• Global Service Desk Analyst

    Location UK-London
    Information Technology
    Position Type
    Regular Full-Time
  • Overview

    To support, assist and resolves issues in reference to Windows and Apple desktop, applications, ID administration, and other services provided by the IS&T Helpdesk. Responsible for delivery of services to clients; resolution of 70% of issues by phone and perform special projects as assigned.


    Global Service Desk Analyst responsibilities may include but will not be limited to the following:


    • Represents the Global Service Desk and acts as a first point of call in this capacity.
    • Understand callers need and provide professional, courteous response
    • Provide a single point of service for new problems, tracking of already reported problems, status queries etc via telephone and email.
    • Prioritize tickets/ service requests
    • Coordinate and participate in IT projects.  
    • Hardware / software procurement
    • Adhere to Global Service Desk polices and procedures.
    • Using the remote access tool, resolves 70% + issues at the Global Service Desk
    • Using service desk logging system, log all service desk calls.
    • The ability to troubleshoot Apple and Windows platforms, Mobile Devices, Citrix, MS Office Suite and other software related issues.
    • Perform and participate in root cause analysis.
    • Install applications remotely.
    • Reasonable attempt to solve problem / process service request.
    • Escalate hardware & software issues to 2nd / 3rd line support team.
    • Escalation for after hours support
    • Additional duties as assigned include meeting room & Video Conference support. Out of hour’s office moves, annual hardware refreshes as and when required.
    • Comms Meeting (Music Meeting) IT Support required each week on a rotation basis.
    • Manning IT BAR area on a rotation basis


    User Administration and Maintenance


    • Perform active directory maintenance ( group memberships, password resets)
    • Manage ID requests for applications (where no direct access)
    • Manage VPN access (help install VPN client, grant VPN access, ensure policies are adhered to)
    • Provide support for Microsoft Outlook (help configure, set-up and resolve any issues/user problems)
    • Provide remote support for Windows and Mac OS based user environment.
    • Perform mobile device administration tasks – adding/ deleting users, wipe devices, ensuring polices are adhered to.
    • Support users with printer connections, drive mappings, data back-ups etc.



    HP PC’s & Laptop


    Mobile Devices (iOS, Android)

    Video conferencing

    Cisco network support



    Mac OSX and applications


    Windows 7 /10

    Office 2013/2016 Suite

    Person Specifications

    • Experience in a similar business or a media company.
    • 2 year IT helpdesk support experience working in a corporate environment.
    • Supporting Mac and Windows platforms.  
    • IS&T based degree
    • Candidates must be flexible with work schedule including on-call availability.
    • Knowledge of common application programs (Microsoft Office, Adobe applications, Internet Explorer, Microsoft and Apple platforms and software).
    • Proficiency in Microsoft Windows Desktop and Apple Operating Systems required.
    • Must show initiative and be able to work independently.
    • Strong analytical skills.
    • Ability to work under pressure and meet deadlines.
    • Strong written and verbal communication skills and the ability to interact well with different levels within the organization. 
    • Ability to work well in a collaborative, team oriented environment and manage time effectively.


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