Help Desk Analyst / IT Training

About the Role

City of London Investment Group is expanding its Information Technology team and is seeking a Help Desk Analyst / IT Training Specialist to join us in West Chester. This is a hybrid role that combines traditional first-line support with a genuine focus on helping colleagues get more out of the technology they use every day. You will be the first person our employees turn to when something is not working, and the person who makes sure fewer things go wrong in the first place.

Alongside day-to-day support, you will design and deliver training programmes that improve productivity, strengthen security awareness, and increase adoption of our core platforms. It is a visible role with real scope to shape how the firm works with technology, reporting directly to the Head of IT.

Key Responsibilities

Help Desk Support

• Serve as the first point of contact for IT support requests across the business.
• Troubleshoot hardware, software, Microsoft 365, and connectivity issues.
• Escalate complex technical issues to senior IT staff when required.
• Maintain accurate support documentation and ticket records.
• Assist with workstation setup, deployment, and equipment management.

Training and User Enablement

• Develop and deliver employee technology training programmes.
• Create user guides, quick reference materials, and knowledge base articles.
• Conduct new-hire technology orientation sessions.
• Provide coaching on Microsoft 365 applications, collaboration tools, and cybersecurity best practices.
• Identify recurring support trends and address them through targeted training initiatives.

What We Are Looking For

• Two to four years of IT support or help desk experience.
• Experience supporting Microsoft 365 environments.
• Strong communication and presentation skills, with the ability to explain technical concepts to non-technical colleagues.
• Experience creating training materials or user documentation, or conducting workshop