Support Analyst

Support Analyst – MD & Premier Technology Services

Location: Canary Wharf, London

Contract Type: Contract (Inside IR35)

Overview

We are seeking an experienced Support Analyst to provide high-touch Level 1–3 IT support to senior executives, bankers, traders, wealth managers, and other business-critical users within a fast-paced financial services environment.

The successful candidate will deliver exceptional end-user support across desktop, mobile, collaboration, and business applications while ensuring a high level of customer satisfaction and service quality.

Key Responsibilities

• Provide Level 1–3 desktop and end-user support for Windows, macOS, and mobile devices.
• Support Managing Directors, Executive Assistants, and front-office business users.
• Troubleshoot hardware, software, operating system, and connectivity issues.
• Manage incidents and service requests through ServiceNow.
• Support Microsoft 365 technologies including Outlook, Exchange Online, Teams, and OneDrive.
• Administer and support endpoints using Microsoft Intune.
• Support corporate iOS and BYOD mobile environments.
• Provide meeting room, video conferencing, and event technology support.
• Perform proactive monitoring and device health analysis.
• Deliver technology upgrades, deployments, and project activities.
• Provide user training, guidance, and best-practice recommendations.
• Identify service improvements and escalate risks where appropriate.
• Maintain compliance with operational processes and support standards.

Required Skills & Experience

• Minimum 3 years' experience in IT Support, Desktop Support, End User Computing, or Client Technology Services.
• Strong troubleshooting skills across Windows 11, macOS, and mobile devices.
• Experience supporting Microsoft 365, Exchange Online, Teams, and OneDrive.
• Experience with Microsoft Intune and endpoint management.
• Strong knowledge of ServiceNow and ITSM processes.
• Excellent customer service and stakeholder management skills.
• Experience supporting VIP, executive, or front-office users.
• Ability to work effectively in high-pressure, business-critical environments.
• Strong communication, prioritisation, and problem-solving skills.

Desirable

• Experience within Investment Banking, Wealth Management, or Financial Services.
• Exposure to Bloomberg, Reuters, FactSet, or other market data platforms.
• ITIL Foundation certification.
• Microsoft certifications.