Service Desk Analyst – IT

Location: London

Instinctif Partners:

Instinctif Partners is an international business communications consultancy, specialists in reputation, influence and engagement. We work with over 850 clients globally, from FTSE100 enterprises to SMEs just starting out on their journey. We are 450+ people in twenty offices in ten countries, working across six practice areas and a range of sector specialisms.



The IT department is responsible for delivering IT services to the business. A global 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 3 support members, a Service Desk Manager and the IT Manager.


Role Overview:

Service Desk Analyst to join our team providing support to 500+ users. This is a role that focuses heavily on customer service. 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 Windows Server, Office 365, Windows 7, 8, 10, Mac OSX, Active Directory. You will also be required to assist in setting up and supporting equipment in our 23 meeting rooms so exposure to audio visual technologies would be advantageous. Excellent customer facing skills (face to face and telephone) are essential, as are excellent time management skills and the ability to manage and prioritise multiple tasks in a demanding environment.



  • Maintain agreed SLAs updating ticket information as you work from diagnostics through to resolution
  • Excellent communicator – updating clients as to the progress of their ticket status
  • Day to day management of user accounts in Active Directory
  • Day to day management of users in Office 365
  • Assisting users with mobile devices
  • Liaising with third party vendors for support
  • Assisting in the setting up of meeting rooms and assisting clients


Skills & Experience:

  • Experience working in a customer facing environment
  • Solid working knowledge of Windows and Apple Mac technologies
  • Ideally educated in any IT discipline
  • Strong knowledge of: Windows desktop operating systems, Active Directory, Group Policy, Office 365
  • Working knowledge of: Windows Server editions, Antivirus technologies, Mac OS
  • Knowledge that would be an advantage: Cisco switching and network principles, Office 365, Mobile phones (androids and iOS) and Audio Visual
  • Attention to detail and high level of accuracy are essential
  • Excellent communication skills


Other Information:

  • 37.5 hours to be worked between 8.00am and 6pm on a rota system. Times will vary.
  • Role holder must have the right to work in the UK;


Our success is underpinned by our four key values:

  • Blaze a Trail – We push boundaries and set the pace within our industry
  • Move Fast –  We anticipate change and respond quickly;
  • Always Connect – We combine skills, experience and perspectives that unite people and organisations; and
  • Keep it real – We are open, fair and authentic, always listening and understanding before we respond.

With the recent changes to data protection laws Instinctif Partners Limited is committed to protecting and respecting your privacy. To find out more about how we use your personal information and your rights please see our Application Fair Processing Notice.

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: