Canary Wharf Group
Service Desk Analyst
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Department: Technology
Company: Canary Wharf Limited
Reporting to: Team Leader - Service Delivery
JOB SUMMARY
To provide desktop and remote support to users, maintain the service desk platform, software deployment, hardware configuration and provide excellent customer service.
Salary: £28-33k (depending on experience)
Working Pattern: 5 days onsite (during probation), 4 days onsite, 1 day working from home (post probation)
Closing Date: Sunday 26th July (subject to application response)
MAIN RESPONSIBILITIES
- Answer incoming Service Desk calls and provide professional, customer-focused support to users, including VIP clients and senior stakeholders.
- Log, categorise, prioritise, and triage incidents and service requests, ensuring all tickets are recorded accurately and progressed in line with agreed processes.
- Provide remote support to user devices using BeyondTrust, troubleshooting issues securely and efficiently.
- Follow up with users to confirm issues have been resolved and ensure a positive support experience.
- Support and maintain end-user devices and applications, including Windows laptops, Macs, iPhones, iPads, and standard business software.
- Troubleshoot hardware, software, access, and application issues, escalating complex incidents to senior engineers or specialist teams where required.
- Ensure software installations and configuration changes follow company security standards, licensing requirements, and IT procedures.
- Create and maintain user guides, work manuals, and knowledge base articles within Halo to support consistent service delivery.
- Carry out regular meeting room technology checks and report or resolve any issues affecting room readiness.
- Monitor ticket queues and ensure incidents and requests are completed within agreed SLAs.
- Build, configure, and deploy laptops for new starters, replacements, and business users.
- Set up and configure iPhones, iPads, and other mobile devices in accordance with company standards.
- Manage SharePoint access requests, ensuring permissions are applied accurately and in line with business requirements.
- Create and support SharePoint sites where required, providing basic guidance to users and teams.
- Create and manage user email accounts, mailbox access, and related Microsoft 365 administration tasks.
- Support Active Directory, Entra ID, Microsoft 365 Admin Centre, Intune, and other core administration tools as part of daily Service Desk operations.
- Work collaboratively with colleagues across IT, Infrastructure, Procurement, and other departments to resolve issues and deliver effective support.
- Support IT asset handling activities, including preparing devices, assisting with returns, and maintaining accurate equipment records.
- Identify recurring issues and contribute to improvements in documentation, processes, and user support.
- Perform any other reasonable duties required by the Service Delivery Team Leader or IT management team.
PERSON SPECIFICATION
- Bachelor’s degree in Computer Science, Information Technology, Software Engineering, or a related field (preferred).
- ITIL v4/5 certification (preferred).
- Proven experience supporting Windows 11 Pro and Microsoft 365 (Office 365).
- Experience using HaloITSM/Service Now and remote desktop tools such as BeyondTrust.
- Strong troubleshooting and fault-finding abilities.
- Knowledge of SharePoint.
- Knowledge of Active Directory (AD).
- Experience with Microsoft 365 Admin Centre.
- Excellent communication and interpersonal skills.
- Self-motivated with a proactive approach to work.
- Ability to perform under pressure and support a large and diverse user base.
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HEALTH SAFETY AND WELFARE RESPONSIBILITIES
All staff are required to fulfil their legal duty to take reasonable care for the health and safety of themselves and others who may be affected by their acts and omissions, and to follow all guidance and instructions given in this respect. Further details regarding Health & Safety responsibilities are set out in the Health & Safety Policy in the Administrative Rules and Procedures, and the Health, Safety & Welfare Manual.
ENVIRONMENTAL, SOCIAL & GOVERNANCE (ESG) RESPONSIBILITIES
Recognising the centrality of ESG principles within our organisation, we have developed a comprehensive ESG Strategy. It is imperative that all staff members understand and adopt this strategy into their respective roles. This includes adhering to environmental regulations, minimising waste, supporting nature within our urban environment, and facilitating positive change for those in need within our community and utilising our volunteering.
