About the Role:
London is one of the United Kingdom’s leading centres for technology, finance, and digital services. At ZR Mind Digital Solutions, we provide dependable technical support and business technology services that help organisations keep their systems running smoothly.
We are looking for a Service Desk Analyst who can respond to user requests, troubleshoot everyday technical issues, and provide clear and professional support across a range of workplace technologies.
You will work closely with employees, clients, IT support engineers, application specialists, infrastructure teams, and external service providers to resolve incidents and maintain a positive user experience.
Why Work With Us?
The Environment:
Our office is located in Shoreditch, placing the team within one of London’s most active technology and digital business districts.
Practical Experience:
You will support real users across software, hardware, accounts, connectivity, and workplace systems.
Team Collaboration:
You will work as part of a wider technology support function with access to experienced engineers and specialist teams.
Professional Growth:
You will have opportunities to strengthen your knowledge of Microsoft 365, service management, networking, cloud platforms, and technical troubleshooting.
Key Responsibilities:
First Line Support:
Provide initial technical assistance for hardware, software, account, network, and access-related issues.
Ticket Management:
Log, categorise, prioritise, update, and close support requests using the service management system.
User Communication:
Support users through telephone, email, chat, remote access tools, and face-to-face communication.
Incident Resolution:
Investigate common technical incidents and apply approved troubleshooting procedures.
Password and Access Support:
Assist with password resets, account lockouts, user access, permissions, and multifactor authentication issues.
Microsoft 365 Support:
Help users with Outlook, Teams, OneDrive, SharePoint, Exchange Online, and other Microsoft 365 services.
Device Support:
Troubleshoot laptops, desktops, monitors, docking stations, printers, keyboards, mobile devices, and office peripherals.
Software Assistance:
Support the installation, configuration, updating, and basic troubleshooting of approved business applications.
Connectivity Support:
Investigate common wireless network, internet, virtual private network, and remote access problems.
Escalation:
Refer unresolved or complex incidents to the correct technical team with complete and accurate information.
Service Requests:
Complete routine requests involving software access, equipment changes, account setup, and approved system changes.
New Starter Support:
Prepare user accounts, devices, software access, and basic setup information for new employees.
Knowledge Management:
Create and update user guides, troubleshooting notes, frequently asked questions, and known issue records.
Asset Records:
Maintain accurate information about assigned devices, equipment returns, replacements, and technology inventory.
Service Monitoring:
Review open tickets, response times, service targets, recurring incidents, and unresolved user concerns.
Customer Service:
Keep users informed, manage expectations, and confirm that issues are resolved before closing requests.
Continuous Improvement:
Identify recurring support problems and suggest improvements to processes, documentation, and user guidance.
What We Are Looking For:
Experience:
At least 1 year of experience in service desk support, IT support, customer technical support, or a related role.
Education:
A qualification in Information Technology, Computing, Computer Science, or a related discipline is preferred.
Technical Knowledge:
Good understanding of Windows operating systems, Microsoft 365, user accounts, common business applications, and workplace devices.
Support Skills:
Ability to follow troubleshooting procedures, gather accurate information, and identify when an issue requires escalation.
Service Management:
Experience with ticketing systems such as ServiceNow, Jira Service Management, Freshservice, Zendesk, or similar platforms is preferred.
Customer Service:
Ability to remain patient, professional, and helpful when supporting users with different levels of technical knowledge.
Communication Skills:
Strong spoken and written English is required, together with the ability to explain technical steps clearly.
Problem Solving:
Ability to investigate issues logically, test possible solutions, and maintain accurate support notes.
Organisation:
Ability to manage several tickets, prioritise urgent incidents, meet response targets, and maintain reliable records.
Mindset:
You are patient, dependable, and service-focused. You take ownership of user concerns, communicate clearly, and remain calm when handling urgent or unfamiliar technical issues.
Pay: £2,500.00-£3,000.00 per month
Benefits:
- Free parking
- On-site parking
- Private medical insurance
Work Location: In person
