The Vacancy

The IT Service Desk is the first point of contact between end users and the Firms technology community. The IT Support analyst will provide first and second line technical support to internal staff and clients. Working as part of a team, the analyst is responsible for the accurate recording, ownership, lifecycle management and timely resolution of requests and support logged via the Service Desk System. The analyst will be expected to perform analysis and technical troubleshooting as part of the role, escalating to other technical specialists as required. The role requires an aptitude for working with end user technologies, along with excellent customer service skills.


  • Act as part of a centralised technical support function, triaging service and support requests placed by members of staff across the organisation.
  • Accurately recording and managing all service and support requests logged on the IT Service Desk tool, including correct categorisation and prioritisation.
  • Taking ownership of end user requests and following up on behalf of the end user, communicating progress in a timely manner and within SLA.
  • Providing end user support in all aspects of corporate technology from advice to practical assistance and training.
  • Contributing to the creation/facilitation/maintenance of FAQ documents, knowledge articles and user guides.
  • Supporting the Infrastructure team in the daily monitoring of systems.
  • Escalating issues to the appropriate technical group in accordance with established protocols.
  • Build relationships with peers, senior IT support analysts (2nd/3rd Line Support) and Infrastructure engineers (3rd line support) to ensure IT delivered services and end user productivity goals are understood, met or exceeded.
  • Being an advocate for the end user to ensure he or she receives high quality and timely service and support from the entire IT Organisation.
  • Maintaining a professional, high degree of customer care, adhering to all service management principles
  • Maintaining high standards against established departmental processes and procedures, inclusive daily checks and system administration.
  • Adherence to IT information security standards, policies and procedures to ensure consistent quality of service.
  • Flexibility on work patterns will be required, which may sometimes include work out with normal business hours.

Qualifications / Experience:

  • Current MCDST, MCSA (or equivalent) Preferred.
  • ITIL foundation qualification preferable.
  • Service Desk / call centre experience essential.

Knowledge and Skills:

  • Able to demonstrate a working knowledge of the following core technologies:
    • Microsoft Desktop Operating Systems (Win 7/8.1/10)
    • Microsoft System Centre Configuration Manager (MCEM)
    • Microsoft Active Directory Users and Computers
    • Microsoft Exchange Administration
    • Microsoft Office Suite
  • Able to demonstrate appropriate levels of competence as defined in the IT Operations Skills matrix.
  • First class approach to customer service.
  • logical approach to technical troubleshooting and problem solving.

Personal Attributes:

  • Excellent communication skills and telephone manner.
  • Ability to work well as part of a team.
  • Logical and common-sense approach.
  • Highly organised with a high level of attention to detail.
  • Ability to learn new technologies and software.
  • Keen interest in IT and emerging technologies.
  • Punctual, good timekeeping and attendance levels.

About Us

Together, we’ve been building better futures for over 100 years. For our people, our clients and their people, our communities and the environment.

We thrive on tackling complex problems. And we believe those problems are best solved by diverse teams – diverse in skills, approaches and backgrounds. Our independence lets our people be themselves and think freely, while working in a collaborative, supportive environment.  We love innovative, independent thinking and want everyone to share their ideas.

Working alongside employers, trustees and financial services institutions, we offer pensions, investments, benefits and risk consulting services, as well as data and technology solutions. With over 1000 employees and counting, we’re one of the leading consultancies in our field and are proud to be recognised by numerous industry awards.

We’re committed to developing our people and encourage everyone to carve out their own career path. We’ve many colleagues who started out in one team in the business and have ended up somewhere completely different, having had the chance to develop new skills and explore new passions.

Our hybrid working model offers the best of both worlds – home working as well as a fun, collaborative office environment – meaning flexible working patterns to accommodate individual needs. For more information about our benefits you can visit our iDeal.

If you need any assistance in relation to a personal requirement, medical condition or neurological difference during our selection process then please let us know.

Together, we can make this the best job you’ll ever have.

To apply please click HERE


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