Service Desk Analyst

Responsibilities

• Triage incidents and service requests via phone, e-mail, Teams and Service Now.
• Troubleshoot end-user incidents and, where possible, resolve upon first contact.
• Accurately record and document all details of the incident or service request, including categorisation and priority, into Service Now.
• The primary base of this role is to proactively work within the Service Desk team to support the EMEA region with various aspects of the role, supporting the company globally.
• When incidents are raised, the job holder will need to quickly determine the severity of the issue with regard to business impact and technical complexity.
• This role encompasses all areas of technology used within the EUC environment, including Microsoft, Apple, and a range of bespoke applications supporting both the trading desk and general IT infrastructure.
• What you'll need for this role
• Experience working with Call logging systems e.g. ServiceNow.
• Build relationships with the escalation teams to ensure that IT-delivered services and end-user productivity goals are understood and met or exceeded.
• Be an advocate for the end user to ensure he or she receives high-quality and timely service and support from the entire IT organisation.
• Will be able to demonstrate strong problem-solving and organisational skills.
• Initiate ideas to drive service improvements and efficiencies within the team.
• Key Requirements:
• Experience supporting a mobile workforce within a secure enterprise environment.
• Experience in the general administration of AD & Office 365.
• Microsoft Intune/Jamf or similar enterprise endpoint management tooling experience.
• Windows 11, macOS, and Mobile Device support.
• Experience supporting a Zscaler environment.
• Remote Desktop Support.
• How we work
• Lead and Inspire: Drives trust, alignment, and enthusiasm
• Think Big: Focus on the problems that most impact commercial outcomes
• Champion the client: Understand and prioritise client's needs
• Deliver at pace: Push for fast, sustainable growth;
• Raise the bar: Take ownership, be accountable and share feedback
• We believe that diversity is vital to success, it fuels creativity, drives innovation and sets us up for global success. We're committed to building teams with a variety of perspectives and skills to help us realise our vision and strategy, that's why we encourage applications fro

Benefits

Additional Information

Job Title Service Desk Analyst Job Description So, who are we? IG has been at the centre of retail trading and investment since 1974, when we helped create the market for financial spread betting. Today, we're a FTSE100 fintech operating across five continents, serving over 700,000 clients and handling billions in transactions - built on decades of 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 bar is high - bring a curious and forward-thinking mindset and we'll give you the platform to define what comes next. Join us at IG - the future gets built here. The team IG's Service Desk team are the first point of contact between end users and IT. The team are responsible for recording incidents and service requests within IG, and works to either restore service as quickly as possible, or, where required, alert and/or escalate to the specialist support team. The position requires technical troubleshooting abilities and excellent customer service skills. Your role in the Team's Success In this role, you'll be the face and voice of IT support-providing users with confidence that their issues are understood and handled efficiently. From diagnosing technical problems to coordinating with specialist teams, your contribution will be key in maintaining high service standards and ensuring a fast and effective resolution for every request.

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