Service Desk Analyst

Role Overview

The primary responsibility of a Service Desk Analyst is to be the primary point of contact for internal users needing technical support, responsible for accurate ticket logging, troubleshooting, and resolving issues related to hardware, software, and networks. Key duties include acting as a liaison between users and IT, managing a ticketing system, providing first‑line support through phone, live chat or email, escalating complex problems to higher‑level support, and contributing to the knowledge base.

• Provide appropriate technical support to resolve/log IT related incidents and service requests on first contact using the Service Now IT Service Management portal.
• Provide accurate answers that can be understood by business users.
• Ensure incidents and service requests have been dealt with to business users' satisfaction.
• Work with suppliers and internal IT departments to provide business users with status updates as defined in the Service Level Agreement (SLA).
• Have knowledge and understanding of SLA content and Service Desk processes and procedures.
• Document, maintain, use, and share appropriate product and services knowledge and learn about new products and services as required.
• Have a clear understanding of escalation and major incident processes.
• Actively work with appropriate teams to pre‑empt service issues and minimise impact to business users.
• Contribute to and keep up‑to‑date process and procedure documentation.
• Keep up‑to‑date with developments within the organisation that may impact user experience.
• Drive innovation within the team and wider organisation with generative AI and automation tooling.

• General knowledge of desktop, networking, server, voice & communications infrastructure.
• Windows 10/11 operating systems.
• Microsoft M365 Copilot, Exchange, Intune, Office 365, Power Shell and Active Directory.
• ITSM process automation and workflows.
• AWS Work spaces and AWS technology.
• Okta or similar MFA technology.
• Intermediate to advanced knowledge of Microsoft Office (Word, Excel, PowerPoint, Outlook).
• Working knowledge of generative AI.
• Knowledge of common applications and hardware.
• Relevant industry certifications (e.g., Microsoft MCP, MCSA or individual Microsoft specialist training such as Excel, Word, PowerPoint, Outlook or ITSM products).

• Essential:
  University degree or diploma in Computer Science or solid experience in a Service Desk / Help Desk role.
• Experience in a customer services environment, preferably within an investment banking organization.
• Good experience using best practice IT Service Management tools to log and manage user calls and provide first‑time resolution where practical.
• Experience with Service Now preferred.

• ITIL v3/v4 foundation, Service Desk Institute SDA or equivalent ITSM qualification.

• Shift rota basis.
• Occasional bank holiday working required.

Support, 3