QUALITY MANAGEMENT RESPONSIBILITIES
In line with the latest ISO 9001 requirements and our dedication to quality management, all staff are mandated to comply with system requirements as detailed within the Company Quality Manual & Policies. Additionally, it's vital to ensure the effective implementation of all Procedures, Plans, and Forms within our Electronic Document Management Systems (EDMS) to meet the ISO 9001: Quality Management Standard.
COMPANY VALUES
- Commit to Excellence
- Act with integrity and deliver high performance
- Put our customers at the heart of what we do
- Resolve issues by providing high quality solutions
- Foster Collaboration
- Find opportunities to collaborate with others across the business to achieve shared goals
- Encourage inclusive networks and treat others with respect and fairness
- Use knowledge to work effectively with suppliers / contractors to meet shared goals
- Encourage Engagement
- Confident in making decisions appropriate to the role
- Learn from mistakes and listen to constructive feedback to improve performance
- Prioritise safety and actively support community, wellbeing and sustainability programmes
- Take Ownership
- Take pride in delivering high quality service which exceeds expectations
- Committed to opportunities for self-development
- Take responsibility for my own performance and look for ways to improve
- Embrace Innovation
- Embrace change and innovation
- Proactively suggest ways to improve our business and encourage others to share ideas
- See new challenges as opportunities to deliver effective change
WHAT WE OFFER
Diversity and Inclusion
We recognise the importance of embracing diverse experience, skills and perspectives at all levels and operating in an inclusive working environment, in order for everyone to reach their full potential. We also recognise that it makes business sense, since being an inclusive employer leads to better business performance and higher levels of employee engagement and satisfaction. We welcome applicants with diverse backgrounds, perspectives and skills and are committed to fostering a culture whereby everyone can reach their full potential.
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Flexible Working
As an inclusive employer, we recognise the positive impact flexible working can have on an individual, their wellbeing, engagement and productivity. Therefore, we are open to consider flexible working arrangements, both temporary or permanent.
Learning and Development
At Canary Wharf Group, our employees receive a wide range of support to help improve their skills and achieve their career goals. We offer development opportunities through classroom and e-learning training, mentoring, cross department experience and on the job learning. We heavily invest in our staff attaining accreditations to develop existing and new skills, support chartered status, sponsorships and provide further educational opportunities which are job and business related. We never stand still and continually invest in developing skills and knowledge to ensure individual and company growth.
Other Benefits
We are committed to building a safe, happy and healthy community for our employees and we offer a comprehensive range of benefits, all designed with our employees and their wellbeing in mind. From generous pension and insurance plans, to health benefits, subsidised gym membership, store discounts and family leave, our benefits package allows our employees to choose the benefits that suit them and their individual needs.
If you are interested in joining our highly professional and skilled team for our next exciting phase of development, please complete the form on this page to apply online. Early applications are encouraged as we reserve the right to appoint at any point. Please let us know about yourself so we can stay in contact for future job openings!
Canary Wharf Group (CWG)
CWG is the developer of the largest urban regeneration project in Europe. CWG develops, manages and currently owns interests in approximately 9 million square feet of mixed-use space and over 1,100 Build to Rent apartments. CWG is the largest sustainable developer in the UK and also excels operationally as it purchases 100% electricity from renewable sources since 2012 and zero waste to landfill since 2009. CWG has created a 24/7 city where people can live, work and thrive on the Canary Wharf estate and enjoy all the benefits: great transport links, access to green spaces and waterside living; and a wide range of amenities including an award-winning arts and events programme. Canary Wharf’s retail offering comprises over 300 shops, including grocery stores, pharmacies, health clubs, bars and restaurants, all within 15 minutes’ walk. The Company’s current £2bn construction activity and pipeline includes more than 500k sq ft NIA of commercial properties and over 2,300 new homes for sale and rent.
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