About the Role
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 Responsibilities
Technical Support
* Deliver 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 Mentorship
* Provide 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 Management
* Deploy 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 For
Essential Skills & Experience
* Strong 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.
Desirable
* Degree 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 Gain
* A 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:
o Private healthcare
o Generous employer pension contribution
o Health subsidies
o Access to wellbeing and savings programs
Venquis is acting as an Employment Agency in relation to this vacancy.