Job descriptionPSG has a great opportunity for an IT Service Desk Analyst to work within a growing financial services organisation, supporting both on-premises and cloud-based environments. This role provides first-level technical support to end-users, focusing on Microsoft 365 and Microsoft Intune environments, Asset Management, Desktop Support as well as AD account-related issues with agreed SLAs. The analyst ensures accurate ticket logging, initial troubleshooting, and escalation, where necessary, while maintaining high levels of customer satisfaction
ResponsibilitiesIncident & Service Request Management
Receive, log, and categorize incidents and service requests via phone, email, and ITSM tool. Provide first-level troubleshooting and resolution for software and connectivity issues. Escalate unresolved issues to second-level support, relevant IT Operations or vendors. Ensure accurate documentation of all interactions and resolutions in the ITSM system.
Microsoft 365 Support
Provide first-line support for Microsoft 365 applications (Outlook, Teams, SharePoint, OneDrive). Assist users with email configuration, Teams meeting setup, and basic SharePoint access issues. Troubleshoot common OneDrive sync problems and guide users on best practices. Manage M365 license assignments and permissions.
Microsoft Intune Support
Enrol and manage devices in Microsoft Intune for compliance and security. Assist users with Intune-related issues such as device enrolment, app deployment, and policy application. Troubleshoot Intune compliance alerts and escalate complex issues. Support mobile device management (MDM) and endpoint security configurations.
User Account & Access Management
Process user account provisioning/deprovisioning requests in AD/Entra ID and Microsoft 365. Assist with password resets and access permissions in line with security policies. Provide user account-related information/report for audit purposes Initial regulator user account reviews for audit purposes
Desktop Support
Provide first- and second-line desktop support to end users Install, configure, and maintain end-user devices and business applications Troubleshoot and resolve hardware, software, and connectivity issues Support user onboarding, offboarding, and workstation provisioning Maintain accurate support documentation and comply with SLA requirements
IT Asset Management
Ensure IT Asset Management accuracy for assigned areas (division/region) Ensure proper documentation of assets issued to or returned by employees Conduct annual IT Asset verification for assigned areas (division/region) Provide IT Asset Management evidence to auditor for assigned area (division/region) Conduct AD/Intune Asset Management clean-up
IT Service Improvements
Identify and report trends in the service desk environment for the division/region Propose continuous improvement initiatives Implement continuous improvement initiatives within agreed scope & schedule
Customer Service & Communication
Own service delivery to assigned area of responsibility (division/region) Maintain professional and courteous communication with end-users. Provide management reports, regular updates on ticket status and expected resolution times. Educate users on IT policies, best practices, and self-service options.
Documentation & Knowledge Base
Update knowledge base articles for common issues and resolutions. Document troubleshooting steps for recurring problems.
Minimum requirementsIT-related Degree/Diploma ITIL V4 Fundamentals/Practitioner Certification IT support certifications (CompTIA A+, N+, or equivalent) 3–5 years in IT support or Service Desk environment. 3-5 years working with ITSM tools (e.g., Jira Service Management, ServiceNow). 3-5 years in Microsoft 365 suite 3-5 years in Microsoft Active Directory Administration or Entra ID 2-3 year working with IT Change Management processes
PreferredMicrosoft 365 Fundamentals (MS-900) Microsoft Intune Fundamentals. Desktop Support Experience, incl. remote desktop support Understanding of Internet & network connectivity, e.g. VPNs Supervisory experience within an IT Support environment
Skills & CompetenciesStrong self- management skills. Excellent communication and stakeholder engagement abilities. Analytical and problem-solving mindset. Ability to manage multiple priorities in a fast-paced environment. Vendor and contract management experience. Troubleshooting and strong resolution skills Achievement / Results orientated Team Player Motivated and positive attitude
Closing date: 23-Aug-2026
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Note: Only shortlisted candidates are contacted.
