Senior IT Service Desk Analyst

Position Overview:

Reporting to the Associate Director of European IT, the Senior IT Service Desk Analyst provides end‑user support while playing a key role across the Infrastructure and IT Operations functions. The role supports end users, maintains workstations, installs and supports hardware and software, delivers user training, and ensures accurate documentation and ticket management within Service Now.

The role is responsible for software and hardware asset management and lifecycle planning, task automation using endpoint management, configuration, and scripting tools, and the administration of user accounts, groups, and licensing across enterprise identity and productivity platforms. This includes mobile device configuration and management, supporting vulnerability and patch management activities by coordinating remediation, tracking compliance, and ensuring timely updates in line with IT and Security policies.

This is an office‑based role, Monday to Friday, with working hours of 10:00am – 7:00pm (UK time) to support collaboration with US teams and ensure effective ticket handover, escalation, and operational continuity across time zones.

• Work globally with the IT Service Desk team to respond to and resolve tickets in accordance with the company’s SLAs.
• Provide primary support to end‑users, maintain regular communication throughout the ticket lifecycle, and document resolutions through Service Now.
• Provide effective IT support, including out‑of‑hours support in critical incidents and participation in on‑call support.
• Troubleshoot hardware and software issues both remotely and in person.
• Work with third‑party vendors as necessary to provide a technical resolution – liaise with 3rd parties, i.e. vendors. Manage the company’s mobile phone devices.
• Collaborate with People Success to streamline employee transitions, including efficient onboarding, IT setup, credentialing, and secure off‑boarding processes.
• Assist with the standard installation of our corporate operating systems. Ensure successful deployment of laptops, both remote and physical.
• Work within the security and compliance requirements guidelines, including GDPR and CPRA.
• Proactively identify and address technical issues with the IT team.
• Create, update, and maintain IT end‑user documentation in Confluence.
• Maintain asset inventory, including regular physical stock checks.
• Perform IT storage room maintenance, which consists of recycling hardware and ensuring the disposal of redundant equipment according to current EU directives/guidelines.
• Stay current with the industry to evaluate and propose new technologies as required.
• Manage the IT onboarding and off‑boarding of employees.

• Support vulnerability and patch management, working closely with the Information Security team to remediate findings using centrally managed security and endpoint management platforms, ensuring compliance with security policies and SLAs.
• Monitor and respond to network security events, collaborating with the Information Security team to investigate and remediate incidents.
• Manage Windows endpoints through MDM solutions globally via centralized management platforms.
• Use Power Shell to execute scripts supporting Windows servers and desktops.
• Support business operational systems, including Azure and Office 365, covering user administration, Exchange mailboxes and distribution lists, and application assignments.
• Support vendors’ use of virtual desktop environments, including onboarding, access configuration, ongoing support, and troubleshooting.
• Manage company mobile phone devices using enterprise mobile device management platforms, including provisioning, configuration, and lifecycle management.
• Act as a local technical point of contact for infrastructure and network activities, working closely with US Infrastructure and Network teams to support day‑to‑day operations, escalation, and cross‑region coordination.
• Assist with network infrastructure operations, including troubleshooting connectivity issues, supporting network optimisation initiatives, and validating changes in collaboration with Infrastructure and…