Service Desk Technician

Fitch Ratings; Greater London; Hybrid; GBP 32,000 - 42,000; Full time

Benefits offered by this job

Hybrid work environment

Learning & mobility

Retirement planning

Healthcare offerings

Parental leave

Inclusive workplace

Volunteer days

Job summary

Fitch Group is seeking a Service Desk Technician based at our London office to deliver fast, reliable IT support across Windows and Mac environments. You will handle incidents end-to-end, provide advanced remote and on-site assistance, and contribute to knowledge bases to improve service quality.

This role supports a 24x5 environment for Fitch Group users globally. Ideal candidates will have 2+ years in a Service Desk, strong Microsoft 365 expertise, and experience with Intune and Jamf.

Qualifications

• 2+ years’ experience in a Service Desk/IT Support environment with Level 2 troubleshooting responsibilities.
• Strong knowledge of Windows 11 and macOS in an enterprise setup (including iOS).
• Experience with Microsoft 365 (Outlook, Teams, OneDrive, SharePoint) issues and identity/access topics.
• Familiarity with endpoint management and deployment tooling (Intune, device compliance, profiles).

Responsibilities

• Own incidents and requests end-to-end: triage, troubleshoot, resolve, and document to drive tickets to closure.
• Provide advanced remote and on-site support for Windows/macOS endpoints and collaboration tools.
• Diagnose and resolve complex MS 365 issues and endpoint management tasks.
• Utilize logs and management portals to diagnose issues and identify recurring problems for fixes.
• Escalate effectively and coordinate with escalation teams until resolution.
• Contribute to knowledge articles and SOPs to improve service delivery.
• Assist with onboarding/offboarding to ensure Day-1 readiness and access provisioning.
• Communicate clearly with users, translating technical details into business language.

Skills

Service Desk

IT Support

Windows 11

macOS support

Microsoft 365

Intune

Jira Service Management

Communication

Tools

Jamf

Zscaler

CrowdStrike

Jira Service Management

Job description

Fitch Group is currently seeking a Service Desk Technician based out of our London office.

As a leading, global financial information services provider, Fitch Group delivers vital credit and risk insights, robust data, and dynamic tools to champion more efficient, transparent financial markets. With over 100 years of experience and colleagues in over 30 countries, Fitch Group’s culture of credibility, independence, and transparency is embedded throughout its structure, which includes Fitch Ratings, one of the world’s top three credit ratings agencies, and Fitch Solutions, a leading provider of insights, data and analytics. With dual headquarters in London and New York, Fitch Group is owned by Hearst.

Fitch's Technology & Data Team is a dynamic department where innovation meets impact. Our team includes the Chief Data Office, Chief Software Office, Chief Technology Office, Emerging Technology, Shared Technology Services, Technology, Risk and the Executive Program Management Office (EPMO). Driven by our investment in cutting-edge technologies like AI and cloud solutions, we’re home to a diverse range of roles and backgrounds united by a shared passion for leveraging modern technology to drive projects that matter to our organization and clients. We are also proud to be recognized by Built In as a “Best Place to Work in Technology” 3 years in a row. Whether you're an experienced professional or just starting your career, we offer an exciting and supportive environment where you can grow, innovate, and make a difference.

Want to learn more about a career in technology and data at Fitch?

Visit: https://careers.fitch.group/content/Technology-and-Data/

About The Role

The Fitch Group Global Service Desk is a fast paced, diverse and exciting team with a passion for customer service, user experience and technology. The Service Desk provides 24x5 IT support to over 6,000 Fitch Group users globally.

How You’ll Make An Impact

• Own incidents and requests end-to-end: triage, troubleshoot, resolve, and document—driving tickets to closure with a strong focus on root cause and quality.
• Provide advanced remote and in-person support for Windows and Mac endpoints, collaboration tooling, and corporate applications.
• Diagnose and resolve complex issues across Microsoft 365 (Outlook, Teams, OneDrive, SharePoint), endpoint management (Intune and SCCM), and Video Conferencing (Cisco).
• Perform structured troubleshooting using logs, system tools, event viewer, device management portals, and known error patterns; identify recurring issues and propose fixes.
• Escalate effectively and manage escalations: ensure the right technical detail is captured, coordinate with escalation teams, and maintain ownership until resolution.
• Improve the Service Desk by contributing to knowledge articles, standard operating procedures, and coaching peers on repeat issues and best practices.
• Deliver efficient onboarding/offboarding with a focus on day-one readiness, access provisioning, device readiness, and a smooth user experience.
• Keep users informed through clear, timely updates—translating technical detail into business-friendly language.

You May Be a Good Fit If

• 2+ years’ experience in a Service Desk/IT Support environment with demonstrable Level 2 troubleshooting responsibility.
• Strong working knowledge of Windows 11 and macOS support in an enterprise environment (plus iOS support).
• Confident troubleshooting Microsoft 365 (Teams, OneDrive sync issues, Outlook profile/authentication, permissions/sharing, add‑ins).
• Experience with endpoint management concepts and tooling (e.g., Intune, device compliance, app deployment, profiles/policies).
• Comfortable using an ITSM tool (e.g., Jira Service Management) with strong ticket hygiene: categorisation, prioritisation, documentation, and SLA awareness.
• Excellent communication skills with the ability to lead the user through resolution and set expectations clearly.

What Would Make You Stand Out

• Experience supporting executive/VIP users in a corporate environment.
• Hands‑on macOS management/troubleshooting with Jamf (policies, profiles, inventory, app deployment).
• Exposure to identity/access concepts (e.g., SSO/MFA, account lockouts, access groups).
• Familiarity with security tools (Zscaler, CrowdStrike), phishing awareness, and handling access/data requests appropriately.
• ITIL certification (or strong practical knowledge of incident/request/problem management).
• A track record of reducing repeat incidents via knowledge creation and trend analysis.

Why Choose Fitch

• Hybrid Work Environment: 4 days a week in office required based on your line of business and location
• A Culture of Learning & Mobility: Dedicated trainings, leadership development and mentorship programs designed to ensure that your time at Fitch will be a continuous learning opportunity
• Investing in Your Future: Retirement planning and tuition reimbursement programs that empower you to achieve your short and long-term goals
• Promoting Health & Wellbeing: Comprehensive healthcare offerings that enable physical, mental, financial, social, and occupational wellbeing
• Supportive Parenting Policies: Family-friendly policies, including a generous global parental leave plan, designed to help you balance career and family life effectively
• Inclusive Work Environment: A collaborative workplace where all voices are valued, with Employee Resource Groups that unite and empower our colleagues around the globe
• Dedication to Giving Back: Paid volunteer days, matched funding for donations and ample opportunities to volunteer in your community

Fitch is committed to providing global securities markets with objective, timely, independent and forward-looking credit opinions. To protect Fitch’s credibility and reputation, our employees must take every precaution to avoid conflicts of interest or any appearance of a conflict of interest. Should you be successful in the recruitment process at Fitch Ratings you will be asked to declare any securities holdings and other potential conflict prior to commencing employment. If you, or your immediate family, have any holdings that may conflict with your work responsibilities, you may be asked to divest yourself of them before beginning work.

Fitch is proud to be an Equal Opportunity and Affirmitive Action Employer. We evaluatequalified applicants without regard to race, color, national origin, religion, sex, sexual orientation, gender identity, disability, protected veteran status, and other statuses protected by law.