Help Desk – Desktop Support Analyst

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Our firm is an independent investment management and strategic advisory business with a global footprint across the US, Europe, and Asia. We are committed to delivering exceptional performance, strategic insight, and the highest level of client service. Our success is driven by a culture built on collaboration, innovation, and a client-first mindset.

With offices spanning major financial hubs across the world, our team of over 1,000 professionals serves clients in more than 40 countries. We take pride in being a values-led organization where every colleague has a voice and the opportunity to contribute to our shared success.

We are seeking a Desktop Support Analyst to join our London office. In this role, you will provide hands-on and remote technical support to colleagues across global offices. You will be the first point of contact for IT assistance, working across a wide range of systems, platforms, and devices.

You’ll work closely with local and global technology teams to ensure smooth operations and high-quality support. This role requires a proactive, customer-oriented professional who is eager to solve problems, improve processes, and enhance the overall technology experience within the firm.

Key Responsibilities

  • Provide desktop and remote IT support to colleagues across multiple offices.
  • Troubleshoot hardware, software, and network issues across Windows and macOS environments.
  • Manage user accounts and groups in Active Directory.
  • Support mobile devices (iPhone, Android), printers, and Citrix/remote access systems.
  • Coordinate with vendors and building personnel to manage installations and onsite services.
  • Assist with onboarding/offboarding, including equipment setup and account access.
  • Maintain and track hardware assets and ensure system security compliance.
  • Identify and recommend process improvements to enhance efficiency and service quality.
  • Provide occasional on-call and after-hours support as required.
  • Travel periodically to other offices for technology support.

Who You Are

  • Customer-focused: You deliver exceptional support and communicate effectively with all levels of staff, translating technical issues into clear, simple language.
  • Self-starter: You’re organized, proactive, and capable of managing multiple priorities independently.
  • Problem solver: You approach challenges analytically, identify root causes, and develop practical solutions.
  • Team player: You thrive in a collaborative environment, supporting colleagues across different locations and time zones.
  • Accountable: You take ownership of tasks, follow through on commitments, and ensure resolutions are achieved.

Qualifications

  • 3+ years of professional hands-on and remote technical support experience.
  • Strong experience with Windows and macOS imaging and endpoint management.
  • Proficiency in Microsoft Active Directory and enterprise network troubleshooting (LAN, DNS, TCP/IP, Wi-Fi).
  • Familiarity with remote access tools and Citrix environments.
  • Experience managing vendors, hardware assets, and technology deployments.
  • Strong communication and customer service skills.
  • Preferred:
    • Experience providing remote/on-call support to multiple offices.
    • Familiarity with ITIL framework and methodologies.
    • Understanding of enterprise security, remediation, and patch management.
    • Bachelor’s degree or equivalent technical training.

Benefits

  • We offer a highly competitive compensation package and comprehensive benefits, including:
  • Private medical, dental, and vision insurance
  • Life assurance and income protection
  • Paid maternity and paternity leave
  • Pension scheme and cycle-to-work program
  • Gym membership discounts and wellness incentives
  • Childcare and eldercare support programs
  • International travel opportunities

Contacts

UK & Europe:
Middle East + Asia:

#J-18808-Ljbffr Experience: 3 years required
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