Service Desk Analyst

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.

What you’ll do:

• 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.
• Day‑to‑day tasks will involve various aspects of UK, EMEA, and Global support, including AD management, workstation applications, deployment and maintenance, print management, patching, rollouts, video, video conferencing, as well as servers and software that support these functions where required.
• Predominantly PC but also Mac support.

What you’ll need for this role:

• The successful candidate will be able to demonstrate a technical proficiency and depth of experience across desktop‑related technology such as Active Directory, TCP/IP, Windows Defender, Mobile Device Management, Microsoft SCCM, Company Portal, as well as an in‑depth knowledge of the Microsoft operating system family.
• 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:

We try to take a thoughtful approach to our ways of working as a company. We follow a hybrid working model with 3 days in the office – which we think balances the need to collaborate effectively and connect with each other. When it comes to how we deliver, there are 5 things we want everyone to do to drive high performance, better learning and career satisfaction:

• 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
• 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 from people with diverse backgrounds and experiences to join us on this journey.

The Perks:

• Your growth fuels our success! Thrive with tailored development programs, mentoring opportunities with leaders, and clear career progression.
• Expand your network through committees, sports and social clubs.
• Enjoy extra time off for volunteering and community work.
• Flexible Benefits Package on top of your salary (12%)
• Private medical cover for you and your family
• Life insurance
• Contribution to gym memberships
• 25 Days holiday, with 1 additional day off to celebrate your Birthday & 2 additional days off a year for voluntary work (28 in total)
• The option to buy or sell holiday days.
• Unlimited access to the LinkedIn Learning Platform
• A comprehensive global and local onboarding process
• Employee‑led LGBTQ+, Women’s, Black and Parents & Carers networks with an annual budget for organising events & projects that foster an open, diverse and inclusive culture
• Enhanced primary (maternity), secondary (paternity), and shared parental pay and leave, as well as a range of support and benefits for parents
• Option to participate and create ESG initiatives based on IG Brighter Future Fund