Requirements
Candidates must have 5-7 years of technical support experience, including AV/VC support, and a solid understanding of ITIL frameworks. Proficiency in Windows 11, Microsoft 365, and Azure, along with strong stakeholder management skills, is essential for this role.
Job Description
What it's about
As a Senior IT Service Desk Analyst, you will be a highly visible member of the London IT team, delivering exceptional on-site support to employees, visitors and external partners while ensuring a seamless workplace technology experience. You will be responsible for delivering a premium workplace technology experience, onboarding new joiners, supporting VIP users, meeting room technologies and business-critical events while collaborating closely with our global IT teams.
Our London office, located in the award-winning JJ Mack Building, spans two floors equipped with modern workplace technology, dedicated event spaces and a diverse portfolio of meeting rooms supporting both internal and external events. The office provides an exciting environment with significant exposure to senior stakeholders, workplace technology, and high-profile events.
Your main responsibilities include:
IT Excellence and Support:
- Manage ServiceNow incidents and requests while delivering best-in-class desk-side and remote support through chat, phone, email and remote access tools.
- Own the local onboarding experience for new joiners, ensuring all technology, equipment, access and training requirements are completed before the employee's first day.
- Deliver high-touch support to senior management, executive stakeholders and VIP users, ensuring rapid response, effective communication and an exceptional support experience for both London-based employees and visiting colleagues.
- Manage local IT assets and inventory, ensuring equipment lifecycle activities, stock levels, audits and device deployments are completed in accordance with company standards.
- Assist with user and group administration across cloud and on-premises environments while driving effective resolution of employee issues and identifying opportunities for service improvement.
- Act as the local owner for workplace technology standards, promoting IT security best practices and continuously improving user experience, meeting room reliability and support processes.
- Troubleshooting of connectivity issues for local (Wi-Fi and wired networks) and remote networks (VPN and Azure Virtual Desktop).
- Support to Office Management with IT setup for desk moves and event spaces when required.
Events and Meetings Technology Support:
- Support internal and external events with Audio-Visual, Video-Conferencing and live-streaming technologies, ensuring flawless execution of Town Halls, Summits, Investor events and other high-profile business activities.
- Own meeting room technology and event spaces, proactively monitoring room health, coordinating maintenance activities and troubleshooting AV/VC issues during live, hybrid and virtual events, including occasional out-of-hours support.
We are looking for an experienced, hands-on professional with the following profile:
- At least 5-7 years of experience in a Technical Support role including AV/VC Support. Experience supporting financial services or professional services organizations within a global environment is strongly preferred.
- Solid knowledge of networking and security concepts, as well as a solid understanding and practical experience of ITSM / ITIL frameworks. ITIL certification strongly preferred.
- Excellent knowledge of Windows 11 and experience in using the following solutions: Active Directory, Azure, Intune, MS Teams, MS SharePoint, MS OneDrive, ServiceNow & Conditional Access.
- Experience in remote support, corporate video conferencing (MS-Teams, Zoom), and corporate events IT/AV Setup & Support.
- A strong commitment to customer service and to build & maintain relationships with stakeholders at all the levels of the company including senior management, executive or VIP level.
- You work well in a fast-moving environment and are able to manage competing priorities through effective time management and organization.
- Comfortable working independently and taking ownership of workplace technology, AV/VC support and operational activities within a busy office environment.
- Previous experience supporting executive stakeholders and VIP users is highly desirable
Location: 100% on-site in our London office
Partners Group is a global financial institution that retains the culture, pace and agility of a start-up. As a growing firm, we are committed to attracting, developing and retaining the very best talent by offering a workplace where results are truly recognized and rewarded. We offer a fantastic opportunity for you to grow:
- Competitive compensation, including performance-based bonuses and daily lunch allowance
- Global professional environment with international exposure, collaborative culture, and opportunities to learn the business from industry leaders and seasoned professionals
- Comprehensive career development through challenging opportunities, hands-on training, dedicated mentorship programs, and our PG Academy learning platform for continuous growth
- Premium facilities, including a state-of-the-art office environment and access to high-quality workplace amenities
- Community engagement through office events, team activities, and volunteer opportunities to connect with local communities
- Sabbatical program: one month off after every five years of service to recharge and explore
www.partnersgroup.com
Please be aware, fraudsters may pose as Partners Group recruiters. All genuine representatives can be identified by a verified sign on their LinkedIn profiles. If you suspect fraud or have doubts, contact us immediately at hr@partnersgroup.com