Service Desk Analyst

Department: Workplace Services
Team: Service Desk
Location: London; 5 days in office
Position type: Contractor (umbrella – inside IR35) until 28th August 2026

What the hiring manager says

“We are looking for a self-motivated and versatile individual with a wide range of abilities, exceptional communication skills and an outgoing personality. You will be dealing with a mix of first and second line issues using best-in-class tools and industry best practices, with a strong focus on customer service and continual service improvement.”
Head of Service Desk

About the Team

You will be joining a committed and highly experienced global team, supporting circa 850 staff located across the globe. Alongside the day-to-day application support and service desk work streams, the team also contributes to the successful delivery of GSMA events. The MWC and M360 series of events including MWC Barcelona, as well as other new technology projects and initiatives.

About the Role

• As a Service Desk Analyst, you will support internal customers using ServiceNow. You will provide first-line application support while also dealing with a variety of first and second line Service Desk tasks.

• The role is based in our London office and covers a shift pattern from 8am to 6pm Monday to Friday

• The main duties of the role are to provide first line and second line IT support and first line application support. Taking ownership of issues and working proactively to resolve them ensuring that all work has an accompanying ticket raised

• You will be expected to provide a high standard of customer service at all times, considering the impact of the ticket to the end user and ensuring they are kept updated throughout.

• You will work closely with the Infrastructure Team, the Information Security Team, the wider IT Team, as well as third party service providers and ensure that issues are escalated appropriately.

• The team are responsible for maintaining the smooth onboarding and offboarding of staff members with strict adherence to the processes for doing so.

• We ensure that the asset management system is up-to-date, and stock is tracked, replenished and recycled in line with GSMA policies.

• You will have the opportunity to work closely with the IT team on the successful delivery of GSMA events, service improvements and IT projects.

About You

• You will need proven IT Support/Service Desk experience and excellent technical knowledge of Laptops (Windows and MacOS) and Mobile devices (iOS and Android) to be an asset to the team.

• You should have knowledge of Office 365, Entra, Office Applications, Powershell and Adobe Tools. As well as a good working knowledge of Laptop and mobile device hardware management platforms (Intune and JAMF)

• You will need a working understanding of Infrastructure as a service (AWS and Azure)

• Experience with ITIL processes and ITIL certifications would be an advantage

• A working understanding of endpoint security, encryption solutions and familiarity with OKTA and identity solutions would also be advantageous

• Ability to adhere to GSMA policies and procedures is key to ensuring a consistent service.

About your skills

1. Analysis - You will use analytical and problem solving skills daily while solving issues and assisting staff members.
2. Teamwork - The role will allow you to show your ability to work autonomously and as part of a team.
3. Communication - Being an excellent communicator is a must as we have a lot of face to face interaction alongside dealing with remote staff.
4. Agility - In order to successfully deliver in this role you must be highly flexible & customer focused.
5. Innovation - A desire to be innovative will serve you well in this role

Contract type

Short term Contractor

Worker type

Contingent Worker

What We Offer

Working at the GSMA offers you unparalleled access to the mobile industry. We offer a chance to truly shape the direction of mobile, whatever your role. By joining the GSMA, you will be exposed to a fast-paced rapidly evolving environment, working on global solutions, genuinely fascinating and industry-changing projects and a stimulating and dynamic environment designed to enable you to flourish.

In addition to architect-designed offices and competitive compensation, our benefits include fantastic learning & development opportunities, generous holiday allowances, four additional days off for professional development and many others.

To learn more about the GSMA, visit our career site, our LinkedIn page and our Twitter page.

Being You at the GSMA

We care deeply about diversity, equity and inclusivity and aspire to be the best at it. Your well-being and work/life balance is important, so flexi-time and remote working is available to all staff. We're keen to ensure everyone is equal, represented and connected so we particularly encourage applications from all demographics. The sucess of the GSMA year on year will continue to be contributed by people from all walks of life.

GSMA Values

Our values not only drive our culture – they shape how we work and interact inside and outside our global organisation.

Passionately driven

We approach everything we do with unparalleled capability, tenacity and commitment, knowing that the challenging scale, pace and complexity of our work is what leads to its world-changing impact.

Insightful leaders

We continually develop and engage our expertise, insight and creativity so that we’re always ready to respond to the changing landscape with authority, agility and nuance.

Stronger together

We lean on each other so the industry can lean on us, embracing our diversity by actively seeking out perspectives and skill sets beyond our own, fuelling each other’s successes and constantly asking how we can help.

Underpinning our values is our collective mindset to show up purposefully as good human beings every day, in every situation. When we’re at our best – we are collaborative, considerate and compassionate to others, and we create a safe space for one another to thrive, assuming positive intent in our colleagues. And if we aren’t at our best and the pressure is on – we feel free to be ourselves but still remain curious, lean into the tough stuff and we are always respectful to others and accountable for the part we play.