This is an exciting opportunity for a Service Desk Analyst to join a world leading financial services company. This is an exciting opportunity for a Service Desk Analyst to join a world-leading financial services company. As an essential team member, you will deliver top-tier first-line technical support to approximately 2,500 users. The successful candidate will have exceptional customer service skills and a knack for asking insightful questions to effectively diagnose and prioritise user queries and issues. You will work closely with the Desktop Support Team and other second and third-line teams, to resolve incidents and requests while providing valuable guidance to end users. The Service Desk creates a welcoming and collaborative atmosphere that allows you to hone your skills and play a key role in the team’s continued success. Responsibilities: Responding to inquiries regarding IT services (including incidents and (service) requests) in a timely and efficient manner while adhering to the established Service Level Agreements (SLAs) Recording all incidents and requests in the Service Desk Call Logging System (ServiceNow) and managing them until the problem is resolved Provide remote, technical 1st line support, utilising your skills and collaborating with the broader IT department Performing system administration tasks in a Windows Active Directory environment (creating user accounts, resetting passwords, creating groups, etc.) Installation, maintenance and support of desktops, laptops and software Collaborate closely with 2nd and 3rd line teams to enhance the 1st line fix rate Building close relationships with users to improve the level of services offered Desired Skills & Experience Profile: 1 years of experience in a Service Desk environment supporting 700 employees in an ITIL setting Strong knowledge of Active Directory, Citrix, ServiceNow and SCCM Extensive knowledge of the desktop operating systems Windows 10/11 Confident use of MS Office 365 products Experience configuring hardware Good written and oral communication skills A good grasp of basic networking principles, such as TCP/IP, DNS, and DHCP Experience gained in an ITIL based IT service management environment ITIL Foundation Certification or willingness to obtain within the first year of employment A team-oriented attitude with a passion for continuous improvement and personal development Additional Information: Salary Range: £28k-£33k, based on experience Location: Four days a week onsite in the City of London, with alternative shift patterns, operating between the hours of 08:00 – 18:00 Benefits: Private Bupa medical, 10% pension contribution, and excellent bonus opportunity Applicants must hold the right to work in the United Kingdom without sponsorship