Service Desk Analyst

Role Purpose

The Service Desk Analyst is adual-skilled IT support roleresponsible for delivering highquality1st and 2nd Line supportacross bothService Desk and Desktop Support functions.

This role ishighly technical and customer-facing requiring strong troubleshooting capability excellent communication skills and strict adherence to ITIL-based service management practices.

The analyst acts as asingle point of contactfor users; internal and Client ensuring incidents and requests are logged triaged resolved or escalated efficiently while maintaining a positive user experience.

Key Responsibilities

1. Service Desk & Ticket Management

• Log manage and resolve Incidents and Service Requests usingticketing system

• Apply correctticket classification(Incident vs Request)

• Maintain accurate ticket updates notes statuses priorities and ownership

• Research issues thoroughly before contacting end users

• Manage approvals and service requests end-to-end

• Assign and reassign tickets appropriately

• Ensure SLA compliance and ticket hygiene

• Monitor andanalysetickets using theITSM Dashboard including:

• Open tickets

• Resolved tickets

• Tickets not updated within SLA

• UnderstandServices and Service Offeringsand apply them correctly

• Communicate clearly and professionally with users via ticketsemailand phone call.

2. Virtual Desktop Infrastructure (VDI) VMware / Azure / FNZ

VMware & vSphere Administration

• Restarting recomposing and managing VDIs

• Assigning VDIs and managing entitlements

• Managing VDI pools and capacity increases

• Parent image management

• Disaster Recovery (DR) VDI support

• Diagnosing VMware login and connection errors

End-User VDI Support

• General VDI troubleshooting and performance support

• Diagnosing slow VDIs using Task Manager CPU and uptime

• Supporting OneDrive usage in VDI environments

• Drive mapping and local drive sharing

• Display and protocol troubleshooting

• Microphone audio and peripheral support

• Session management (logoff reboot verification)

• Certificate and authentication error troubleshooting

• TeamViewer support for remote sessions

3. Unified Communications & Telephony

• Daily system health checks

• Softphone registration and support

• Reception phone setup and support

• Verifying call recording functionality

• Resetting user PINs

• End-user telephony troubleshooting

4. Email & Messaging Support (Outlook Exchange Mimecast)

• Creating and troubleshooting Outlook profiles

• Resolving OST and sync-related errors

• Managing shared mailboxes and distribution lists

• Granting and removing mailbox access

• Creating shared mailboxes

• Supporting Mimecast platforms

• Investigating message status issues including:

• Blocked messages

• Messages on hold

• Malware and suspicious link alerts

• Managing Outlook rules and signatures

• General Outlook administration and user support

5. Browser & Web Application Support

• Supporting Microsoft Edge and Google Chrome

• Managingcache cookies and profiles

• Java version verification and troubleshooting

• Language and regional settings

• Browser-based application troubleshooting

6. Microsoft 365 & Application Support

• Supporting Excel Word PowerPoint Teams OneDrive Projects

• Office activation and account troubleshooting

• Teamsaudio and cache issues

• OneDrive sync and Teams channel sync

• Macro formatting and Excel performance issues

• Microsoft Dynamics and Project-specific errors

• Clearing Office and Teamscaches

7. Laptop & Endpoint Support

• Laptop setup provisioning and troubleshooting

• Managing devices viaMicrosoft Intune including:

• User Experience checks

• Fresh Start

• Domain removal

• Supporting Dell and HP devices and drivers

• Raising hardware support cases with Dell and HP partners

• Software installations via Company Portal

• BitLocker management

• Disk spaceoptimisation

• CMD and PowerShell troubleshooting

• VPN and security-related issues

• New laptop requests and build processes

8. Desktop & Network Support

• Printer setup and troubleshooting

• Sound and audio issues

• Fixed LTE and Wi-Fi router support

• Netskopemanagement and personal device handling

• Mobile device setup

• VPN support

9. Application Support

• Supporting business-critical applications

• Cache cookies and browser-specific fixes

• Java and content viewer troubleshooting

• Oracle and SQL connectivity issues

• Configuration file validation

• Application-specific error diagnosis and resolution

10. Account Administration & Identity Management

• Active Directory user administration:

• Account creation disablement unlocking

• Password resets and expiry checks

• Group membership management

• Authenticator app setup

• Password self-service support

• Managing access to Silica and FNZ applications

• Joiners Movers and Leavers processes

• Accountmanagement

11. Asset Management

• Maintaining and updating the Master Asset List

• Recording new assets and equipment returns

• Ensuring asset accuracy for audit and compliance purposes

Key Skills & Experience

Technical Skills (Essential)

• ServiceNow (ITIL-based ticket management)

• Windows 10/11 support

• Microsoft 365 administration

• VMware VDI environments

• Active Directory administration

• Intune device management

• Networking fundamentals (VPN DNS connectivity)

• Application and database troubleshooting basics

• Strong diagnostic and problem-solving skills

Soft Skills (Critical)

• Excellent verbal and written communication

• Strong customer service mindset

• Ability to work calmly under pressure

• Strongorganisationaland time management skills

• Attention to detail and documentation accuracy

• Ability to explain technical issues to non-technical users

Qualifications & Experience

• Relevant ITqualificationor equivalent experience

• 25years experiencein a Service Desk / Desktop Support environment

• Exposure to ITIL principles preferred

• Financial services or regulated environment experience advantageous

Role Expectations

• Adherence to SLA security and audit requirements

• Willingness to work across Service Desk and Desktop Support functions

• Continuous learning and skills development

• Professional representation of IT to the business