Service Desk Analyst

Service Desk Analyst – London (Hybrid)

The Opportunity

A global financial services organisation is seeking a skilled Service Desk Analyst to join their London-based IT team. This is an exciting opportunity to work in a dynamic, fast-paced environment, playing a key role in ensuring seamless IT support for business users.

The Role

As a Service Desk Analyst, you will:

• Provide 1st and 2nd line IT support to end-users via email, phone, and walk-ups.

• Troubleshoot and resolve hardware, software, and network issues.

• Manage incidents, service requests, and alerts through a ticketing system.

• Perform software deployments, routine maintenance, and user onboarding/offboarding.

• Ensure compliance with ITIL processes and documentation standards.

• Deliver outstanding customer service in a busy IT support environment.

What We’re Looking For

• 2–3 years’ experience in a busy IT Service Desk environment.

• Strong knowledge of Windows 10/11, Microsoft 365, Active Directory (on-prem & Azure), and Exchange Hybrid.

• Experience with Intune for device management (highly desirable).

• Familiarity with ITIL practices, change controls, and working in regulated environments (financial services experience advantageous).

• Excellent communication, problem-solving, and multitasking abilities.

• Enthusiastic, approachable, and confident in user-facing support.

Working Pattern

• Hours: Monday to Friday, shifts covering 08:00 – 18:00.

• Weekly Hours: 33.75 hours, providing excellent work-life balance.

• On-call: Occasional evening or weekend duty, paid in line with company policy.

• Hybrid Working: 3 days in office, 2 days from home.

• Probation: First 3 months fully office-based for training and integration.

Why Join Us?

• Competitive salary and overtime pay for on-call duties.

• Shorter working week at 33.75 hours while retaining a full-time salary.

• Hybrid working model with strong support for work-life balance.

• Career development opportunities, including exposure to advanced IT infrastructure and security tools.

• Private healthcare, pension contributions, and access to wellbeing programmes.

• Collaborative and inclusive culture where your contribution makes a real impact.