Service Desk Analyst at GSMA, London, to 28/8/26, £Contractor Rate

Department: Workplace Services
Team: Service Desk
Location: London; 5 days in office
Position type: Contractor (umbrella – inside IR35) until 28th August 2026

What the hiring manager says

“We are looking for a self-motivated and versatile individual with a wide range of abilities, exceptional communication skills and an outgoing personality. You will be dealing with a mix of first and second line issues using best-in-class tools and industry best practices, with a strong focus on customer service and continual service improvement.”
Head of Service Desk

About the Team

You will be joining a committed and highly experienced global team, supporting circa 850 staff located across the globe. Alongside the day-to-day application support and service desk work streams, the team also contributes to the successful delivery of GSMA events. The MWC and M360 series of events including MWC Barcelona, as well as other new technology projects and initiatives.

About the Role

• As a Service Desk Analyst, you will support internal customers using ServiceNow. You will provide first-line application support while also dealing with a variety of first and second line Service Desk tasks.

• The role is based in our London office and covers a shift pattern from 8am to 6pm Monday to Friday

• The main duties of the role are to provide first line and second line IT support and first line application support. Taking ownership of issues and working proactively to resolve them ensuring that all work has an accompanying ticket raised

• You will be expected to provide a high standard of customer service at all times, considering the impact of the ticket to the end user and ensuring they are kept updated throughout.

• You will work closely with the Infrastructure Team, the Information Security Team, the wider IT Team, as well as third party service providers and ensure that issues are escalated appropriately.

• The team are responsible for maintaining the smooth onboarding and offboarding of staff members with strict adherence to the processes for doing so.

• We ensure that the asset management system is up-to-date, and stock is tracked, replenished and recycled in line with GSMA policies.

• You will have the opportunity to work closely with the IT team on the successful delivery of GSMA events, service improvements and IT projects.

About You

• You will need proven IT Support/Service Desk experience and excellent technical knowledge of Laptops (Windows and MacOS) and Mobile devices (iOS and Android) to be an asset to the team.

• You should have knowledge of Office 365, Entra, Office Applications, Powershell and Adobe Tools. As well as a good working knowledge of Laptop and mobile device hardware management platforms (Intune and JAMF)

• You will need a working understanding of Infrastructure as a service (AWS and Azure)

• Experience with ITIL processes and ITIL certifications would be an advantage

• A working understanding of endpoint security, encryption solutions and familiarity with OKTA and identity solutions would also be advantageous

• Ability to adhere to GSMA policies and procedures is key to ensuring a consistent service.

About your skills

1. Analysis - You will use analytical and problem solving skills daily while solving issues and assisting staff members.
2. Teamwork - The role will allow you to show your ability to work autonomously and as part of a team.
3. Communication - Being an excellent communicator is a must as we have a lot of face to face interaction alongside dealing with remote staff.
4. Agility - In order to successfully deliver in this role you must be highly flexible & customer focused.
5. Innovation - A desire to be innovative will serve you well in this role

Contract type

Short term Contractor

Worker type

Contingent Worker