IT Service Desk Analyst

About the role

Provide 1st, 2nd and 3rd level IT technical support on‑site at the CBP office, delivering fast, high‑quality assistance to partners, senior management, staff and external clients.

Key responsibilities

• Deliver face‑to‑face support for Windows 11 workstations, laptops, Surface devices and associated hardware.
• Administer Active Directory, Exchange distribution and security groups, and manage Group Policy.
• Maintain networking infrastructure, printers, telephony, video‑conferencing and audio‑visual equipment.
• Participate in after‑hours rotation and contribute to IT projects and process improvements.

Required profile

• 4+ years experience in helpdesk/desktop support within legal or professional services.
• Strong customer‑service focus with excellent communication and written skills.
• Ability to work autonomously, prioritize multiple queries and operate under pressure.

Required skills

• Windows 11 deployment and support.
• Active Directory and Exchange Management.
• Group Policy and networking protocol administration.
• MDM platforms such as Intune.
• Microsoft Office 365, Microsoft Office Suite, Windows servers and anti‑virus software.
• Video‑conferencing, telephony and audio‑visual equipment support.

What we offer

• Health and fitness perks, discounted gym memberships and complimentary massages.
• Rewards and recognition programmes, professional memberships and mentoring.
• Opportunities for career progression, learning and development.
• Inclusive culture that values work‑life balance and diversity.