IT Desktop Support Analyst

01Problem

First and second-line support for the excluded budget functions – HR, Finance, and Commercial. The side of the team that doesn't show up on the broadcast but underpins everything that does. Quiet work, real stakes, and a stakeholder base that runs from first-day new joiners to the people running the business – each conversation pitched accordingly.

02Process

• 01Sole IT contact for HR, Finance, and Commercial – triage, resolution, and prioritisation called in real time.
• 02Endpoint and identity work across the fleet – provisioning, compliance, app delivery, and the day-to-day Entra, Intune, and Jamf admin that keeps people working without noticing.
• 03Operating at the seam between excluded and included functions, managing expectations professionally where scope and ownership overlap.
• 04Maintaining open ticket count in my own excluded-functions queue to protect first-response times while keeping available enough for high priority requests.

03Skills built

• 01Deploying and managing Cohere: North AI independently – planning every stage independently, from stakeholder management and the technical deployment through to the official approval pipelines.
• 02Endpoint management across a mixed Windows and Apple fleet – Intune and Jamf for deployment, compliance, and app delivery, with working knowledge of the bits that usually go wrong.
• 03Exchange Online and M365 administration end-to-end – mailbox lifecycle, calendar permissions, distribution and security groups, and the SharePoint and Planner quirks that come with them.
• 04PowerShell scripting as a daily tool rather than an occasional one – automating provisioning, reporting, and the repetitive work that otherwise eats a support queue.
• 05Stakeholder management across a wide seniority range, from first-day new joiners to functional heads, with the judgement to know which register fits which conversation.
• 06Jamf 200 certified, formalising the Apple fleet management work already in flight day-to-day.

04Outcome

1. Outcome 01Trusted as direct IT support for high-profile SLT, providing the highest standard in quality, resolution time, and discretion.
2. Outcome 02Piloted a reworked IT induction now used as the team's standard. Built a reputation across senior stakeholders as the person who closes the loop.
3. Outcome 03Planned and delivered the deployment of Cohere: North AI independently – stakeholder management, technical rollout, and official approval pipelines – and now manage it day to day.
4. Outcome 04Sustained one of the lowest open ticket counts on the team while covering the excluded functions solo, with first-response times held steady through peak periods.