Deskside Support Analyst

Overview

You join the Deskside Operations team to provide frontline, in-person IT support that boosts end-user productivity. You will triage escalated issues, resolve on-site hardware and network problems, and contribute to IT projects, serving as a bridge between end users and IT services. This role focuses on delivering reliable, hands-on support across offices and conference spaces, with opportunities to shape self-service resources and knowledge sharing. You’ll work in a global, optimist-driven culture that values problem-solving and collaboration.

Pay / Benefits

• annual bonus
• strong benefits package
• 25 days holiday + bank holidays
• pension scheme
• private medical and dental cover
• life assurance

Responsibilities

• Triage and resolve escalated end-user issues on-site and at the tech bar
• Provide hands-on support for office hardware, networking, printers, and AV equipment
• Collaborate with IT teams on projects and incident resolution
• Manage end-user troubleshooting and root-cause analysis for timely resolution
• Participate in on-call rotations to ensure robust service
• Process Install, Move, Add, Change via ServiceNow tickets
• Liaise with vendors for incident and service request handling
• Utilize ServiceNow for triage and tracking of end-user tickets
• Develop and maintain self-service documentation for end users and team members
• Support end-user experience and advocate for users within the IT environment

Key requirements

• Proven experience delivering end-user support in a large organization
• Experience troubleshooting WAN/LAN and print-related issues
• Experience supporting Microsoft Managed Desktop (Laptops)
• Experience with ServiceNow and Jira for tracking issues/projects
• Experience with Microsoft Office (2016/2019/2021 or O365)
• Experience with Cisco WebEx and AV conference room technology
• Proficiency with MacOS, Windows OS and MS Office
• Strong oral and written communication and customer service skills
• Understanding of desktop virtualization; TCP/IP and IP addressing; O365/M365 endpoint management and Intune
• Up to 20% travel

• Strong communication skills (oral and written)
• Customer-focused service orientation
• Collaborative and problem-solving mindset
• ServiceNow
• Jira
• Microsoft Office 2016/2019/2021 or O365

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