IT Service Desk Analyst at Pension… · London

We are seeking an IT Service Desk Analyst to join our IT Production Services team, providing responsive, high-quality support across the business. This is a varied, hands-on role covering phone, ticketed, walk-up and desk-side support, ideal for someone early in their career who thrives in a fast-moving environment and wants to build a broad foundation in end-user IT support.

Responsibilities:

• Provide first- and second-line IT support across hardware, software, applications, and infrastructure, delivering excellent customer service through multiple support channels.

• Diagnose and resolve IT incidents and requests, working collaboratively with cross-functional teams and maintaining accurate support documentation.

• Manage end-user devices and IT assets, including provisioning, tracking, and recovering laptops, desktops, and peripherals.

• Take ownership of continuous professional development and support on-site operations through a rotating shift pattern covering business hours.

Technical Attributes

• Working knowledge of Windows 11, Intune, Active Directory and Azure.

• Strong working knowledge of Microsoft Office products.

• Familiarity with ITIL principles, or an ITIL Foundation certificate, is an advantage.

Personal Attributes

• Confident, approachable customer-facing manner, comfortable supporting users face-to-face at the Tech Bar and desk-side, not just by phone or remotely.

• Clear communicator, able to explain technical issues to both technical and non-technical colleagues.

• A genuine team player who is not afraid to ask for help; collaboration and knowledge-sharing are central to how the team operates.

• Ability to manage competing priorities and organise work to meet deadlines.

• Adaptable and comfortable in a fast-changing environment where no two days are the same.

• Strong attention to detail, particularly in documenting resolutions accurately.

• Intellectually curious, with a willingness to learn through own research and initiative.

DEI at PIC

At PIC, we believe that true innovation stems from embracing diverse perspectives, backgrounds and experiences. We are committed to building a workplace where every individual, regardless of race, gender identity, sexual orientation, disability, age, religion, or socio-economic background, feels valued, heard and empowered to succeed. We hold ourselves accountable through ongoing initiatives, such as inclusive hiring practices, and equitable career development opportunities that support belonging and community. While we’re proud of our progress, we recognise there’s work ahead, and we remain dedicated to listening, learning and evolving together.

In addition to a competitive base salary and the opportunity to participate in our annual, performance-related bonus plan, upon joining us here at Pension Insurance Corporation, you will get access to some great benefits, including private medical insurance, 28 days' annual leave (excluding bank holidays), a generous pension scheme and much more.