Service Desk Analyst - London

Macquarie Group

Location: Greater London

Job Type: Full time


This customer facing role will require you to utilise your prior experience in Service desk or Desktop Support. You will be providing technology support to our business at a walk-up desk as well as proving remote support responding to engagement via telephone, email and live-chat.

As a first point of contact for all staff who require help or information regarding Technology within Macquarie, you will be play your part in providing technology service and support to the business. You will bring your excellent communication skills, enabling you to assist VIP's over the phone or in-person, and you will be able to think on your feet, have a flexible, enthusiastic and easy-going manner, the ability to multi-task and prioritise. As a customer facing team, we are motivated to continually improve our services and are passionate about creating an outstanding customer experience.

We anticipate that to excel in this role you will have:

  • Completed vocational training as an IT specialist for system integration or equivalent ‘on the job’ experience
  • Possess excellent communication skills in English
  • At least 6 months 1st or 2nd line technology support experience (supporting Microsoft technologies including Office O365, Windows 10 Pro, Server, Active Directory etc.)
  • Understanding and experience of supporting end user access management tools such as Active Directory
  • Basic troubleshooting and understanding of mobile devices specifically Apple iOS / MacOS and Android
  • Proven experience specifically providing Desktop Support to End Users utilising a computerised Service Management Ticketing System.
  • A working knowledge of Microsoft Server platforms, including SCCM, would be beneficial but not essential
  • Superior Customer Service skills and solid interpersonal, written, and oral communication skills
  • Diligence to adhere to security and regulatory and compliance processes
  • From time to time Weekend and Bank Holiday working maybe required, plenty of notice will be provided.
  • Willing to travel to other offices to provide on-site support

You will be willing to learn

  • Continual development of your technical knowledge by supporting the ever-increasing innovation of Macquarie platforms
  • Ability to present to a virtual as well an in-person audience for technical education matters

This is a great opportunity for you to develop your skills and progress to other roles in the future.

About the Corporate Operations Group

The Corporate Operations Group brings together specialist support services in Digital Transformation & Data, Technology, Operations, Human Resources, Business Services, Business Improvement & Strategy, and the Macquarie Group Foundation. We deliver service excellence to ensure Macquarie is open for business, deliver on transformational change, invest in our people and have deep relationships with our customers.

Our commitment to Diversity, Equity and Inclusion

The diversity of our people is one of our greatest strengths. An inclusive and equitable workplace enables us to embrace that diversity to deliver more innovative and sustainable solutions for our people, clients, shareholders and communities. At Macquarie, you'll be encouraged to be yourself and supported to perform at your best. If you're inspired to deliver on our purpose of ‘empowering people to innovate and invest for a better future’, we want you on our team. If you need adjustments made to the recruitment process, please reach out to your recruiter.

As an inclusive employer, Macquarie does not discriminate on the grounds of age, disability, sex, sexual orientation, gender identity or expression, marriage, civil partnership, pregnancy, maternity, race (including colour and ethnic or national origins), religion or belief.

Joining Macquarie means you’ll be able to work in a way that suits you best. With the right technology, support and resources, our people can work in a range of flexible ways. Talk to us about what working arrangements would help you thrive.

You’ve got this!