IT Service Desk Analyst

Location:
London or Reading [with access to a regional hub]. Willing to travel nationwide.

Location, Travel and

Hours:

Travel required nationally. Occasional overtime, outside of hours and weekend work may be required. 8am-5.30pm on week days with shift working to cover these times.

Hybrid working: 3 days per week in office.

Reports to: e.g. Service Delivery Manager

SMCR Function:
Conduct role

Join a company where your success and community spirit truly matter. Apply today to Ascot Lloyd!

What's on offer at Ascot Lloyd

• Skills accelerator:
  Ascot Lloyd counts as one of the UK’s fastest-growing national firms. A chance to work autonomously and strive for excellence in a high growth environment.
• Support to Succeed: investment long term in your personal and professional growth through our in-house Learning and Development Portal, tailored training plans, sponsorship of professional memberships, and supported study & leave!
• Benefits: a corporate pension, private medical, life assurance, critical illness cover, electric car salary sacrifice and paid time off for celebrations and volunteering, discounted Ascot Lloyd Financial advice for employees, enhanced parental leave —plus fun perks to help you thrive at work and beyond!
• Recognition: a package that includes performance bonuses and long-term incentives, giving you flexibility to balance work and life. We celebrate your commitment with length-of-service and values recognition awards. At Ascot Lloyd, we’re proud to make a positive impact through our ESG initiatives—whether it’s volunteer days, charity partnerships, employee sponsorship funds, or fun team activities like walking challenges.

• First POC for users on behalf of IT. Answering phone calls and responding to tickets within our IT Service Management tool
• Providing initial triage of calls and tickets including capturing and logging details
• Prioritise tickets based on urgency and impact and escalating incidents
• Diagnose and resolve first and second line issues relating to software, such as M365 and AVD, hardware, such as laptops, phones and desktops, and network connectivity
• Troubleshoot and information capture issues to escalate to third line functions and POC between end users and other IT teams
• Remote and in person support to end users
• Fulfil requests for IT services including additional software and hardware requests
• Liaise with third party providers for IT support on services such as printing and video conferencing
• Support HR with JML process, including IT account creation, group and permission assignment, license application, and access removal.
• Maintain and update JML user access database.
• Procure, build, distribute, and manage IT equipment and peripherals (e.g., laptops, desktops, mobile devices) in line with approval and procurement processes.
• Maintain asset management database throughout asset lifecycle, from purchase to secure WEEE-compliant disposal.
• Manage stock levels and ensure stockrooms are organised
• Provide and manage devices via Intune, including policy amendments, software deployments, OS builds, and remediation of compliance issues.
• Create and deliver IT training and support content for users, including documentation, 1:1 or group sessions for new joiners or system rollouts.
• Contribute to IT knowledge base by creating and improving troubleshooting guides and service desk procedures.
• Participate in team meetings, support new team member onboarding

• Administration of M365, Active Directory, Windows OS, Microsoft Intune and Azure Virtual Desktop is essential
• Building and provisioning devices such as laptops, desktops, iPhones
• Ticket management practices and IT Service Management systems eg. Service Now, Sysaid or Halo is strongly preferred
• IT systems and services knowledge e.g. telephony, video conferencing, networks and IT security

• Strong organisational skills and ability to prioritise workload
• Team working abilities
• Good problem solving is essential

• 2+ years experience working in an IT support role
• Experience of administering and supporting M365 essential
• Experience of provisioning IT end user computing essential
• Experience of working in an ITIL environment desirable

• ITIL 4 Foundation is preferred
• Microsoft 365 Fundamentals (MS-900) preferred