1st & 2nd Line Service Desk Analyst – Financial Services
Financial Services experience is mandatory.
We’re supporting a global financial services organisation in the City of London that is looking to appoint an experienced 2nd Line Service Desk Analyst on a 12-month fixed-term contract.
This role sits within a mature, highly regulated IT environment supporting over 200 users across front-office, middle-office, and corporate functions. You’ll handle complex technical issues, act as an escalation point from 1st line, and work closely with infrastructure, security, and third-party vendors in a high-availability financial services setting.
Role:
- Acting as an escalation point for complex 2nd line incidents and service requests
- Diagnosing and resolving advanced desktop, application, and connectivity issues
- Supporting a Microsoft-centric environment including Windows 11, Microsoft 365, Exchange, Outlook, Word, and Excel
- Managing Active Directory (user accounts, groups, permissions, GPO exposure)
- Device build, configuration, and deployment using SCCM
- Supporting identity, access management, and security-driven processes in a regulated environment
- Working closely with infrastructure, network, and security teams to resolve root causes
- Managing incidents and requests through an ITIL-aligned service desk system (e.g. ServiceNow)
- Supporting change management, asset management, and audit-driven IT processes
- Providing high-quality onsite and remote support to senior stakeholders in a professional, calm manner
Requirement
- Experience in a service desk or desktop support role with clear 2nd line exposure
- Strong experience supporting Microsoft 365 and Windows environments
- Solid hands-on knowledge of Active Directory and Exchange
- Experience working with ticketing systems in ITIL-based environments
- Good understanding of networking fundamentals (DNS, DHCP, VPNs, Wi-Fi)
- Comfortable supporting users in a financial services or other highly regulated environment
- Confident communicator able to deal with senior business users under pressure
Relevant certifications such as CompTIA A+, ITIL, or Microsoft certifications are beneficial but not essential.
Working pattern
- Full-time, 12-month fixed-term contract
- Monday–Friday core hours with flexibility for early/late shifts
- Predominantly office-based (City of London)
- Occasional out-of-hours or weekend support (TOIL provided)
Important notes
- Full UK Right to Work required (no sponsorship now or in the future)
- Immediate starters or short-notice candidates preferred
Apply directly or message me for a confidential discussion.