ICT Support Analyst

Brunswick Group; London; On-site; GBP 30,000 - 50,000

Job description

We are looking for a London based ICT Support Analyst to provide onsite phone, email and face to face support whilst participating with the wider global ICT team, supporting all Brunswick offices around the world.

This position requires some “on-call” weekend coverage and occasional work beyond normal business hours due to the 24/7 rotation. This time and all approved overtime will be compensated in accordance with overtime regulations.

The Brunswick ICT Helpdesk, based in our London office, provides vital technical support to colleagues across all offices. This team is essential in resolving hardware and software issues, offering expert assistance and guidance through troubleshooting processes. Their responsibilities extend to administrative tasks, diagnosing technical problems, and presenting effective solutions. By ensuring timely issue resolution and maintaining transparent communication with business stakeholders, the ICT Helpdesk plays a key role in fostering a positive and seamless technology experience for our colleagues.

Key Responsibilities

• Administering O365 and Active Directory systems effectively.
• Providing initial triage and support for requests submitted through the ITSM tool via email.
• Responding to colleagues’ inquiries and offering technical assistance via the telephony system.
• Diagnosing and troubleshooting operating system and application issues on both Windows and Mac devices.
• Managing service requests for application installations and hardware requirements.

Knowledge, Skills, and Competencies

• Proficient in administering, supporting, and deploying Windows 11 and macOS systems.
• Skilled in O365 application support, including the complete Microsoft Office suite.
• Possesses basic networking knowledge.
• Experienced in supporting Apple devices such as iPhones and iPads using corporate MDM solutions.
• Adept in administering Microsoft Intune for Windows devices.
• Competent in supporting video-conferencing platforms, including room-based systems.
• Knowledgeable about multi-factor authentication principles and implementation.
• Experienced in building Windows computers using the Auto-Pilot method.
• Familiar with JAMF for Apple device management.
• Capable of supporting printers and photocopiers effectively.
• Detail-oriented with the ability to follow instructions and processes consistently.
• ITIL knowledge is advantageous but not mandatory.

Additional Qualities

• Customer-focused with a strong service-oriented approach.
• Exceptional verbal and written communication skills.
• Professional appearance with an outstanding phone manner.
• Highly organised, delivering excellent client service.
• Demonstrates a keen interest and genuine passion for the technology sector.

In addition to life assurance, group income protection, and employer pension contribution, we offer:

• Annual discretionary bonus based on company and individual performance.
• 25 days’ annual leave entitlement (excluding bank holidays) plus an additional day of leave for your birthday.
• Private Medical Insurance via Bupa for yourself and your dependants, including access to a digital GP service, Bupa Menopause plan and Bupa anytime Healthline.
• Family Leave policies - Maternity, Paternity, Shared Parental & Adoption.
• Employee Assistance Programme.
• Financial wellbeing benefit schemes – Season Ticket Loan, Tenancy Deposit Loan and Cycle to Work.
• Eye Care – annual eye examination and contribution towards glasses.
• Corporate Gym Memberships at discounted rates for local gyms.
• External Partnerships – offers and priority booking through the National Theatre.
• Complimentary artisan coffee, tea and snacks, served by our own barista in our café.
• Daily breakfast and lunch served twice a week in our café.
• Lunch & Learn training sessions.
• Regular social, cultural and charitable activities.

Our Commitment to Diversity, Equity and Inclusion

Maintaining and strengthening a diverse workforce and inclusive workplace are pillars of Brunswick’s culture and key to our future success. Valuing and supporting every colleague as an individual while helping them reach their full potential is critical to attracting and developing our greatest strength – our people. By embracing our differences and diverse perspectives we create richer experiences within our firm and enhance the quality of the ideas and advice that we deliver to our clients.

Brunswick is an equal opportunities employer and our Equal Opportunities Policy is available on request.