> Markdown version of [/jobs/ext/4162360-it-service-desk-analyst](https://www.wearedevelopers.com/jobs/ext/4162360-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:** Alvarez and Marsal - **Location:** London, UK (Remote available) - **Contract:** Permanent contract - **Skills:** Microsoft Word, Microsoft Excel, Microsoft Windows, Active Directory, Artificial Intelligence, Android Software Development, Apple IOS, Apple Mac Systems, BitLocker Drive Encryption, VoIP, Microsoft Outlook, Cisco Unified Communications Manager, Microsoft Exchange Server, File System Permissions, Virtual Private Networks (VPN), Jabber, Microsoft Office, System Center Configuration Manager, Microsoft PowerPoint, Remote Access Technology, Remote Service Software, Microsoft SharePoint, Software Engineering, TCP/IP, Cisco WebEx, Data Logging, Office365, Microsoft InTune, Computer Equipment, Casper Suite, Commvault, Servicenow - **Published:** October 14, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=443b10100c7a124b ## About the Role * Educated in the technology field preferred * Some prior experience in help desk environment or tech support services (preferable) * Solid understanding of MS Office 2016-O365 (Outlook, Word, Excel, Power Point, etc.) * Proven background with customer service and able to handle stressful / time-sensitive situations * Telephone customer service experience required * Fundamental understanding of PC hardware/software and connectivity components * Experience with Windows Operating Systems, Mac OS experience is preferred * Understanding and awareness of AI tools, automation, and their practical applications * Knowledge of MS Exchange, Active Directory, SharePoint * Knowledge of LAN/WAN networking, remote access VPN technology, TCP/IP * Good understanding of ITIL based structure * Exposure to HP/Lenovo ThinkPad/ Dell/ MacBook/ iPhone/ Android/ hardware preferred * Previous experience with an incident management/tracking system required * Some weekend and afterhours support required, as well as light travel potentially * Fluency in English is essential, additional languages are desirable ## Description A&M is seeking a dedicated IT Service Desk Analyst to join our London office to support all users by email, telephone, remote support tools and/or direct contact for technology related problems. The IT Service Desk Analyst will provide diagnosis, resolution, or escalation to other service desks, engineering and/or applications development groups using our internal incident management system. In addition, the IT Service Desk Analyst is responsible for accurately logging calls, understanding and interpreting all support requests, providing documentation and resolution for our internal knowledge base, and assist on other assigned projects that will provide technical solutions to our user community through information support requests or as directed. This is a fantastic opportunity to work for a professional services firm with a great work ethic and positive attitude. The role will be based in London, with the occasional travel to different sites in Europe when needed. How you will contribute * Facilitating walk-ups ServiceDesk and utilizing incident knowledge base platform (Service Now) * Analyse, diagnose, document, resolve or escalate reported issues and outages * Taking ownership of tickets throughout its lifecycle while providing clear and timely communication to end users. * Assist other depts within IT; engineering/operations, and infrastructure applications/hardware * Configure, install, and troubleshoot laptops/mobile devices/printers * Respond to all user support inquiries globally including primary office location * Supported Applications: * Support and troubleshooting include supporting MS office 2016 - O365 suites, ServiceNow, Commvault, (Cisco Products: Jabber, WebEx, AnyConnect VPN, Call Manager CUCM ), JAMF (Mac deployment), Active Directory, Shared drive/Folder permissions understanding & troubleshooting, Bitlocker MBAM, Intune Remote, SCCM, Video & Audio Conferencing administration, Apple iOS, Android, 2FA/MFA mobility support & VOIP connectivity troubleshooting, LAN connectivity troubleshooting, Mimecast, Intune, network printer support.