IT Service Desk Analyst - 1st to 2nd Line - London/City in City of London

Service Desk Support Analyst (1st to 2nd Line)

£35,000 + Excellent Benefits & Career Progression - Hybrid Working is 3 x Days per week in the City Office

London | City | Prestigious Investment Management Firm | Microsoft Environment

Are you a customer-focused IT Support professional who genuinely enjoys helping people?

One of the UK's most respected wealth management and investment firms is seeking an enthusiastic and professional Service Desk Support Analyst to join their highly regarded IT team in London.

This is an opportunity to work within a premium financial services environment where exceptional customer service, communication skills and professionalism are just as important as technical ability.

You will be the first point of contact for users across the business, delivering outstanding 1st Line support whilst providing technical conduit capabilities to 2nd Line assistance where required.

Working within a modern Microsoft-centric environment, you'll play a key role in ensuring the firm's IT services operate smoothly across multiple UK office locations.

What You'll Be Doing:

• Providing 1st Line to 2nd Line support to internal & remote users
• Logging, managing and resolving incidents via the HALO Service Desk platform
• Supporting Microsoft 365 applications and services
• Supporting Windows 10 and Windows 11 environments
• Supporting Desktop, Laptops and Remote Devices
• Managing and supporting Azure AD / MFA Entra ID user accounts and access
• Troubleshooting hardware, software, networking and mobile device issues
• Delivering exceptional customer service to users at all levels of the business
• Assisting with technology improvements and service enhancements
• Supporting users across the London offices and remote UK offices
• Participating in an on-call rota and shift-based support model

Essential Skills & Experience:

• Previous experience within an IT Service Desk or IT Support environment
• Experience using a Service Desk / ITSM ticketing system (HALO experience advantageous)
• Strong Microsoft 365 administration and support skills
• Windows 10 & Windows 11 support experience
• Supporting Desktop, Laptops and Remote Devices
• Managing and supporting Azure AD / MFA Entra ID user accounts and access
• Basic networking knowledge
• Mobile device support experience
• Excellent communication and customer service skills
• Strong troubleshooting and problem-solving ability
• Ability to remain calm and effective under pressure
• ITIL Certification desirable

What We Are Looking For - This role will suit someone with a Strong Service Ethic, Communication (Listening), Empathy and Professionalism.

• Takes pride in delivering exceptional customer service
• Communicates professionally and confidently with users at all levels
• Demonstrates empathy, patience and a genuine service ethic
• Is proactive, organised and solutions-focused
• Goes the extra mile to ensure issues are fully resolved
• Enjoys working within a high-performance professional environment

Working Pattern - Shift Rotation:

• Early Shift: 7:00am - 3:00pm
• Late Shift: 9:30am - 5:30pm
• Plus, participation in a (paid) weekend on-call support rota.

If you're looking to develop your IT support career within a highly respected investment management organisation that values professionalism, service excellence and technical expertise, we'd love to hear from you.

To Apply now call Experis IT on (phone number removed)

If you receive suspicious outreach claiming to be from us, please contact us via the ManpowerGroup website.