Deskside Support Analyst

Salary: £69,000 - 109,000 per year

Requirements:

• Solid experience supporting end users in a larger organization.
• Experience troubleshooting and resolving WAN/LAN print-related issues.
• Experience supporting Microsoft Managed Desktop laptops.
• Experience with ServiceNow and JIRA for tracking issues and projects.
• Experience with Microsoft Office 2016, 2019, 2021, or Microsoft 365.
• Experience with Cisco WebEx technology and AV conference room technology.
• Solid understanding of macOS, Windows OS, and Microsoft Office products.
• Strong oral and written communication skills.
• Superb communication and customer service skills.
• Understanding of desktop virtualization technologies and tools is advantageous.
• Experience with TCP/IP and IP addressing.
• Experience with Microsoft 365 endpoint management and Intune.
• Up to 20% travel required.

Responsibilities:

• Provide hands-on support and assistance to network, voice, and collaboration teams as required.
• Deliver priority support for escalated end user issues.
• Participate in team projects and projects with other IT teams across the organisation.
• Contact end users for troubleshooting and root cause analysis to ensure accurate assignment and timely resolution.
• Participate in an on-call rotation to help maintain a strong and robust service for the business.
• Complete install, move, add, and change activities via ServiceNow service requests.
• Diagnose and resolve end user network, VPN, Wi-Fi, and LAN access problems, including escalation where needed.
• Coordinate SOHO kit configuration and shipment for existing employees and new starters.
• Provide support and upkeep for conference room equipment.
• Support office hardware including laptops, thin clients, peripherals, and printers.
• Perform PC maintenance, repair, analysis, and testing.
• Help create documentation for the self-service and internal knowledge base.
• Support the end user experience by serving as an ambassador for our environment and helping users use technology effectively.
• Liaise with vendors regarding incidents and service requests reported by users.
• Use the ServiceNow platform to triage end user support tickets.

Technologies:

• Cisco
• Hardware
• Support
• JIRA
• LAN
• macOS
• Microsoft 365
• Network
• ServiceNow
• TCP/IP
• VPN
• Windows
• Office 365
• ITIL

More:

We are Markel Group, a Fortune 500 company with more than 60 offices in over 20 countries, operating across insurance, reinsurance, specialist advisory, and investment businesses worldwide. We offer a great starting salary, an annual bonus, a strong benefits package, 25 days of paid holiday plus Bank Holidays, the option to buy or sell extra leave, and benefits including a company pension, private medical and dental cover, life assurance, travel insurance, income protection, and a season ticket loan. We also provide opportunities to learn new skills and develop your career, and we welcome diverse candidates and flexible working patterns. This role is based in London, UK, with a hybrid working arrangement.

last updated 34 week of 2026