Service Desk Analyst

Role Purpose 

The Service Desk Analyst is a dual-skilled IT support role responsible for delivering high‑quality 1st and 2nd Line support across both Service Desk and Desktop Support functions. 

This role is highly technical and customer-facing, requiring strong troubleshooting capability, excellent communication skills, and strict adherence to ITIL-based service management practices. 

The analyst acts as a single point of contact for users; internal and Client, ensuring incidents and requests are logged, triaged, resolved, or escalated efficiently while maintaining a positive user experience. 

Key Responsibilities 

1. Service Desk & Ticket Management  

• Log, manage, and resolve Incidents and Service Requests using ticketing system 

• Apply correct ticket classification (Incident vs Request) 

• Maintain accurate ticket updates, notes, statuses, priorities, and ownership 

• Research issues thoroughly before contacting end users 

• Manage approvals and service requests end-to-end 

• Assign and reassign tickets appropriately 

• Ensure SLA compliance and ticket hygiene 

• Monitor and analyse tickets using the ITSM Dashboard, including:  

• Open tickets 

• Resolved tickets 

• Tickets not updated within SLA 

• Understand Services and Service Offerings and apply them correctly 

• Communicate clearly and professionally with users via tickets, email and phone call. 

2. Virtual Desktop Infrastructure (VDI) – VMware / Azure / FNZ 

VMware & vSphere Administration 

• Restarting, recomposing, and managing VDIs 

• Assigning VDIs and managing entitlements 

• Managing VDI pools and capacity increases 

• Parent image management 

• Disaster Recovery (DR) VDI support 

• Diagnosing VMware login and connection errors 

End-User VDI Support 

• General VDI troubleshooting and performance support 

• Diagnosing slow VDIs using Task Manager, CPU, and uptime 

• Supporting OneDrive usage in VDI environments 

• Drive mapping and local drive sharing 

• Display and protocol troubleshooting 

• Microphone, audio, and peripheral support 

• Session management (logoff, reboot verification) 

• Certificate and authentication error troubleshooting 

• TeamViewer support for remote sessions 

3. Unified Communications & Telephony  

• Daily system health checks 

• Softphone registration and support 

• Reception phone setup and support 

• Verifying call recording functionality 

• Resetting user PINs 

• End-user telephony troubleshooting 

4. Email & Messaging Support (Outlook, Exchange, Mimecast) 

• Creating and troubleshooting Outlook profiles 

• Resolving OST and sync-related errors 

• Managing shared mailboxes and distribution lists 

• Granting and removing mailbox access 

• Creating shared mailboxes 

• Supporting Mimecast platforms 

• Investigating message status issues, including:  

• Blocked messages 

• Messages on hold 

• Malware and suspicious link alerts 

• Managing Outlook rules and signatures 

• General Outlook administration and user support 

5. Browser & Web Application Support 

• Supporting Microsoft Edge and Google Chrome 

• Managing cache, cookies, and profiles 

• Java version verification and troubleshooting 

• Language and regional settings 

• Browser-based application troubleshooting 

6. Microsoft 365 & Application Support 

• Supporting Excel, Word, PowerPoint, Teams, OneDrive, Projects 

• Office activation and account troubleshooting 

• Teams audio and cache issues 

• OneDrive sync and Teams channel sync 

• Macro, formatting, and Excel performance issues 

• Microsoft Dynamics and Project-specific errors 

• Clearing Office and Teams caches 

7. Laptop & Endpoint Support  

• Laptop setup, provisioning, and troubleshooting 

• Managing devices via Microsoft Intune, including:  

• User Experience checks 

• Fresh Start 

• Domain removal 

• Supporting Dell and HP devices and drivers 

• Raising hardware support cases with Dell and HP partners 

• Software installations via Company Portal 

• BitLocker management 

• Disk space optimisation 

• CMD and PowerShell troubleshooting 

• VPN and security-related issues 

• New laptop requests and build processes 

8. Desktop & Network Support 

• Printer setup and troubleshooting 

• Sound and audio issues 

• Fixed LTE and Wi-Fi router support 

• Netskope management and personal device handling 

• Mobile device setup 

• VPN support 

9. Application Support 

• Supporting business-critical applications  

• Cache, cookies, and browser-specific fixes 

• Java and content viewer troubleshooting 

• Oracle and SQL connectivity issues 

• Configuration file validation 

• Application-specific error diagnosis and resolution 

10. Account Administration & Identity Management 

• Active Directory user administration:  

• Account creation, disablement, unlocking 

• Password resets and expiry checks 

• Group membership management 

• Authenticator app setup 

• Password self-service support 

• Managing access to Silica and FNZ applications 

• Joiners, Movers, and Leavers processes 

• Account management 

11. Asset Management 

• Maintaining and updating the Master Asset List 

• Recording new assets and equipment returns 

• Ensuring asset accuracy for audit and compliance purposes 

Key Skills & Experience 

Technical Skills (Essential) 

• ServiceNow (ITIL-based ticket management) 

• Windows 10/11 support 

• Microsoft 365 administration 

• VMware VDI environments 

• Active Directory administration 

• Intune device management 

• Networking fundamentals (VPN, DNS, connectivity) 

• Application and database troubleshooting basics 

• Strong diagnostic and problem-solving skills 

Soft Skills (Critical) 

• Excellent verbal and written communication 

• Strong customer service mindset 

• Ability to work calmly under pressure 

• Strong organisational and time management skills 

• Attention to detail and documentation accuracy 

• Ability to explain technical issues to non-technical users 

Qualifications & Experience 

• Relevant IT qualification or equivalent experience 

• 2–5 years experience in a Service Desk / Desktop Support environment 

• Exposure to ITIL principles preferred 

• Financial services or regulated environment experience advantageous 

Role Expectations 

• Adherence to SLA, security, and audit requirements 

• Willingness to work across Service Desk and Desktop Support functions 

• Continuous learning and skills development 

• Professional representation of IT to the business