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

• 01Identity and access at scale across Entra ID and on-prem AD, including the scripting around it – built and maintain AMF1_AD_User_Create, a PowerShell tool that takes new-joiner provisioning from a manual checklist to a signed, repeatable workflow.
• 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 (AppLocker, MDM enrolment edge cases, EDR conflicts).
• 03Exchange Online and M365 administration end-to-end – mailbox lifecycle, GAL, calendar permissions, distribution and security groups, cross-tenant authentication, 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 principal stakeholders including Adrian Newey and Lawrence Stroll, providing the highest standard in quality, resolution time, and descretion.
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 03Designed and shipped AMF1_AD_User_Create.ps1, an internal PowerShell tool that consolidates new-joiner account provisioning into a single signed workflow – adopted by the wider IT function and now part of the standard onboarding process.
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.