IT Support Analyst

IT Support - 2nd Line

Location: London | Full-time, five days per week in the office

A leading global investment management firm is looking for an experienced IT support professional to join its Global IT Services team.

You’ll provide hands-on second-line support, resolving complex issues escalated by the Service Desk and working closely with IT Engineering teams. The role combines technical troubleshooting, deskside support, VIP assistance and technology support for meetings and events.

Key responsibilities

• Manage incidents and service requests through ServiceNow, keeping users informed and taking ownership through to resolution.
• Provide deskside and remote support to employees, senior executives, VIP guests and colleagues visiting the London office.
• Troubleshoot Windows, Microsoft 365, hardware, software and connectivity issues, including Wi-Fi, wired networks and VPN.
• Support user and group administration across cloud and on-premises systems.
• Help the first-line Service Desk with daily tickets, provide guidance on complex issues and share technical knowledge.
• Create clear technical documentation and practical user guides.
• Set up and support AV equipment, video conferencing and live streaming for meetings, town halls, webinars and hybrid events.
• Carry out proactive meeting-room checks and resolve technical issues during live events, working with colleagues and external suppliers.
• Coordinate with third-party vendors to maintain service standards.
• Support desk moves, equipment installations and improvements to end-user systems, applications and peripherals.
• Contribute to IT projects and cloud provisioning and maintenance procedures, ensuring alignment with business needs, security standards and regulatory requirements.

About you

• At least five years’ experience in service desk, desktop support or a similar technical support role, including hands-on second-line troubleshooting.
• Experience in financial services, legal, accounting or professional services is preferred, as is experience supporting a global organisation.
• Strong knowledge of Windows 11 and experience across the Microsoft environment, including:
• Microsoft 365: Teams, SharePoint and OneDrive
• Active Directory, Azure benefitical though not essential and Intune
• Conditional Access and user administration
• Experience using ServiceNow or a similar IT service management platform.
• Experience providing remote support and supporting Teams, Zoom, meeting-room technology and corporate events.
• Confident supporting senior stakeholders and VIP users, with clear communication and a strong customer-service approach.
• Able to prioritise competing requests, solve problems independently and collaborate effectively with colleagues.
• A professional approach to handling confidential information.
• ITIL certification is strongly preferred.
• Available to work in the London office five days per week.

What’s on offer

• A collaborative, international environment with a flat organisational structure.
• Opportunities to contribute to projects and develop within a growing business.
• On-the-job training, mentorship and education assistance.
• Competitive benefits, including medical, dental and vision coverage.
• 25 days’ annual leave.
• A one-month sabbatical after every five years of service.
• Company-paid life and disability insurance.
• Domestic and international events, offsites and volunteering opportunities.
• A long-term approach to compensation, including performance-based incentives.

The firm is an equal opportunity employer and welcomes applicants from diverse backgrounds.