Desktop Support Analyst

Sword is a leading provider of business technology solutions within the Energy, Public and Finance Sectors, driving real transformation change within our clients.  We use proven technology, specialist teams and domain expertise to build solid technical foundations across platforms, data and business applications.  We have a passion for using technology to solve business problems, working in partnership with our clients to help in achieving their goals.

Are you a customer-focused IT professional with a passion for delivering exceptional technical support? We are looking for an Onsite Desktop Support Analyst to join our Desktop Services team in Uxbridge, London.

In this hands-on role, you will provide high-quality remote and face-to-face IT support to end users, ensuring a seamless technology experience across desktop environments, hardware, software, and collaboration tools. Acting as a key point of contact for technical issues, you will troubleshoot and resolve incidents, manage service requests, and help maintain a reliable and productive IT environment for our customers.

This is an excellent opportunity for someone who enjoys working directly with users, solving technical challenges, and delivering outstanding customer service as part of a collaborative and professional support team.

Location: Uxbridge, London (Full-time Onsite)

Here are the key skills and experience relevant to this role:

• Providing remote and face to face support to customers in a professional, knowledgeable manner,
• Ensuring that incidents and support requests are responded to in a timely manner and all escalations are logged and assigned to the correct team,
• Working in conjunction with other IT teams and the business to ensure the successful resolution of any desktop related issues.

• Provide remote and face-to-face desktop support.
• Resolve incidents and service requests within agreed SLAs.
• Escalate issues to the right teams and support wider IT delivery.
• Support hardware, software, networking, telephony, printers, and AV services.
• Experience in a Service Desk or 1st/2nd Line support role.
• Strong troubleshooting skills across Windows, Microsoft 365, Active Directory, Exchange, and end-user devices.
• Customer-focused, with strong communication and relationship-building skills.
• ITIL Foundation V3 certification, or willingness to complete relevant training
• Must have a good understanding and experience with ServiceNow

At Sword, our core values and culture are based on caring about our people, investing in training and career development and building inclusive teams where we are all encouraged to contribute to achieve success.

We offer comprehensive benefits designed to support your professional development and enhance your overall quality of life.  In addition to a Competitive Salary, here's what you can expect as part of our benefits package:

Personalised Career Development: We create a development plan customised to your goals and aspirations, with a range of learning and development opportunities within a culture that encourages growth.

Flexible working: Flexible work arrangements to support your work-life balance.  We can’t promise to always be able to meet every request, however are keen to discuss your individual preferences to make it work where we can.

A Fantastic Benefits Package: This includes generous annual leave allowance, enhanced family friendly benefits, pension scheme, access to private health, well-being, and insurance schemes, an employee assistance programme, discounted cash plan and more…..

At Sword we are dedicated to fostering a diverse and inclusive workplace and are proud to be an equal opportunities employer, ensuring that all applicants receive fair and equal consideration for employment, regardless of whether they meet every requirement.  If you don’t tick all the boxes but feel you have some of the relevant skills and experience we’re looking for, please do consider applying and highlight your transferable skills and experience.  We embrace diversity in all its forms, valuing individuals regardless of age, disability, gender identity or reassignment, marital or civil partner status, pregnancy or maternity status, race, colour, nationality, ethnic or national origin, religion or belief, sex or sexual orientation. Your perspective and potential are important to us.

If we can do anything to help make the hiring process more accessible, please let our talent acquisition team know when you apply so we can support any adjustments.