3rd Line Support Analyst

Venquis; London; On-site; GBP 35,000 - 55,000; Full time

Job summary

Venquis is seeking a Senior Service Desk Analyst to join their London IT team. This pivotal role ensures smooth IT operations and provides advanced technical support. The ideal candidate will have expertise in Microsoft 365 and excellent customer service skills. This position offers a collaborative work environment, competitive benefits, and opportunities for professional development.

Benefits

Private healthcare

Generous employer pension contribution

Health subsidies

Access to wellbeing and savings programs

Transparent career progression

Qualifications

• Strong knowledge of IT support processes and service best practices.
• Experience mentoring junior support team members.
• Excellent problem-solving and technical diagnostic skills.

Responsibilities

• Deliver expert-level technical support for hardware, software, and network issues.
• Provide coaching and support to junior service desk analysts.
• Deploy software and hardware updates across the business.

Skills

IT support processes

Problem-solving

Technical diagnostics

Interpersonal skills

Customer service

Education

Degree in IT, Computer Science, or related field

ITIL v3/v4 Foundation certification

Tools

Microsoft 365

Active Directory

Azure AD

Exchange

Freshworks ticketing system

Job description

Direct message the job poster from Venquis

Delivery Consultant at Venquis | Specializing in the London Market, connecting top talent with leading firms. Passionate about building…

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:

  • Private healthcare

  • Generous employer pension contribution

  • Health subsidies

  • Access to wellbeing and savings programs
    

Venquis is acting as an Employment Agency in relation to this vacancy.

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Finance

• Industries

  Insurance Agencies and Brokerages, Insurance Carriers, and Insurance

Referrals increase your chances of interviewing at Venquis by 2x

Sign in to set job alerts for “Support Analyst” roles.

Greater London, England, United Kingdom 3 weeks ago

London, England, United Kingdom 1 week ago

London, England, United Kingdom 3 weeks ago

London, England, United Kingdom 1 week ago

City Of London, England, United Kingdom 4 weeks ago

London, England, United Kingdom 1 month ago

London, England, United Kingdom 1 month ago

Greater London, England, United Kingdom 1 week ago

London, England, United Kingdom 2 weeks ago

London, England, United Kingdom 2 days ago

London, England, United Kingdom 1 week ago

Greater London, England, United Kingdom 2 weeks ago

Epsom, England, United Kingdom 6 days ago

London, England, United Kingdom 1 week ago

London, England, United Kingdom 1 week ago

London, England, United Kingdom 2 weeks ago

London, England, United Kingdom 1 day ago

Greater London, England, United Kingdom 1 week ago

London, England, United Kingdom 1 month ago

London, England, United Kingdom 6 days ago

London, England, United Kingdom 1 month ago

Greater London, England, United Kingdom 2 weeks ago

London, England, United Kingdom 3 weeks ago

London, England, United Kingdom 6 days ago

London, England, United Kingdom 1 month ago

We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.