Service Desk Analyst

Location London
Discipline: Infrastructure & Support
Job type: Permanent
Salary: 40k per annum

​An International Property Company are looking for a new Service Desk Analyst to work with a highly motivated team in a commercially focused, and business orientated organisation. This is a permanent opportunity with hybrid working based in Central London.

The Company

They employ over 230 staff in the UK with a fast-growing presence, serving a wide range of Clients. Headquartered in London, they have established a strong track record and reputation as the ‘Partner with a purpose’ to help each Client get the most out of their property.

Through their network of offices in the UK, they offer a wide range of property services including consultancy, management, investment and commercial agency, residential sales & lettings.

The Role

This is a role that needs a flexible approach. It requires demonstrable current technical skills, commercial expertise. The role is responsible for the day to day end user support, processing and resolving Support and Request tickets. You should be able to handle multiple priorities, work closely with the IT Team and business units in delivering IT services to the business. You will be supported in your role by an internal IT function, a range of well-established and trusted outsourced providers, and a senior management team that appreciates the role technology plays in creating value for the business.

Primary Responsibilities:

Systems and Process:

  • To work within an ITIL Service Desk framework environment

  • Self-motivated with a willingness to learn and adapt to any new change or situation. Proactive personality with a can-do attitude.

  • Excellent Inter-personal skills; ability to communicate with customers at all levels. The ability to work as part of a team and on own initiative.

  • Ability to troubleshoot and ask appropriate questions to gather key information from users

  • Produce end user level documentation and provide hands on training when required

  • To maintain a high degree of customer service for all support queries and adhere to all service management principles.

  • To take ownership of user requests and be proactive when dealing with user issues

  • Work with third party suppliers to ensure appropriate resolution to reported issues

  • Manage elements of the UK mobile device platform, including handset configuration and distribution to users

  • Organise the delivery of IT equipment to end users

  • Undertake Imaging and configuration of End user devices, ensuring records are maintained appropriately.

Clients and Business Development:

  • Supporting the fee-earning areas of the business to provide excellent services to their clients by ensuring the high availability of technology services

  • Build strong relationships with each business line, understanding the systems each team use, their key clients and wherever possible support aspirations for better use of technology


  • Act as the 1st line responder by processing and resolving customer support tickets within defined SLA’s.

  • Act as the technical lead for incidents, working closing with their trusted supply chain to a prompt resolution.

  • Build and maintain effective working relationships with all IT service provider personnel

  • Wherever possible take steps to elevate the overall confidence and capability of IT users across the business

  • Provide Out of Hours support as and when there is a business requirement.

Essential experience & qualifications:

  • Proving excellent customer service, being the face of IT.

  • To work within an ITIL Service Desk framework environment

  • Self-motivated with a willingness to learn and adapt to any new change or situation. Proactive personality with a can-do attitude.

  • Ability to process and handle multiple requests

  • Awareness of prioritising workstreams

  • Excellent team player

  • Demonstrable technical knowledge of Windows & IOS Operating Systems, M365 & Teams,

  • At least 2 years in working in enterprise IT environments in a technical capacity.

  • Evidence of the application of excellent written, oral, presentational and communication skills

Hybrid Working:

  • 4 days in the office, 1 day remote