Service Desk Analyst

Description

IG Group is a FTSE 100 fintech operating across five continents, serving over 1.4m customers and handling billions of dollars in transactions – built on scale, trust, and proof. We didn't pivot to innovation; it's how we've always operated. What that means for the people who work here is real: genuinely complex problems to solve, the technology and resources to tackle them properly, and the kind of scope that's rare in established businesses.

The perks:

• Matched giving for your fundraising activity

• Flexible working hours and work-from-home opportunities

• Performance-related bonuses

• Insurance and medical plans

• Career-focused technical and leadership training in-class and online, incl. unlimited access to LinkedIn Learning platform

• Contribution to gym memberships and more

• Free Lunch/Snacks/Fruits

• A day off on your birthday

• Two days’ volunteering leave per year.

What You'll Need:

• 4-6 years' hands-on desktop support experience, including Windows 11 environments, in a large financial or similarly complex organisation, with practical knowledge of PC and Mac hardware and software

• Hands-on experience supporting Windows 11 desktop environments in a large financial or similarly complex organisation, with practical knowledge of PC and Mac hardware and software.

• Experience with Active Directory administration, ServiceNow or a comparable call-logging platform, and application testing, deployment, maintenance and documentation.

• Working knowledge of TCP/IP, endpoint protection, mobile device management, Microsoft SCCM or Company Portal, Microsoft 365, SharePoint and remote access or VPN support.

• Excellent customer service, communication and interpersonal skills, with strong attention to detail and the ability to advocate effectively for end users.

• Strong problem-solving and organisational skills, with the ability to learn quickly, follow procedures and work calmly under pressure and to tight deadlines.

• Graduate-level education or equivalent experience; exposure to market-data platforms, Java desktop environments, RSA administration, or MCP/Network+ certification is advantageous.

What you’ll do:

• Triage incidents and service requests through phone, email, collaboration tools and ServiceNow, assessing business impact, severity and technical complexity.

• Troubleshoot and resolve end-user issues at first contact where possible across Windows, Mac, Microsoft 365, networking, remote access and bespoke business applications.

• Accurately document, categorise and prioritise incidents and requests, keeping users informed and escalating to specialist support teams when required.

• Support Active Directory administration, application testing and deployment, endpoint maintenance, printing, patching, rollouts, mobile devices and video conferencing.

• Build effective relationships with escalation teams, advocate for end users and contribute ideas that improve service quality, efficiency and the support experience.

• Participate in the team’s shift pattern and out-of-hours weekend support rota as required.