Service Desk Analyst Provides 1st line support for all incidents and service requests, with some 2nd/3rd line work. Hybrid role delivering technical support both onsite and remotely (via MS Teams and phone). Key Responsibilities Log, prioritise, diagnose, and manage incidents and requests. Deliver clear communication and first-class customer service. Escalate or resolve issues with third parties and internal teams. Support change, problem, and project management activities. Maintain documentation, asset records, and regulatory compliance. Provide vulnerability management, Power Apps development, and support for office moves and ad hoc projects. Technical Scope Support systems including Windows 11, Microsoft 365, Active Directory, SCCM, InTune, Teams, SharePoint, SAP Concur, TalkDesk, bespoke CRM/POS, Palo Alto Global Protect, Freshservice (or similar ITSM), and more. Requirements 5 years in technical, customer-facing service desk support. Strong troubleshooting, Microsoft Windows/Office skills, and AD/SCCM experience. Excellent communication, documentation, and customer service. Ability to prioritise, work under pressure, and continuously learn. ITIL knowledge, ITSM tool experience, and (desirable) exposure to financial services and automation tools.