3rd Line Support Analyst

JR United Kingdom; Slough; Hybrid; GBP 35,000 - 50,000; Full time

Job summary

A leading company in the financial services sector is seeking a Senior Service Desk Analyst to ensure the smooth operation of IT services across the organisation. In this pivotal role, you will provide advanced technical support, guide junior team members, and implement effective solutions for a high-performing IT environment. You'll benefit from a collaborative workspace, competitive hybrid working policy, and a comprehensive benefits package including private healthcare and generous pension contributions.

Benefits

Private healthcare

Generous employer pension contribution

Health subsidies

Access to wellbeing and savings programs

Qualifications

• Strong knowledge of IT support processes and service best practices.
• Expertise in Microsoft 365, Intune, Active Directory, Azure AD.
• Experience in the financial services industry.

Responsibilities

• Deliver expert-level technical support for hardware and software issues.
• Guide junior service desk analysts and provide coaching.
• Manage software and hardware updates across the business.

Skills

IT support processes

Problem-solving

Technical diagnostic skills

Mentoring

Interpersonal skills

Communication

Education

Degree in IT, Computer Science, or related field

ITIL v3/v4 Foundation certification

Job description

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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

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.