Desktop Support Analyst

### Posting ID
PIP11688

On behalf of the Pension Protection Fund (PPF) , we are looking for a Service Desk Analyst (Inside IR35) for a 3 month hybrid contract based in London.

Role Purpose:

We're looking for a talented Service Desk Analyst to join our team and play a key role in delivering exceptional IT support services across the organisation. You'll be responsible for providing hands-on technical support, managing incidents and service requests, supporting a customer-facing Walk -In Clinic service, and ensuring employees have access to the technology and systems they need to work effectively. Working closely with internal technology teams, stakeholders and third-party suppliers, you'll help maintain a high-quality user experience while supporting business-critical services across the organisation.

As a Service Desk Analyst , your main responsibilities will be:

- Deliver excellent customer service through the Walk -In IT Clinic, providing both face-to-face and remote technical support.
- Manage and resolve incidents and service requests, troubleshooting hardware, software, telephony and business applications.
- Administer user access and permissions, ensuring compliance with security and access control processes.
- Maintain strong relationships with stakeholders, keeping users informed of service updates and technology issues.
- Manage IT assets, equipment and stock levels, ensuring accurate records are maintained throughout the asset lifecycle.
- Contribute to service reporting, continuous improvement initiatives and the overall enhancement of IT service delivery.

Essential:

- Experience working in a Service Desk, Desktop Support or 2nd Line Support environment, supporting end users in a fast-paced organisation.
- Strong troubleshooting skills across hardware, software, Microsoft Windows and Microsoft 365 technologies.
- Experience supporting and administering Active Directory, Exchange, user access and account management processes.
- Knowledge of incident, request and access management , with the ability to work effectively to SLAs .
- Experience building, configuring and deploying end-user devices, including laptops and desktops.
- Excellent customer service, communication and stakeholder management skills, with the ability to prioritise workload and manage competing demands.

Desirable:

- ITIL Foundation certification or equivalent experience working within an IT service management environment.
- Experience delivering customer-facing support within a Walk -In IT Clinic, Tech Bar or similar deskside support function.
- Knowledge of mobile device support, including iOS devices and associated technologies.
- Experience managing IT assets, configuration items and equipment throughout their lifecycle.
- Exposure to enterprise and collaboration tools such as SharePoint, Oracle Fusion, Bloomberg or BlackRock.
- Experience working within a regulated environment, with a proactive approach to continuous improvement and problem solving.

Please be aware that this role can only be worked within the UK and not Overseas.

Disability Confident

As a Disability Confident employer, the Pension Protection Fund encourage applications from disabled and neurodivergent candidates . Applications from candidates who identify as having a disability and meet the essential criteria for the role will be prioritised for review. Where application volumes are high, additional role-specific and desirable criteria may be applied as part of the shortlisting process which may include holding active security clearance.

Armed Forces commitment

As a signatory of the Armed Forces Covenant, CA welcome applications from veterans, service leavers, reservists and military spouses or partners. Applications from eligible candidates who meet the essential criteria for the role will be prioritised for review. Where application volumes are high, additional role-specific and desirable criteria may be applied as part of the shortlisting process which may include holding active security clearance.

In applying for this role, you acknowledge the following "this role falls in scope of the Off Payroll Working in the Public Sector legislation. Any rates of payment quoted will reflect the gross rate per day for the assignment and will be subject to appropriate taxes and statutory costs. As such the payment to the intermediary and your income resulting from this contract will be different".