Service Desk Analyst

Why G&T

Gardiner and Theobald is an independent construction and property consultancy committed to providing world class service to our clients. Our dedicated team of over 1,300 people delivers Cost Management, Project Management and Specialist Consultancy services from a network of UK and US offices bound by a common purpose – to build a better tomorrow.

We define our success by the value we create for our clients, the fulfilling careers we build for our people and our contribution to the communities we work in. Our own long-term business performance aligns profit with purpose, taking social and environmental responsibility for our actions and the legacy we leave behind.

People are central to our mission. Rewarding individuals based on their unique abilities, talent and hard work, we believe in the quality of experiences and investing in a collaborative culture where all can thrive.

About the Role

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.

Key Responsibilities

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.

About You

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’re 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