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# Desktop Support Analyst - 2nd Line

- **Company:** Pension Protection Fund (PPF)
- **Location:** London, UK (Remote available)
- **Salary:** £38,000.0 - £41,000.0
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Network Troubleshooting, Build Management
- **Published:** September 10, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=1de9b9ead1def4b0

## About the Role

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.

## Description

The Service Delivery team at the PPF provide a 7am - 7pm technology service at two sites located in the Croydon Head Office and the smaller Cannon Street (London) office.

The post-holder will deliver this role from the Cannon Street location and may, on occasion, be expected to travel to the Croydon site. In exceptional circumstances where incidents occur there may be a business need to work out of hours.

We're proud to be a Disability Confident Leader and actively encourage applications from people with disabilities. We are committed to ensuring our recruitment process is inclusive and accessible. If you require any reasonable adjustments during the recruitment process, please let us know. We are happy to discuss your needs and ensure you have the support required.

We embrace diverse talent welcoming people with different beliefs, backgrounds and ways of working. Whatever your background, and however you identify, you'll be welcome here.