Desktop Support Analyst

Role Overview

Start by showing recruiters you understand the team's mission and environment.

Pantheon has been at the forefront of private markets investing for more than 40 years, earning a reputation for providing innovative solutions covering the full lifecycle of investments, from primary fund commitments to co-investments and secondary purchases, across private equity, real assets and private credit.
We have partnered with more than 650 clients, including institutional investors of all sizes as well as a growing number of private wealth advisers and investors, with approximately $65bn in discretionary assets under management (as of December 31, 2023).
Leveraging our specialized experience and global team of professionals across Europe, the Americas and Asia, we invest with purpose and lead with expertise to build secure financial futures.
For further details please visit www.pantheon.comPurpose of Position
Be part of a global team who support our employees as well as improving internal support tools and processes. The goal here is to provide exceptional end user support and build processes and systems that we are proud of.
The ideal candidate will be passionate about delivering an exceptional support experience and generally making the experience for Pantheon employees as smooth as possible. You will form part of a team that is responsible for supporting approx. 500 employees and growing rapidly, managing over 10 global offices in a fast-paced environment.
Key Responsibilities

End user support for all Pantheon offices. Ensure that all tickets are logged and resolved in a timely and effective manner (according to Pantheon defined SLAs).
Provide in person support at the San Francisco office as required. Possibility cover/travel required in other offices (New York, Chicago) depending on the business need for support.
Determining and executing the appropriate technical response to customer issues. Evaluating problems and requests and selecting the most appropriate solution within corporate guidelines.
Ensure compliance with relevant laws, regulations and Pantheon policy (including reporting compliance risks and maintaining appropriate standards of conduct.
Playing a part in the efficient onboarding, moving and offboarding of Pantheon staff and vendors resources.
Supporting AV systems and Telephony in all Pantheon offices.
Must be flexible and be able to work outside of the core working hours, where required.

Knowledge & Experience Required 

Ability to respond timely to end users and resolve issues.
Excellent customer service, high levels of communication and the ability to managing problems through to completion.
Experience supporting Windows 10/11 environments as we have now migrated to Windows 11 globally.
Excellent working knowledge of core Microsoft products; Word, Excel, PowerPoint, Outlook, Edge etc
Office 365 experience – User Account Management & Troubleshooting
Working knowledge of Windows Server, Microsoft Active Directory and its associated tools.
Experience supporting remote access systems including MFA and VPN connections.
Demonstrable commitment to quality, service and problem management.
Knowledge of Microsoft Azure
Knowledge of Sharepoint
Knowledge of AV systems, such as Creston and Cisco
Knowledge of Endpoint Manger (Intune), SCCM, Auto Pilot
Knowledge of the Private Equity industry is a nice-to-have but not essential as training will be provided.
Knowledge and experience of ITILns:
GCSEs or equivalent
Professional qualifications – preferably some formal IT training
ITIL certification desirable but not essential
Any Microsoft qualifications in Microsoft Azure, Office 365 or other
This job description is not to be construed as an exhaustive statement of duties, responsibilities, or requirements. You may be required to perform other job-related duties as reasonably requested by your manager.
Pantheon is an Equal Opportunities employer, we are committed to building a diverse and inclusive workforce so if you're excited about this role but your past experience doesn't perfectly align we'd still encourage you to apply.