IT Service Desk Analyst

Role Overview

We are recruiting for a key position in our Global IT service desk team

You will deliver a high-quality, user-focused IT support across the EMEA region.

You will act as a key technical point of contact for our C-suite, board members, and senior executives based at our Basingstoke head office, as well as providing support to employees across our global organisation.

As a trusted IT partner to our leadership team, you’ll handle requests from the CEO, CFO, General Counsel, Executive Assistants, and other senior stakeholders, ensuring a seamless, proactive and professional support experience. The role also involves occasional travel to provide on-site technical assistance during board meetings or executive events.

You’ll be responsible for delivering both in-person and remote technical support, managing incidents and requests through to resolution, and contributing to wider infrastructure and workplace technology improvements. This position requires confident technical expertise, discretion, and the ability to communicate effectively with individuals at all levels of the organisation.

This role requires 2 days in the Basingstoke office (Tuesday and Wednesday) with travel with the board around the UK as well as possible travel abroad

General Operations

• Provide dedicated IT support to C-suite executives and senior leadership in office, remote and off-site engagements.
• Deliver second-line technical support for global users, resolving complex issues across hardware, software, networking, and collaboration tools.
• Act as the primary contact for executive support requests, ensuring prompt, professional, and discreet service.
• Maintain high levels of communication and documentation within ITSM tools.
• Participate in IT projects, upgrades, and continuous improvement initiatives.

Technical Operations

• Diagnose and resolve hardware, software, and network issues across desktops, laptops, printers, mobile devices, and peripherals.
• Support and administer user accounts, permissions and security using Active Directory, Microsoft 365, Exchange Online, and Entra.
• Manage and maintain endpoint security, patching, and update compliance through tools such as Intune and Patch
  
  MyPC.

Infrastructure Support

• Assist in managing Wi-Fi access points, switching, VPNs, and LAN cabling in our Basingstoke office.
• Support network and connectivity issues, with working knowledge of TCP/IP, DHCP, DNS and VPN.

Cloud & Automation Exposure

• Monitor and administer cloud services including Microsoft 365 and Azure, supporting service availability and access.
• Identify and implement improvements to support workflows through automation or scripting (Power Shell or similar).
• Maintain awareness of backup procedures, business continuity processes, and recovery tools.

Project Participation

• Occasionally support the implementation and rollout of global IT projects including infrastructure upgrades, new site deployments, and service transitions.
• Act as a local technical lead for minor projects, coordinating third-party engineers or contractors where appropriate.

Technical Operations

• Diagnose and resolve hardware, software, and network issues across desktops, laptops, printers, mobile devices, and peripherals.
• Support and administer user accounts, permissions and security using Active Directory, Microsoft 365, Exchange Online, and Entra.
• Manage and maintain endpoint security, patching, and update compliance through tools such as Intune and Patch
  
  MyPC.

Infrastructure Support

• Assist in managing Wi‑Fi access points, switching, VPNs, and LAN cabling in our Basingstoke office.
• Support network and connectivity issues, with working knowledge of TCP/IP, DHCP, DNS and VPN.

Cloud & Automation Exposure

• Monitor and administer cloud services including Microsoft 365 and Azure, supporting service availability and access.
• Identify and implement improvements to support workflows through automation or scripting (Power Shell or similar).
• Maintain awareness of backup procedures, business continuity processes, and recovery tools.

Project Participation

• Occasionally support the implementation and rollout of global IT projects including infrastructure upgrades, new site…