Senior IT Customer Support Analyst, Desktop Support

In this role you will lead enterprise desktop support and act as a senior escalation point across the UK and regional sites. You will combine hands-on technical expertise with team leadership to deliver high-quality, Microsoft-based end-user computing support while driving process improvements. You will collaborate with infrastructure, security, network, and business teams to enhance operational effectiveness and service delivery within a dynamic enterprise environment.

• Serve as a senior escalation resource for complex desktop, endpoint, and user support issues
• Stage, configure, deploy, and support laptops, desktops, workstations, peripherals, printers, and mobile devices
• Perform advanced break/fix troubleshooting and root-cause analysis for endpoint hardware and software issues
• Install, configure, and support Windows OS, Microsoft 365, Teams, and related enterprise technologies
• Troubleshoot authentication technologies (MFA, smart cards, certificates, SSO) and identity services
• Diagnose and resolve enterprise printing issues and manage print-related infrastructure
• Support workstation refresh, end-user data migrations, and VDI/remote-access tech
• Provide AV support for meetings and videoconferencing; support IP telephony and collaboration tools
• Coordinate with network engineering on connectivity issues; engage vendors for external escalation
• Maintain asset inventories and lifecycle records; support site deployments and office openings/relocations
• Provide technical leadership for Tier 2 desktop support, mentor staff, and improve processes
• Prepare service delivery reports, metrics, and runbooks; participate in on-call rotations
• Contribute to cross-functional incident resolution and executive/VIP support as needed
• Prepare and present operational dashboards and maintain technical documentation

• Bachelor's degree in Information Technology, Computer Science, Information Systems, Engineering, or related field or equivalent
• 5+ years of enterprise desktop support experience
• Experience providing Tier 2/3 desktop support in a Microsoft-based environment
• Experience leading or directing other technical support professionals

• Strong verbal and written communication
• Excellent customer service and stakeholder engagement
• Problem-solving and analytical thinking
• Windows operating systems
• Microsoft 365 applications
• Microsoft Teams