3rd Line Support Analyst...

Job Description About the Role We are seeking a Senior Service Desk Analyst to join our London-based IT team. This is a pivotal role responsible for ensuring the smooth operation of IT services and systems across the organisation. As a senior member of the service desk, you will provide advanced technical support, guide junior team members, and contribute to maintaining a secure, stable, and high-performing IT environment. Key Responsibilities Technical Support – Deliver expert-level technical support for hardware, software, and network-related issues. – Troubleshoot complex problems escalated by junior analysts. – Ensure excellent customer service and user communication throughout the resolution process. – Identify root causes as part of problem management and provide mitigation strategies. – Conduct proactive user follow-ups to confirm issue resolution. Team Mentorship – Provide coaching and support to junior service desk analysts. – Assist with onboarding new team members and contribute to developing training resources. – Promote a collaborative and positive team culture. System Management – Deploy software and hardware updates across the business. – Perform regular system maintenance, updates, and backups. – Manage joiners/leavers processes. – Maintain accurate documentation for support requests and system configurations. What We\’re Looking For Essential Skills & Experience – Strong knowledge of IT support processes and service best practices. – Excellent problem-solving and technical diagnostic skills. – Experience mentoring junior support team members. – Proficiency with hybrid IT environments. – Expertise in Microsoft 365, Intune, Autopilot, Active Directory, Azure AD, and Exchange. – Understanding of networking fundamentals and general IT infrastructure. – Excellent interpersonal and customer service skills. – Clear and professional written and verbal communication in English. – Experience in the financial services industry. Desirable – Degree in IT, Computer Science, or a related field. – Industry certifications (e.g., Microsoft, CompTIA). – ITIL v3/v4 Foundation certification and/or experience in an ITIL-based environment. – Familiarity with ISO27001 security standards and CIS benchmarks. – Experience with Freshworks ticketing system. – Exposure to tools/technologies such as Meraki, Cisco, Cato, Oracle Cloud, SharePoint, SCCM, SCOM, PowerShell, scripting, and automation. What You\’ll Gain – A collaborative, supportive, and friendly work environment. – Competitive hybrid working policy and a healthy work-life balance. – Transparent career progression and continued professional development. – Free access to the internationally recognised Protection & Indemnity Qualification. – Attractive benefits package including: – Private healthcare – Generous employer pension contribution – Health subsidies – Access to wellbeing and savings programs Venquis is acting as an Employment Agency in relation to this vacancy.