Technical Support Analyst

Location City of London
Discipline: IT Support, IT Infrastructure & Support
Job type: Permanent
Salary: £up to £40k with additional discretional bonus depending on skills and experience.

A Global PR Agency based in Central London are seeking a Technical Support Analyst to join their team on a permanent basis.


The company is an advisory firm that specialises in handling crucial business issues. They assist businesses in establishing reliable relationships with all their stakeholders. When clients approach them, it's because they understand that building effective engagement with everyone who has a stake in the company is more than just managing perceptions - it is vital to the success of the business.

Their background in financial communications means they understand how businesses are wired. It also means integrity is deep in their nature: diligence, openness and accuracy.

They are a single global firm that can deliver anywhere. They have gained a reputation for having high-calibre and highly experienced people with diverse backgrounds and skills. This means that no matter how complex the task is or where it is in the world, they can assemble the right experts from across the firm.

Their purpose is to help the great value-creating organisations of the world play a more successful role in society.


They are looking for a London based Technical Support Analyst to provide onsite face to face desktop support locally whilst participating with the wider global ICT team to support all of their offices around the world with 1st level support.

This position requires some “on-call” coverage and occasional work beyond normal business hours due to the 24/7 rotation. This time and all approved overtime will be compensated in accordance with overtime regulations.

Their ICT Helpdesk support colleagues covering 27 offices by providing technical support to these colleagues, based out of their London office. The ICT Helpdesk provides essential technical support, assisting users with both hardware and software issues. Their role involves diagnosing problems, offering solutions, and guiding users through troubleshooting steps. They ensure prompt issue resolution, maintain clear communication with business stakeholders, and contribute to a positive technology experience by assisting their colleagues with their issues.

Key Responsibilities

  • O365 and Active Directory administration

  • Triaging Support requests coming into the ICT Helpdesk Mailbox

  • Answering colleagues’ queries by providing technical support on their telephony system.

  • Supporting and troubleshooting OS and application performance issues on both Windows and Mac Devices.

Knowledge, Skills, and Competencies

  • Technical experience in administering, supporting, and deploying Windows 11 and macOS

  • O365 application support including full Microsoft Office suite

  • Ability to provide network support with knowledge of protocols and services, such as TCP/IP, DNS and DHCP

  • Experience in supporting Apple devices such as iPhones and iPads with corporate MDM’s 

  • Experience in using Microsoft Intune to support Windows devices

  • Experience supporting Zoom and Teams on client and room-based systems including presentations

  • Knowledge and understanding of multi-factor authentication

  • Building Windows computers via Auto-Pilot method

  • Building of MacBook computers using JAMF

  • Supporting printer and photocopiers

  • Supporting the Joiners, Movers & leavers process

  • ITIL knowledge beneficial but not essential

Other Qualities:

  • Customer focused and service orientated

  • Strong communication skills with both verbal and written

  • Excellent client service, time management and organised

  • A strong passion for technology and maintaining up to date knowledge