Senior IT Service Desk Analyst

What it's about

As a Senior IT Service Desk Analyst, you will be a highly visible member of the London IT team, delivering exceptional on-site support to employees, visitors and external partners while ensuring a seamless workplace technology experience. You will be responsible for delivering a premium workplace technology experience, onboarding new joiners, supporting VIP users, meeting room technologies and business-critical events while collaborating closely with our global IT teams.

Our London office, located in the award-winning JJ Mack Building, spans two floors equipped with modern workplace technology, dedicated event spaces and a diverse portfolio of meeting rooms supporting both internal and external events. The office provides an exciting environment with significant exposure to senior stakeholders, workplace technology, and high-profile events.

Your main responsibilities include:

IT Excellence and Support :

- Manage ServiceNow incidents and requests while delivering best-in-class desk-side and remote support through chat, phone, email and remote access tools.

- Own the local onboarding experience for new joiners, ensuring all technology, equipment, access and training requirements are completed before the employee's first day.

- Deliver high-touch support to senior management, executive stakeholders and VIP users, ensuring rapid response, effective communication and an exceptional support experience for both London-based employees and visiting colleagues.

- Manage local IT assets and inventory, ensuring equipment lifecycle activities, stock levels, audits and device deployments are completed in accordance with company standards.

- Assist with user and group administration across cloud and on-premises environments while driving effective resolution of employee issues and identifying opportunities for service improvement.

- Act as the local owner for workplace technology standards, promoting IT security best practices and continuously improving user experience, meeting room reliability and support processes.

- Troubleshooting of connectivity issues for local (Wi-Fi and wired networks) and remote networks (VPN and Azure Virtual Desktop).

- Support to Office Management with IT setup for desk moves and event spaces when required.

Events and Meetings Technology Support :

- Support internal and external events with Audio-Visual, Video-Conferencing and live-streaming technologies, ensuring flawless execution of Town Halls, Summits, Investor events and other high-profile business activities.

- Own meeting room technology and event spaces, proactively monitoring room health, coordinating maintenance activities and troubleshooting AV/VC issues during live, hybrid and virtual events, including occasional out-of-hours support.

What we expect

We are looking for an experienced, hands-on professional with the following profile:

- At least 5-7 years of experience in a Technical Support role including AV/VC Support. Experience supporting financial services or professional services organizations within a global environment is strongly preferred.

- Solid knowledge of networking and security concepts, as well as a solid understanding and practical experience of ITSM / ITIL frameworks. ITIL certification strongly preferred.

- Excellent knowledge of Windows 11 and experience in using the following solutions: Active Directory, Azure, Intune, MS Teams, MS SharePoint, MS OneDrive, ServiceNow & Conditional Access.

- Experience in remote support, corporate video conferencing (MS-Teams, Zoom), and corporate events IT/AV Setup & Support.

- A strong commitment to customer service and to build & maintain relationships with stakeholders at all the levels of the company including senior management, executive or VIP level.

- You work well in a fast-moving environment and are able to manage competing priorities through effective time management and organization.

- Comfortable working independently and taking ownership of workplace technology, AV/VC support and operational activities within a busy office environment.

- Previous experience supporting executive stakeholders and VIP users is highly desirable

Location: 100% on-site in our London office

What we offer

Partners Group is a global financial institution that retains the culture, pace and agility of a start-up. As a growing firm, we are committed to attracting, developing and retaining the very best talent by offering a workplace where results are truly recognized and rewarded. We offer a fantastic opportunity for you to grow:

- Competitive compensation, including performance-based bonuses and daily lunch allowance

- Global professional environment with international exposure, collaborative culture, and opportunities to learn the business from industry leaders and seasoned professionals

- Comprehensive career development through challenging opportunities, hands-on training, dedicated mentorship programs, and our PG Academy learning platform for continuous growth

- Premium facilities, including a state-of-the-art office environment and access to high-quality workplace amenities

- Community engagement through office events, team activities, and volunteer opportunities to connect with local communities

- Sabbatical program: one month off after every five years of service to recharge and explore

www.partnersgroup.com

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