Desktop Support Analyst at Pension Protection Fund, London/Remote, 3 Months, £Contract Rate

Role Purpose: 

We're looking for a talented Service Desk Analyst to join our team and play a key role in delivering exceptional IT support services across the organisation. You'll be responsible for providing hands-on technical support, managing incidents and service requests, supporting a customer-facing Walk-In Clinic service, and ensuring employees have access to the technology and systems they need to work effectively. Working closely with internal technology teams, stakeholders and third-party suppliers, you'll help maintain a high-quality user experience while supporting business-critical services across the organisation.

As a Service Desk Analyst, your main responsibilities will be:

• Deliver excellent customer service through the Walk-In IT Clinic, providing both face-to-face and remote technical support.
• Manage and resolve incidents and service requests, troubleshooting hardware, software, telephony and business applications.
• Administer user access and permissions, ensuring compliance with security and access control processes.
• Maintain strong relationships with stakeholders, keeping users informed of service updates and technology issues.
• Manage IT assets, equipment and stock levels, ensuring accurate records are maintained throughout the asset lifecycle.
• Contribute to service reporting, continuous improvement initiatives and the overall enhancement of IT service delivery.

Essential:

• Experience working in a Service Desk, Desktop Support or 2nd Line Support environment, supporting end users in a fast-paced organisation.
• Strong troubleshooting skills across hardware, software, Microsoft Windows and Microsoft 365 technologies.
• Experience supporting and administering Active Directory, Exchange, user access and account management processes.
• Knowledge of incident, request and access management, with the ability to work effectively to SLAs.
• Experience building, configuring and deploying end-user devices, including laptops and desktops.
• Excellent customer service, communication and stakeholder management skills, with the ability to prioritise workload and manage competing demands.

Desirable:

• ITIL Foundation certification or equivalent experience working within an IT service management environment.
• Experience delivering customer-facing support within a Walk-In IT Clinic, Tech Bar or similar deskside support function.
• Knowledge of mobile device support, including iOS devices and associated technologies.
• Experience managing IT assets, configuration items and equipment throughout their lifecycle.
• Exposure to enterprise and collaboration tools such as SharePoint, Oracle Fusion, Bloomberg or BlackRock.
• Experience working within a regulated environment, with a proactive approach to continuous improvement and problem solving.