About the RoleNot sure what skills you will need for this opportunity Simply read the full description below to get a complete picture of candidate requirements.We are seeking a Senior Service Desk Analyst to join our London-based IT team. This is a pivotal role responsible for ensuring the smooth operation of IT services and systems across the organisation. As a senior member of the service desk, you will provide advanced technical support, guide junior team members, and contribute to maintaining a secure, stable, and high-performing IT environment.Key ResponsibilitiesTechnical SupportDeliver expert-level technical support for hardware, software, and network-related issues.Troubleshoot complex problems escalated by junior analysts.Ensure excellent customer service and user communication throughout the resolution process.Identify root causes as part of problem management and provide mitigation strategies.Conduct proactive user follow-ups to confirm issue resolution.Team MentorshipProvide coaching and support to junior service desk analysts.Assist with onboarding new team members and contribute to developing training resources.Promote a collaborative and positive team culture.System ManagementDeploy software and hardware updates across the business.Perform regular system maintenance, updates, and backups.Manage joiners/leavers processes.Maintain accurate documentation for support requests and system configurations.What We're Looking ForEssential Skills & ExperienceStrong knowledge of IT support processes and service best practices.Excellent problem-solving and technical diagnostic skills.Experience mentoring junior support team members.Proficiency with hybrid IT environments.Expertise in Microsoft 365, Intune, Autopilot, Active Directory, Azure AD, and Exchange.Understanding of networking fundamentals and general IT infrastructure.Excellent interpersonal and customer service skills.Clear and professional written and verbal communication in English.Experience in the financial services industry.DesirableDegree in IT, Computer Science, or a related field.Industry certifications (e.g., Microsoft, CompTIA).ITIL v3/v4 Foundation certification and/or experience in an ITIL-based environment.Familiarity with ISO27001 security standards and CIS benchmarks.Experience with Freshworks ticketing system.Exposure to tools/technologies such as Meraki, Cisco, Cato, Oracle Cloud, SharePoint, SCCM, SCOM, PowerShell, scripting, and automation.What You'll GainA collaborative, supportive, and friendly work environment.Competitive hybrid working policy and a healthy work-life balance.Transparent career progression and continued professional development.Free access to the internationally recognised Protection & Indemnity Qualification.Attractive benefits package including:Private healthcareGenerous employer pension contributionHealth subsidiesAccess to wellbeing and savings programsVenquis is acting as an Employment Agency in relation to this vacancy.
Job Title
3rd Line Support Analyst