Service Desk Analyst – Information Technology

Location: London

About Instinctif Partners


We are an EMEA business communications consultancy, experts in reputation, influence
and communication. We help our clients to engage complex audiences, offering a comprehensive suite of communications solutions, including insight-led board level consultancy executed with creative flair.

Our work delivers tangible commercial value, while communicating societal purpose. We work across borders and jurisdictions focussed on delivering measurable outcomes, not producing outputs. We are big enough to deliver multi-stakeholder, co-ordinated solutions but small enough to be partners with all our clients.

We connect specialists from across multiple areas to drive results for our clients:

·       Capital Markets

·       Corporate & Campaigns

·       Public Policy

·       Content & Creative

·       Insight & Research


Role Overview

Service Desk Analyst to join our team providing support to 300+ users. This is a role that focuses heavily on customer service.

The IT department is responsible for delivering IT services to the business. An international business, the team at Gresham Street focus on its UK client base but does extend support to some of the services that are delivered to the Group.

The London team consists of two support members and the Service Desk Manager.

Our user base is a combination of 80% windows, and 20% mac. You will be responsible for ensuring phone calls and tickets are responded to and will have exposure to technologies such as Egnyte, Windows 10, Mac OSX, Microsoft Active Directory, Office 365, Teams, Okta, Mimecast and MDM/RMM tools.

You will also be required to assist in setting up and supporting meeting room equipment so exposure to audio visual technologies would be advantageous.

Excellent customer communication skills (face to face and telephone) are essential, as are strong time management and the ability to manage and prioritise multiple tasks in a demanding and fast-moving environment.

The role requires being part of an on-call rota supporting our users outside normal office hours and weekends/bank holidays.



  • Updating ticket information as you work from diagnostics through to resolution or escalation
  • Keeping users informed as to the progress of their ticket status
  • Day to day management of accounts in Active Directory
  • Day to day troubleshooting Office 365 software suite
  • Assisting users with mobile devices
  • Liaising with third party vendors for support
  • Assisting in the setting up of meeting rooms
  • Due to current government COVID restrictions, the role will require you to be able to work remotely as well as on site.


Skills and Experience

  • Experience working in a customer facing environment
  • Solid working knowledge of Windows and Apple Mac technologies
  • Desirable experience in Microsoft services including Office 365; Mimecast; Intune; Sophos Endpoint Protection
  • Ideally educated in any IT discipline
  • Strong knowledge of Office 365 systems, Windows desktop operating systems, Active Directory
  • Working knowledge of Antivirus technologies, Group Policy, Mac OS
  • Knowledge that would be an advantage Meraki and network principles, Mobile phones: Android and iOS, Audio Visual and MDM
  • Attention to detail and high levels of accuracy are essential
  • Excellent communication skills are essential

Please note the working hours for this position are 37.5 hours per week on a rota system. The times will vary and you may be required to work ad-hoc outside normal office hours as part of an on-call rota.

Nothing that ticks your boxes?

We’re always on the hunt for new talent. Please take a look at our latest opportunities. If there is not something that suits you, we’d still love to hear from you.

Please submit your CV and a cover letter to us on: