Senior Service Desk Analyst

WallStreetDocs Ltd; Greater London; On-site; GBP 40,000 - 55,000; Full time

Job summary

WallStreetDocs Ltd is seeking an experienced Service Support Analyst to join our global Service Desk. You will own incidents, investigate issues and communicate clearly with customers to drive timely resolutions.

You will troubleshoot API, logs and integration problems, collaborate with Product, Engineering and Operations, mentor colleagues and contribute to process improvements in a fast-paced fintech SaaS environment. Fluent English is required.

Qualifications

• Professional fluency in English, written and spoken.
• Experience in application support, service desk or service operations.
• Customer-first mindset with strong stakeholder communication and escalation handling.
• Technical curiosity with ability to investigate complex issues.
• Owns work end-to-end and follows through to resolution.
• Highly organised, adaptable and able to manage changing priorities.
• Experience mentoring or supporting less-experienced colleagues.

Responsibilities

• Own customer incidents, service requests and escalations from investigation to outcome.
• Troubleshoot application and integration issues using logs, APIs and data.
• Communicate clearly with customers and keep them informed throughout the journey.
• Collaborate with Product, Engineering and Operations to resolve issues and improve experience.
• Coordinate incidents, ensuring the right people are involved.
• Mentor colleagues and improve ticket quality and processes.
• Identify recurring issues and contribute to tooling and documentation improvements.

Skills

Fluent English (written and spoken)

Application support

Customer-focused

Investigation & troubleshooting

Ownership & accountability

Organised & adaptable

Mentoring

Tools

Jira Service Management

ITSM

Postman

XML/JSON

SQL

Job description

The Opportunity

WSD is a global financial technology company supporting leading financial institutions. We are looking for an experienced, customer-focused Service Support Analyst to join our global Service Desk. This role combines hands-on technical investigation, incident ownership, client communication, mentoring and continuous improvement. You will work across teams and regions to move issues forward and deliver a consistently high standard of service.

What You Will Do

• Own customer incidents, service requests and escalations from initial investigation through to a clear outcome.
• Troubleshoot application and integration issues using structured analysis of APIs, logs, data and system behaviour.
• Communicate clearly and confidently with customers, keeping them informed throughout the support journey.
• Work closely with Product, Engineering and Operations to resolve complex issues and improve the customer experience.
• Support incident coordination, ensuring the right people are involved and actions remain focused.
• Mentor colleagues, share knowledge and help strengthen ticket quality, troubleshooting and team standards.
• Identify recurring issues and contribute to practical improvements in processes, documentation and tooling.

What We're Looking For

• Professional fluency in English, written and spoken, is mandatory.
• Strong experience in application support, technical support, Service Desk or service operations within a software or SaaS environment.
• A customer-first mindset with strong stakeholder communication and experience handling escalations.
• Technical curiosity and proven ability to investigate complex issues rather than simply pass them on.
• Strong ownership, sound judgement and the drive to follow work through to resolution.
• A highly organised and adaptable approach, with confidence managing changing priorities in a fast-paced environment.
• Experience mentoring or supporting less-experienced colleagues.

Nice to Have

• Experience in fintech, capital markets, structured products or supporting financial-services clients.
• Knowledge of APIs, Postman, system integrations, XML/JSON, logs, SQL or similar troubleshooting tools.
• Experience with Jira Service Management or another ITSM platform, plus knowledge of ITIL practices.
• German language skills.

WSD is an employer that values diversity. We highly encourage applications from appropriately qualified and eligible candidates irrespective of age, race, religion, national origin, gender, sexual orientation, gender identity and/or expression, veteranstatus, disability, or any other status protected by applicable law.