Service Desk Analyst (Fintech)

TL;DR

Service Desk Analyst (Fintech): Providing first-point-of-contact IT support for end users across the EMEA region and globally with an accent on technical troubleshooting and incident management. Focus on diagnosing complex EUC issues, managing Active Directory, and ensuring high service standards within a secure enterprise environment.

Location: Hybrid (3 days in the office in London, UK)

Company

A FTSE100 fintech operating across five continents, serving over 700,000 clients in retail trading and investment.

What you will do

• Triage and resolve incidents and service requests via phone, email, Teams, and ServiceNow.
• Provide technical support for the EMEA region and globally, focusing on the EUC environment.
• Manage Active Directory, workstation applications, deployment, patching, and rollouts.
• Support both PC and Mac environments, including video conferencing and general IT infrastructure.
• Determine incident severity based on business impact and technical complexity.
• Collaborate with escalation teams to ensure productivity goals are met and exceeded.

Requirements

• Must be based in or able to work from the London office (Hybrid: 3 days/week).
• Proficiency in Active Directory, TCP/IP, Windows Defender, and Mobile Device Management (MDM).
• Experience with Microsoft SCCM and Company Portal.
• In-depth knowledge of Microsoft operating systems, Windows 11, and macOS.
• Experience working with ServiceNow or similar call logging systems.
• Experience supporting a mobile workforce within a secure enterprise environment.

Nice to have

• Experience with Microsoft Intune, Jamf, or similar endpoint management tooling.
• Experience supporting a Zscaler environment.

Culture & Benefits

• Flexible benefits package (12% on top of salary).
• Private medical cover for employee and family.
• 28 days of holiday (including birthday and volunteering days).
• Unlimited access to the LinkedIn Learning Platform.
• Life insurance and contributions to gym memberships.
• Inclusive culture with employee-led networks for LGBTQ+, Women, Black, and Parents & Carers.