Senior Analyst (Infrastructure)

TL;DR

Senior Analyst (Infrastructure): Providing high-level technology and customer support for infrastructure operations with an accent on ticket management, service improvement, and AV coordination. Focus on resolving complex technical issues, mentoring junior staff, and driving continuous service enhancements within a high-pressure financial services environment.

Location: Must be based in London (Hybrid: expected 4 days per week in the office).

Company

hirify.global is a leading independent global investment firm dedicated to rethinking possibilities for clients worldwide through distinctive investment management strategies.

What you will do

• Manage and resolve complex technical issues, including ticket lifecycle ownership and escalation when necessary.
• Analyze support trends to drive continuous service improvements and enhance customer experience.
• Coordinate AV support and help manage high-profile meeting room operations and events.
• Execute hardware/software installations, device upgrades, and office equipment rollouts.
• Provide coaching and leadership to Analysts, fostering technical and service excellence.
• Act as a conduit between support and business partners to strengthen relationships and promote technology adoption.

Requirements

• Extensive experience in a customer-facing desktop support role, ideally within financial services.
• Proven expertise with Windows OS, Office 365, Apple devices, ServiceNow, SCCM, and AV technologies.
• Solid understanding of network fundamentals including LAN/WAN.
• ITIL 4 Foundation certification.
• Proven leadership and mentoring abilities to support and develop junior team members.
• Analytical mindset with a focus on service delivery best practices and process innovation.

Nice to have

• PowerShell scripting skills.
• Experience with Intune, macOS, and JAMF.

Culture & Benefits

• Comprehensive benefits package including company-provided healthcare and life insurance.
• Flexible working options featuring a structured hybrid model.
• Generous pension provisions and income protection.
• Enhanced parental leave and volunteering days to support community engagement.
• Commitment to an inclusive work environment that celebrates diversity.