By joining Sedgwick, you'll be part of something truly meaningful. It’s what our 33,000 colleagues do every day for people around the world who are facing the unexpected. We invite you to grow your career with us, experience our caring culture, and enjoy work-life balance. Here, there’s no limit to what you can achieve.
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IT Support Analyst
Step into the fast-paced world of IT support and innovation.
Job Location: London
Job Type: Permanent
Remuneration: Competitive salary based on experience, skills, and qualifications
Join Sedgwick as an IT Service Desk Analyst Level 2 and become a key player in delivering expert technical support and driving operational excellence in a fast-paced, collaborative environment.
At Sedgwick, you’ll be part of a dynamic and collaborative IT team, working in a fast-paced yet enjoyable environment. As a Level 2 Service Desk Analyst, your core responsibility is to deliver high-quality IT support to colleagues, particularly those based in the London Fenchurch Street office. You’ll be the go-to expert for resolving technical issues that go beyond Level 1, offering hands-on assistance and mentoring to junior agents while ensuring seamless escalation of complex problems to senior support teams.
Your day-to-day will involve diagnosing and troubleshooting desktop application issues, managing user accounts and permissions, and supporting a wide range of devices including PCs, laptops, mobile phones, and tablets. You’ll also play a key role in helping users navigate applications such as Microsoft Office, ERP, CRM, VPN, Citrix, and mobile device management platforms. Communication is central to this role—you’ll liaise with users across varying levels of technical expertise, providing clear updates and guidance in line with service level agreements.
To thrive in this role, you’ll need at least 18 months of experience in an IT Service Desk or inbound call centre environment, along with a solid grasp of ITSM ticketing tools like ServiceNow or Remedy. While formal qualifications and certifications are preferred, what truly matters is your ability to juggle multiple tasks, solve problems analytically, and maintain a customer-first mindset. If you’re passionate about IT support and eager to make a meaningful impact in a client-driven setting, Sedgwick offers the perfect platform to grow your career.
What you’ll bring:
1. IT Support Experience: At least 18 months in a service desk or call centre environment.
2. Ticketing Systems: Familiarity with ITSM tools like ServiceNow or Remedy.
3. Technical Knowledge: Solid understanding of Windows OS, Microsoft Office, and networking fundamentals.
4. Communication Skills: Clear and professional verbal and written English.
5. Problem Solving: Strong analytical skills to troubleshoot technical issues.
6. Customer Focus: Enthusiastic approach to delivering excellent support.
7. Certifications (Preferred): CompTIA or Microsoft IT certifications are a plus.
What’s helpful, but not essential:
8. Associate’s degree in Computer Science or IT.
9. Certifications such as CompTIA A+, Network+, Security+, or Microsoft Certified IT Professional.
10. Basic knowledge of ITIL and service desk metrics.
What we’ll give you:
Remuneration & more
11. Competitive salary tailored to your experience and qualifications
12. Self-Invested Personal Pension Scheme (SIPP)
13. Incentive bonus scheme
14. 25 days holiday plus bank holidays
15. Flexible working options – from our office or your home
Health & support
16. Private healthcare plan (including pre-existing conditions)
17. Life assurance
18. Employee assistance programme
19. Group Income Protection
Other benefits
20. Voluntary benefits – dental cover, cycle to work scheme, season ticket loan, digital GP access
21. Discounts on a wide range of products and services
This isn’t just a job – it’s your gateway to a thriving IT career.
At Sedgwick, we don’t just support systems – we support people. With access to Sedgwick University’s 15,000+ on-demand courses and role-specific training, you’ll have everything you need to grow your skills and shape your future.
Ready to make an impact?
Apply now – we’d love to hear from you.
Whether you’re a seasoned IT professional or returning to the workforce, we welcome applicants from all backgrounds. We’re proud to be an inclusive employer with a zero-tolerance policy toward discrimination of any kind.
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Sedgwick is an Equal Opportunity Employer.
The statements contained in this document are intended to describe the general nature and level of work being performed by a colleague assigned to this description. They are not intended to constitute a comprehensive list of functions, duties, or local variances. Sedgwick retains the discretion to add or to change the duties of the position at any time.