Vacancy NameIT Desktop Support Analyst - 13 FTC Vacancy NoC VN09 Employment Type92 Fixed Term - Full ti Divisionime Area TRC Information Techno Regulated Roleolog Line Manager Responsibilitiesgy Location N/A No Workplaceo Londo About the Roleon Hybrid We are seeking an experienced 2nd line IT professional to join us as an IT Desktop Support Analyst on a 13-month fixed-term contract. Youll provide 1st and 2nd line support for applications and endpoints, ensuring around 320 staff across the UK and eight global locations remain productive with excellent technical as ssistance. Youll be part of a six-member Desktop Support team, with four based in the UK and two in Asia, sitting within our wider IT department. Reporting directly to the Service Desk Manager, youll collaborate closely with your colleagues to keep our support services seamless and support departmental objectives. We have a hybrid working policy, however, the role holder may be required to work full-time in the office during the first four weeks of the induction period. We are ideally looking for someone who is immediately available and ready to Your Responsibilities

• Work with other members of the Desktop support team located in the UK, Singapore and Hong Kong to record, triage and respond to incidents and service requests remotely and in person across eight global offices.
• Assist and mentor members of the team to provide quality solutions for end-users.
• Record and manage incidents and service requests delivering effective solutions within service levels.
• Working as part of a team to manage and maintain all end-user devices deployed at home or in an office.
• Onboarding of local and global joiners, movers and offboarding leavers.
• Ensure that end-users devices are up to date with security patches and secured using Microsoft Intune, Defender Qualys patch management solutions.
• Assist with the setup (video conferencing etc) of rooms for meetings, town halls and board meetings.
• Provide 1st and 2nd line support to staff during and out of offices hours either individually, or as part of a rota as required. The IT Team have a weekly rota to check for quarantined email messages throughout the week on a paid basis.
• Assist with hardware and asset procurement.
• Actively participate in the office move scheduled for Q3, 2025 to ensure desks and facilities are setup and operational and supporting users throughout the process.
• Work with Service Desk Manager and Infrastructure team in co-ordinating and delivering project activities requiring user and end point readiness (office move project, hardware and OS refreshes).
  
  

About You

• 5 years of relevant experience in a hands-on 2nd line IT Support role, demonstrating strong technical troubleshooting skills across a broad range of hardware, software and networking issues.
• A minimum of 2 years exposure to 3rd line support environments, such as collaborating with infrastructure teams, observing complex issue resolution, or being involved in escalated support scenarios.
• Experience of working in an ITIL environment delivering quality solutions within agreed service and operations level agreements.
• Experience of working in a professional or financial services industry is desirable.
• In-depth knowledge of the following technologies is essential:
• Desktop, Laptop, VDI, and Printer installation, imaging, configuration, and support, including Windows 10 and 11 operating systems on desktops and laptops.
• Using and supporting Microsoft 365 products including Word, Excel, PowerPoint, OneDrive and Teams.
• Using and supporting Microsoft Teams Phones systems with Desk handsets, Mobiles and softphones.
• Managing users and groups through Microsoft Entra.
• Enrolling and managing Windows and IOS endpoints through Microsoft Intune including the packaging and deployment of apps.
• Managing and monitoring users and servers using Citrix Director and Management Studio.
• Apple IOS, DEP deployment and management.
• Setting up and operating Microsoft Teams and Zoom Room meetings using POLY Studio hardware.
• Software deployment and license tracking across Intune, Asset Inventories.
• Awareness of cyber security risks and need for pro-active patching and preventive maintenance.
• Experience of Service Desk management system for managing incidents, service requests, problems and proactively contribute to the Solutions database.
• Experience of procurement processes and working with vendors if new hardware requires ordering.
• Experience of testing and validating new configurations for new user and endpoint configurations before wider rollout.
• Minimum of A-levels or equivalent qualifications, ideally with relevant experience in IT or a related field.
• ITIL v4 Foundation certificate desirable
• Relevant industry-recognised certifications from leading IT vendors such as but not limited to Microsoft (365 and Azure related), CompTIA (Network, Security+) desirable
• Team Player
• Interpersonal Skills
• Customer/Service Focused
• Communication
• Problem Solving
• Proactive Engagement

About Us

Tindall Riley manages three insurance businesses. The Britannia Group ( Britannia P&I), a mutual club that provides protection and indemnity (P&I) insurance and freight, demurrage and defence (FD&D) cover to shipowners and charterers around the world The Griffin Insurance Association Limited (Griffin),. an insurance mutual that provides professional indemnity insurance to broking firms and MGAs around the world The Wren Insurance Association Limited (Wren),. an insurance mutual that provides professional indemnity insurance to architectural practices operating in the UK and overseas. Today, we employ over 300 people globally across 9 offices and have a shared commitment to providing exceptional insurance services for our Members worldwide e. We can offer you a competitive salary and a varied benefits package. We have a hybrid working policy, three days from the office and two days remotely. We are proud of our friendly workplace culture, where we offer ample opportunities to socialise and prioritise wellbei ing. We are committed to the equal treatment of all current and prospective employees. We aspire to have a diverse and inclusive workplace and strongly encourage suitably qualified applicants from a wide range of backgrounds to apply and join Tindall R Riley. To find out more visit our websites: tindallriley.co.uk, britanniapandi.com, griffin-insurance.co.uk, wrenmutual.co.u