Desktop Support Analyst

Salary: £56,000 - 96,000 per year

Requirements:

• Good working knowledge of Windows operating systems and Microsoft 365, including associated applications
• Proven experience of troubleshooting end-user IT issues across Windows, Microsoft 365, and common business applications
• Experience working in a desktop support or service desk environment, typically 3 years or equivalent
• Ability to learn and adapt to new and changing technologies
• Strong customer service and user-facing communication skills
• Effective verbal and written communication skills, with the ability to engage stakeholders at all levels
• Strong diagnostic and analytical skills
• Experience of incident triage and working with competing priorities in a high-volume support environment
• Ability to work effectively under pressure
• Relevant IT support experience and/or formal IT qualifications
• Understanding and confident use of technical terminology
• Strong interpersonal and stakeholder management skills
• Experience of working with third-party suppliers and support teams
• Ability to manage workload and prioritise tasks appropriately within a dynamic environment
• Professional and positive approach to work
• Desirable: O365 admin and other Azure admin services
• Desirable: SharePoint administration
• Desirable: Networking experience such as patching, testing, and VLAN organisation
• Desirable: Teams room conferencing systems
• Desirable: File integration software such as Boomi and Go Anywhere
• Desirable: 8x8 or other telephony platform management
• Desirable: Egress platforms or similar
• Desirable: Experience working in the Finance sector

Responsibilities:

• Provide onsite desktop support and remote hands-on support to our business to ensure we can operate efficiently and effectively
• Follow ITIL processes, focusing on Incident and Change Management, to ensure consistent and controlled service delivery
• Ensure third-party vendors and our business adhere to IT processes in line with SLAs and our policies, to maintain compliance and service quality
• Act as the second point of contact for escalated first-line service desk cases across network and desktop areas, to ensure timely resolution of complex issues
• Triage incidents and engage the correct technology group(s), coordinating where multiple teams are involved, to drive efficient and accurate issue resolution
• Support the Service Delivery Manager in testing technology changes, to ensure systems are stable and available for the next working day
• Escalate high-priority incidents and issues to the Service Delivery Manager, to ensure appropriate visibility and timely intervention
• Assist the Service Delivery Manager with audit reviews by providing evidence, to ensure technology remains auditable throughout the year
• Monitor technology security practices and proactively identify and escalate potential or actual breaches, to protect our systems and data
• Maintain policy and process documentation, to ensure information remains accurate, up to date, and accessible
• Provide metrics and Management Information (MI) to relevant stakeholders, to support informed decision-making and performance tracking
• Participate in on-call support when required, to ensure business continuity and issue resolution outside standard hours
• Manage IT peripherals to ensure they remain fit for purpose and fault-free, to support reliable end-user operations
• Use ServiceNow for ticketing and asset management, to ensure accurate tracking and effective management of IT peripherals, assets, and licences
• Perform other duties as required

Technologies:

• Azure
• Support
• ITIL
• Microsoft 365
• Network
• Security
• ServiceNow
• SharePoint
• Windows
• Office 365
• Cloud

More:

We are Brightwell, and we are looking for a Desktop Support Analyst to join our growing team in Derby. The role is based primarily on-site, with an expectation of 3 days in our Derby office and 2 days in our Chesterfield office, adjusting as required. We offer a competitive salary, hybrid work practices, professional development, career development, and a benefits package that includes an annual performance bonus of up to 7%, 25 days holiday increasing to 30 with service plus bank holidays, a pension with 15-17% employer contributions depending on age, 8 x salary life insurance, generous family friendly policies, free health assessments, a health cash plan, professional study support, an Employee Assistance Programme, free Wellhub wellness network access, and free parking. We are committed to an inclusive culture, fair treatment, and access to development opportunities for every colleague, underpinned by our RISE values: Responsible, Impactful, Supportive & Expert.

last updated 34 week of 2026