Service Desk Analyst

PIC; Greater London; On-site; GBP 35,000 - 45,000; Full time

Job summary

A financial services company in Greater London is seeking a Service Desk Analyst to provide essential IT support. The role requires strong knowledge in desktop and laptop troubleshooting, and experience with ServiceNow. Key responsibilities include analysing support queries, providing customer service through various channels, and collaborating with teams to resolve incidents. The company promotes an inclusive workplace culture and offers competitive benefits such as private medical insurance and a generous pension scheme.

Benefits

Private medical insurance

28 days' annual leave

Generous pension scheme

Performance-related bonus plan

Qualifications

• Strong IT support knowledge in regulated environments.
• Technical expertise with desktops, laptops and peripherals.
• Experience in problem resolution and troubleshooting.

Responsibilities

• Analyse support queries to deliver excellent customer service.
• Provide IT support via Phone, ServiceNow, Tech Bar, and desk-side visits.
• Prepare clear reports with analysis for escalated issues.

Skills

IT support knowledge

Technical expertise in desktops

Experience with ServiceNow

Advanced knowledge of Active Directory

Skilled in troubleshooting

Familiarity with ITIL

Relevant qualifications in IT

Education

CompTIA/Microsoft certifications

Tools

ServiceNow

Windows 11

Microsoft Office

Intune

Azure

Job description

PIC is seeking a Service Desk Analyst to join our IT team. As the frontline support function, the service desk ensures employees remain productive and systems run reliably. We manage incidents such as software errors, hardware failures, and network outages, while also handling routine requests including password resets, account setups, and software installations.

Key Duties:

• Analyse support queries to deliver excellent customer service.
• Provide IT support via Phone, ServiceNow, Tech Bar, and desk-side visits.
• Prepare clear reports with analysis and recommendations for escalated issues.
• Collaborate with cross-functional teams to resolve incidents across business applications, hardware, software, and infrastructure.
• Take ownership of personal development in both technical (e.g. data analysis, troubleshooting) and non-technical (e.g. communication, relationship management) skills.

Key Skills:

• Strong IT support knowledge within financial services or regulated environments.
• Technical expertise in desktops, laptops, peripherals (including trader setups).
• Experience with ServiceNow, Windows 11, and Microsoft Office.
• Advanced knowledge of Active Directory, Intune, and Azure.
• Skilled in troubleshooting and problem resolution.
• Familiarity with ITIL (Foundation certificate or equivalent experience).
• Relevant qualifications in IT, Computer Science, Customer Service, or certifications such as CompTIA/Microsoft.

Personal Attributes:

• Experience in fast-paced environments.
• Strong organisational and communication skills.
• Ability to influence, problem-solve, and work independently.
• Proven capability to manage competing deadlines effectively.

DE&I at PIC

At PIC, we believe that true innovation stems from embracing diverse perspectives, backgrounds and experiences. We are committed to building a workplace where every individual, regardless of race, gender identity, sexual orientation, disability, age, religion, or socio-economic background, feels valued, heard and empowered to succeed. We hold ourselves accountable through ongoing initiatives, such as inclusive hiring practices, and equitable career development opportunities that support belonging and community. While we’re proud of our progress, we recognise there’s work ahead, and we remain dedicated to listening, learning and evolving together.

In addition to a competitive base salary and the opportunity to participate in our annual, performance‑related bonus plan, upon joining us here at Pension Insurance Corporation, you will get access to some great benefits, including private medical insurance, 28 days' annual leave (excluding bank holidays), a generous pension scheme and much more.