IT Service Desk Analyst

IT Service Desk Analyst - London (Hybrid) - Permanent - £40,000 per annum

A fantastic opportunity has arisen for an IT Service Desk Analyst to join a leading financial services firm on a permeant basis.

KEY RESPONSIBILITIES

• Own incidents and requests end-to-end: triage, troubleshoot, resolve, and document - driving tickets to closure with a strong focus on root cause and quality
• Provide advanced remote and in-person support for Windows and Mac endpoints, collaboration tooling, and corporate applications
• Diagnose and resolve complex issues across Microsoft 365, endpoint management tools, and Video Conferencing systems
• Perform structured troubleshooting using logs, system tools, event viewer, and device management portals; identify recurring issues and propose fixes
• Escalate effectively: ensure the right technical detail is captured, coordinate with escalation teams, and maintain ownership until resolution
• Improve the Service Desk by contributing to knowledge articles, standard operating procedures, and coaching peers on best practices
• Deliver efficient onboarding/offboarding with a focus on day-one readiness and smooth user experience
• Keep users informed through clear, timely updates—translating technical detail into business-friendly language

KEY EXPERIENCE

• 2+ years' experience in a Service Desk/IT Support environment with demonstrable Level 2 troubleshooting responsibility
• Strong working knowledge of Windows 11 and macOS support in an enterprise environment
• Confident troubleshooting Microsoft 365 (Teams, OneDrive sync issues, Outlook profile/authentication, permissions/sharing)
• Experience with endpoint management concepts and tooling (e.g., Intune, device compliance, app deployment)
• Comfortable using an ITSM tool with strong ticket hygiene: categorisation, prioritisation, documentation, and SLA awareness
• Excellent communication skills with the ability to lead the user through resolution and set expectations clearly
• Experience supporting executive/VIP users in a corporate environment would be advantageous
• Hands-on macOS management/troubleshooting with Jamf would be beneficial
• Exposure to identity/access concepts (e.g., SSO/MFA, account lockouts) desirable
• Familiarity with security tools and handling access/data requests appropriately would be valuable

IT Service Desk Analyst - London (Hybrid) - Permanent - £40,000 per annum