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# Desktop Support Analyst - 2nd Line

- **Company:** Pension Protection Fund (PPF)
- **Location:** Croydon, UK
- **Salary:** £36,000.0 - £39,000.0
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Network Troubleshooting, Build Management
- **Published:** August 13, 2026
- **Apply:** https://www.careerjet.co.uk/job/gbe1e5e0cfece71e776cdd21c0a2017366/eaa

## About the Role

We're looking for a Desktop Support Analyst to join our busy Service Delivery team to become a critical customer-facing member of the Department.
The key responsibility includes providing exceptional service delivery and user experience in a Microsoft 365 (M365) cloud-first environment. No day is ever the same; typical tasks will include managing various incidents, fulfilling service requests, processing devices, system builds, script development, network troubleshooting, software / application handling, and optimising support practices.
We're looking for someone with a proven track record in a 2nd line support role. This should be from a professional services environment (financial services preferred) that deals with business-critical teams in an end-user organisation, rather than working in a managed services or IT consultancy setting.
You'll bring excellent customer service skills to everything you do - this includes the ability to clearly communicate both technical and non-technical information to a diverse user base, remain calm and effective under pressure, and apply a logical, structured approach to prioritising tasks. You'll have a natural aptitude for problem-solving and be comfortable maintaining a consistently high standard of work, whether operating independently or as part of a supervised team.
You'll demonstrate a high level of knowledge in Microsoft 365 and it's applications, alongside solid experience in incident management, fault diagnosis and resolution. Experience of any investment applications (i.e. Bloomberg Terminal) is advantageous. Finally, an ITIL Service Management qualification, or experience working within a team that follows ITIL-aligned practices, is highly desirable.