Desktop Support Analyst

• Own and resolve escalated first-line tickets within SLA, escalating to third-line support or infrastructure teams when needed
• Diagnose and fix complex hardware, software, network and access issues
• Build, image and deploy laptops and desktops using Autopilot, Intune or SCCM
• Manage user accounts, groups, permissions and policies in Active Directory and Entra ID
• Administer and support Microsoft 365, including Exchange Online, Teams and SharePoint
• Support VPN, remote access, printers, mobile devices and MFA issues
• Run onboarding and offboarding, and handle patching and software packaging and deployment
• Identify recurring issues, conduct root cause analysis and propose fixes
• Mentor and support first-line colleagues, and review or improve knowledge base articles
• Contribute to projects such as OS upgrades, rollouts and office moves

Technologies:

• Active Directory
• Hardware
• Support
• JIRA
• Microsoft 365
• Mobile
• Network
• ServiceNow
• SharePoint
• TCP/IP
• VPN
• Windows
• Office 365, Were looking for a Desktop Support Engineer to handle escalated incidents and technical requests from the service desk, helping keep end users productive across devices, applications and access. Youll work closely with first-line colleagues and our wider infrastructure team, with scope to grow into third-line support or a specialist area. This is a contract role based in London, hybrid with four days per week, at a rate of £275 per day inside IR35.

• 2-4 years of experience in a senior service desk role
• Strong Windows 10/11 troubleshooting and deployment experience
• Active Directory, Group Policy and Microsoft 365 administration experience
• Experience with Intune or SCCM for device management
• Networking fundamentals, including DHCP, DNS, TCP/IP, VPN and Wi-Fi
• Experience with a ticketing platform such as ServiceNow, Jira Service Management or similar
• Clear communication skills and a customer-first approach