Service Desk Technician

Fitch Group is currently seeking a Service Desk Technician based out of our London office.

As a leading global financial information services provider Fitch Group delivers vital credit and risk insights robust data and dynamic tools to champion more efficient transparent financial markets. With over 100 years of experience and colleagues in over 30 countries Fitch Groups culture of credibility independence and transparency is embedded throughout its structure which includes Fitch Ratings one of the worlds top three credit ratings agencies and Fitch Solutions a leading provider of insights data and analytics.

With dual headquarters in London and New York Fitch Group is owned by Hearst.

Fitchs Technology & Data Team is a dynamic department where innovation meets impact. Our team includes the Chief Data Office Chief Software Office Chief Technology Office Emerging Technology Shared Technology Services Technology Risk and the Executive Program Management Office (EPMO).Driven by our investment in cutting-edge technologies like AI and cloud solutions were home to a diverse range of roles and backgrounds united by a shared passion for leveraging modern technology to drive projects that matter to our organization and clients.

We are also proud to be recognized by Built In as a Best Place to Work in Technology 3 years in a row. Whether youre an experienced professional or just starting your career we offer an exciting and supportive environment where you can grow innovate and make a difference.

Want to learn more about a career in technology and data at Fitch

Visit: the Role

The Fitch Group Global Service Desk is a fast paced diverse and exciting team with a passion for customer service user experience and technology. The Service Desk provides 24x5 IT support to over 6000 Fitch Group users globally.

How Youll Make an Impact:

• Own incidents and requests end-to-end: triage troubleshoot resolve and documentdriving tickets to closure with a strong focus on root cause and quality.
• Provide advanced remote and in-person supportfor Windows and Mac endpoints collaboration tooling and corporate applications.
• Diagnose and resolve complex issuesacross Microsoft 365 (Outlook Teams One Drive SharePoint) endpoint management (Intune and SCCM) and Video Conferencing (Cisco).
• Perform structured troubleshootingusing logs system tools event viewer device management portals and known error patterns; identify recurring issues and propose fixes.
• Escalate effectively and manage escalations: ensure the right technical detail is captured coordinate with escalation teams and maintain ownership until resolution.
• Improve the Service Deskby contributing to knowledge articles standard operating procedures and coaching peers on repeat issues and best practices.
• Deliver efficient onboarding/offboardingwith a focus on day-one readiness access provisioning device readiness and a smooth user experience.
• Keep users informedthrough clear timely updatestranslating technical detail into business-friendly language.

You May be a Good Fit if:

• 2 years experiencein a Service Desk/IT Support environment with demonstrable Level 2 troubleshooting responsibility.
• Strong working knowledge ofWindows 11 and macOSsupport in an enterprise environment (plus iOS support).
• Confident troubleshootingMicrosoft 365(Teams One Drive sync issues Outlook profile/authentication permissions/sharing add-ins).
• Experience withendpoint managementconcepts and tooling (e.g.Intune device compliance app deployment profiles/policies).
• Comfortable using an ITSM tool (e.g.Jira Service Management) with strong ticket hygiene: categorisation prioritisation documentation and SLA awareness.
• Excellent communication skills with the ability tolead the user through resolutionand set expectations clearly.

What Would Make You Stand Out:

• Experience supportingexecutive/VIPusers in a corporate environment.
• Hands-on macOS management/troubleshooting withJamf(policies profiles inventory app deployment).
• Exposure to identity/access concepts (e.g. SSO/MFA account lockouts access groups).
• Familiarity with security tools (Zscaler Crowd Strike) phishing awareness and handling access/data requests appropriately.
• ITILcertification (or strong practical knowledge of incident/request/problem management).
• A track record of reducing repeat incidents viaknowledge creationand trend analysis.

Why Choose Fitch:

• Hybrid Work Environment: 4 days a week in office required based on your line of business and location
• A Culture of Learning & Mobility: Dedicated trainings leadership development and mentorship programs designed to ensure that your time at Fitch will be a continuous learning opportunity
• Investing in Your Future: Retirement planning and tuition reimbursement programs that empower you to achieve your short and long-term goals
• Promoting Health & Wellbeing: Comprehensive healthcare offerings that enable physical mental financial social and occupational wellbeing
• Supportive Parenting Policies: Family-friendly policies including a generous global parental…