> Markdown version of [/jobs/ext/4100491-it-service-desk-analyst](https://www.wearedevelopers.com/jobs/ext/4100491-it-service-desk-analyst). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # IT- Service Desk Analyst - **Company:** Gardiner and Theobald - **Location:** London, UK (Remote available) - **Salary:** £31,110.0 - **Contract:** Permanent contract - **Skills:** Microsoft Access, Microsoft Windows, Active Directory, User Authentication, Microsoft Azure, Business Software, Domain Name System (DNS), Virtual Private Networks (VPN), Virtual Desktops, Azure Active Directory, Remote Service Software, TCP/IP, CompTIA Strata - PC Hardware Technology Engineer, Wi-Fi Technology, Software Troubleshooting, Microsoft InTune, Deployment Automation, Casper Suite, User Accounts - **Published:** October 9, 2026 - **Apply:** https://www.adzuna.co.uk/jobs/details/5921894161 ## About the Role You should have previous experience working in an IT Service Desk, desktop support or similar technical support role. You should be comfortable taking ownership of technical problems, investigating them methodically and knowing when an issue needs to be escalated. We are looking for: * Strong troubleshooting and problem-solving skills * Experience supporting Windows 11 and Microsoft 365 environments * Experience supporting user accounts, authentication and access issues * A good understanding of endpoint and mobile device management * Basic knowledge of networking, including TCP/IP, DNS, Wi-Fi and VPN troubleshooting * Strong communication and customer service skills * The ability to explain technical issues clearly to both technical and non-technical users * The ability to prioritise and manage multiple incidents and requests * A willingness to share knowledge and support less experienced members of the team Experience with the following would be advantageous: * Microsoft Entra ID and Active Directory * Microsoft Intune * Microsoft Autopilot * HaloITSM or another IT service management platform * Jamf * Azure Virtual Desktop * Microsoft Teams telephony * Laptop hardware diagnosis and repair ## Description We are recruiting an experienced Service Desk Analyst to join our IT Service Desk team, supporting approximately 1,400 users across the UK. This is a hands-on first and second-line support role covering Windows devices, Microsoft 365, identity, mobile devices and end-user infrastructure. Alongside handling day-to-day Service Desk requests, you will take ownership of more complex technical issues, provide escalation support to other analysts and work closely with specialist IT teams where further investigation is required., * Providing first and second-line technical support by telephone, remote support tools and in person * Managing incidents and service requests through HaloITSM * Troubleshooting Windows 11, Microsoft 365, Teams and business application issues * Investigating authentication, access and user account issues within Microsoft Entra ID and Active Directory * Supporting Windows device deployment * Supporting Apple iPhones * Troubleshooting Azure Virtual Desktop issues, including user sessions and common connectivity or profile problems * Providing support for Microsoft Teams telephony * Diagnosing hardware faults and carrying out laptop repairs and component replacement * Supporting printers and other end-user peripherals * Providing technical guidance and escalation support to other Service Desk analysts * Escalating issues to infrastructure, application or other specialist teams where appropriate * Maintaining accurate ticket records and ensuring incidents are progressed through to resolution * Creating and maintaining technical documentation and Service Desk knowledge articles Working Arrangements This role is based in our London office, with one day per week working from home after the probation period. The Service Desk operates 7:00am-7:00pm, with early (7:00am-3:30pm) and late (10:30am-7:00pm) shifts covered on a rotational basis, currently approximately one week in every five. Standard working hours are 9:00am-5:30pm. The team also provides remote evening and weekend support from home, handling tickets during the following hours: Weekdays: 7:00pm-10:00pm Weekends: 9:00am-5:00pm This is also covered on a rotational basis, currently approximately one week in every five.