of tickets raised with the 3rd Party teams that constitute the end-to-end delivery of IT services and support.

Engagement is via umbrella company only.
Hybrid work 1-2 days per week on site.

General responsibilities:

• Supporting office-based and home worker technologies


• 2^nd line M365 and Teams support including usability queries


• Laptop & smartphone setup for new joiners


• Governance and good management of Networking rooms and cabling


• Support for Company and BYOD smartphones, Android and iOS


• Key escalation point for incidents, request and customer experience including Problem and Incident Management

Skills and Experience:

• Experience troubleshooting computer related issues both hardware and software, desktops, laptops and mobile devices


• Experience with supporting Audio Visual equipment


• M365 Office Suite, OneDrive & SharePoint Online, MS Teams


• Active Directory and Azure AD


• Microsoft Endpoint Manager / InTune


• Experience of working with third party providers including managing their engineers and ticket queues


• Experience providing VIP support


• Solid understanding of Security and audit & compliance requirements


• Experience of ServiceNow ITSM