IT Service Desk Analyst - FTC

IT Service Desk Analyst – 6 month FTC – Ascot Lloyd

Role title: IT Service Desk Analyst

Reports to:

Service Delivery Manager

Location:

London, plus frequent travel around the South East offices
Hours of work: 35 hours
SMCR Function:
This is a Conduct Role

Purpose of role
At Ascot Lloyd, an IT Service Desk Analyst is the first point of contact for our business users regarding IT matters and plays a crucial role in the department, providing the first and second line of technical support and service, ensuring users’ technical issues are resolved promptly and effectively to a high degree of satisfaction.
Working as part of the Company’s in‑house IT team, the role primarily deals with internal colleagues, responding to incidents and requests, troubleshooting issues, providing access to IT services and managing end user IT equipment and assets such as phones and laptops.
This role will require regular visits to five key sites across the UK, and occasional visits to smaller offices, using a mixture of own transport, trains and planes.

• Call Management and Triage
• Be the first point of contact 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 of details
• Prioritise tickets based on urgency and impact and escalating incidents where necessary

• 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 capture information to escalated to third line functions and be the point of contact between end users and other IT teams
• Provide a mixture of remote and in-person support to end users in a professional manner
• 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 the JML process, including IT account creation, group and permission assignment, license application, and access removal
• Maintain and update the 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 the asset management database throughout the asset lifecycle, from purchase to secure WEEE‑compliant disposal
• Manage stock levels, ensuring stockrooms are organised and well maintained
• Provision 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 the IT knowledge base by creating and improving troubleshooting guides and service desk procedures
• Participate in team meetings, support new team member onboarding, and contribute to process improvements and operational efficiencies

• Proficiency in administration of M365, Active Directory, Windows OS, Microsoft Intune and Azure Virtual Desktop is essential
• Good understanding of building and provisioning devices such as laptops, desktops and iPhones is essential
• Knowledge of ticket management practices and IT Service Management systems e.g. Service Now, Sysaid or Halo is strongly preferred
• Basic understanding of IT systems and services including telephony, video conferencing, networks and IT security is strongly preferred

• Excellent communication skills, including written and verbal
• Excellent interpersonal skills are essential
• Strong organisational skills and ability to prioritise workload are essential
• Acting in a professional manner is essential
• Working as part of a team is essential
• Ability to, and enjoyment of, problem solving is essential
• Being able to show compassion and empathy with colleagues is strongly desired
• 2+ years of experience working in an IT support is strongly preferred

• Experience of administering and supporting…