Service Desk Analyst (Fintech)

TL;DR

Service Desk Analyst (Fintech): Providing first-line IT support and incident resolution for a global financial services environment with an accent on troubleshooting complex end-user issues and maintaining high service standards. Focus on managing incidents via ServiceNow, administering Active Directory and Office 365, and supporting a diverse range of hardware and software across the EMEA region.

Location: Must be based in London, UK (Hybrid: 3 days in office).

Company

A FTSE100 fintech leader providing retail trading and investment services since 1974, operating globally with a focus on innovation and complex problem-solving.

What you will do

• Triage and resolve incidents and service requests via phone, email, Teams, and ServiceNow.
• Troubleshoot end-user technical issues, aiming for first-contact resolution.
• Document all incident details, categorization, and priority levels accurately in ServiceNow.
• Support the EMEA region and global infrastructure, including AD management and workstation maintenance.
• Manage deployment, patching, and support for Windows and macOS environments.
• Coordinate with specialist escalation teams to ensure high-quality service delivery.

Requirements

• Must be based in London, UK for hybrid office attendance.
• Experience supporting a mobile workforce in a secure enterprise environment.
• Proficiency in Active Directory, Office 365, and enterprise endpoint management (Intune/Jamf).
• Experience with Windows 11, macOS, and mobile device support.
• Knowledge of Zscaler, TCP/IP, and Windows Defender.
• Experience with call logging systems like ServiceNow.

Culture & Benefits

• Competitive salary with a 12% flexible benefits package.
• Private medical cover for you and your family and life insurance.
• 28 days total holiday (including birthday and volunteer days) with buy/sell options.
• Unlimited access to LinkedIn Learning.
• Enhanced parental leave and support networks.
• Active employee-led diversity and inclusion networks.