Senior Service Desk Analyst (Fintech)

Location: London, City of London, United Kingdom (Hybrid)

Company

hirify.global is a global financial technology company supporting leading financial institutions.

What you will do

• Own customer incidents, service requests, and escalations from initial investigation through resolution.
• Investigate application and integration issues using APIs, logs, data, and system behaviour.
• Communicate with customers throughout the support journey and maintain clear expectations.
• Coordinate with Product, Engineering, and Operations to resolve complex issues and improve customer experience.
• Support incident coordination and keep actions focused on resolution.
• Mentor colleagues and improve ticket quality, troubleshooting practices, documentation, processes, and tooling.

Requirements

• Professional fluency in English, written and spoken, is mandatory.
• Strong experience in application support, technical support, Service Desk, or service operations in a software or SaaS environment.
• Customer-focused communication skills and experience handling stakeholders and escalations.
• Ability to investigate complex technical issues, take ownership, exercise sound judgement, and follow work through to resolution.
• Organised and adaptable approach to managing changing priorities in a fast-paced environment.
• Experience mentoring or supporting less-experienced colleagues.

Nice to have

• Experience in fintech, capital markets, structured products, or financial-services client support.
• Knowledge of APIs, Postman, system integrations, XML/JSON, logs, SQL, or similar troubleshooting tools.
• Experience with Jira Service Management or another ITSM platform and knowledge of ITIL practices.
• German language skills.

Culture & Benefits

• Hybrid work based in London.
• Cross-team and cross-region collaboration within a global service desk.
• Focus on continuous improvement, knowledge sharing, and consistent service standards.
• Inclusive workplace committed to diversity and equal opportunity.