Service Desk L3 - Senior Desktop Support Analyst in London

The Service Desk team resides within the IT Operations department and provides front line support of all end users globally. The team is based on the trading floor in London and Paris, has a broad range of complementary skill-sets and is dynamic yet disciplined in its approach.

The Senior Desktop Support Analyst (L3) is a key member of the Service Desk team, providing advanced technical support, acting as a technical lead on projects, and setting the standard for technical excellence and customer service. This role is responsible for resolving complex technical issues, driving continual service improvement, and ensuring that all systems and processes underpinning end user computing are robust, efficient, and aligned with business needs. The L3 analyst is expected to demonstrate leadership, initiative, and a proactive approach to problem-solving, supporting both vendor and internally developed systems across the global business.

Main responsibilities

• Delivering high-quality customer service, managing technical support for IT systems, and coordinating with vendors and internal teams.
• Escalation & Incident Management: Serve as the escalation point for complex and high-impact technical issues from L1 and L2, ensuring prompt, effective resolution or workarounds. Communicate impact, urgency, and progress to stakeholders, and ensure all related tickets are managed and updated appropriately.
• Problem Management: Proactively identify and address the root causes of recurring incidents, implementing permanent solutions. Document and share solutions with L1 and L2 to build team capability and eliminate repeat issues.
• Technical Leadership & Project Delivery: Lead the technical delivery of assigned projects, overseeing planning, execution, and communication to ensure timely, high-quality outcomes that enhance the user experience.
• In-Person & Advanced Support: Provide in-person support as needed, acting as a backup for L2 and ensuring all tasks (e.g., builds, AV, desk moves) are completed efficiently and to standard. Perform in-depth troubleshooting for all L3 escalations.
• Application & Process Ownership: Oversee and optimise the management of Intune and SCCM, maintaining full accountability for compliance, change control, software deployment, application packaging, and device provisioning. Proactively identify and implement improvements and upgrades.
• Knowledge Management & Upskilling: Identify knowledge gaps and training needs, creating and sharing documentation, guides, and best practices to upskill L1 and L2 and increase first-contact resolution.
• Continuous Improvement & User Experience: Drive ongoing improvements to Service Desk tools and processes, regularly reviewing performance and user feedback. Ensure every decision and action is guided by ITIL best practice and a commitment to enhancing the user experience.
• Collaboration & Mentoring: Work closely with internal teams and external vendors to resolve complex issues. Mentor and guide L1 and L2 staff, fostering knowledge sharing and a culture of service excellence.

Experience required

• Considerable experience in a senior IT support or infrastructure engineering role, ideally within a fast-paced, high-stakes environment such as a trading floor.
• Demonstrated success in leading technical projects and delivering results within tight deadlines.
• Proven ability to manage and maintain enterprise device management platforms (E.g. Intune, SCCM), including compliance and change management.
• Strong track record of resolving escalated technical issues and sharing solutions to uplift team capability.
• Experience supporting a diverse user base, including VIPs and business-critical staff, with a focus on customer satisfaction and service excellence.
• Good interpersonal skills, with effective communication, active listening, and the ability to build rapport to deliver excellent customer service.
• Organised with attention to detail, ensuring accurate documentation, precise record management, and the completion of tasks to a high standard.
• Familiarity with ITIL frameworks and their practical application in service delivery.

Technical requirements

• Advanced expertise in Microsoft Intune, SCCM, Active Directory, and Microsoft 365.
• In-depth knowledge of Windows 10/11, endpoint management, and software deployment processes.
• Strong scripting skills (e.g., PowerShell) for automation and process improvement.
• Experience with network troubleshooting, VPN configuration, and connectivity support in demanding environments.
• (Desirable) Experience supporting trading-specific applications (e.g., Bloomberg Terminal, Reuters).
• Experience with remote desktop solutions, Citrix, and enterprise mobile device management.
• Proficiency with ITSM tools (e.g., ServiceNow, Ivanti) and a strong grasp of ITIL processes (Incident, Problem, Change, Asset Management).
• Ability to evaluate, recommend, and implement new features or upgrades to enhance service delivery.
• Understanding of compliance, security, and change control requirements in an enterprise IT environment.
• Relevant certifications (Endpoint Administrator, Microsoft Azure Administrator, ITIL Foundation, or similar) are desirable.

Required Skills

• Exceptional analytical and problem-solving abilities, with a focus on root cause analysis and long-term solutions.
• Strong leadership and mentoring skills, supporting the development of junior team members.
• Excellent organisational skills, with the ability to manage multiple priorities and projects simultaneously.
• Clear and effective communication, both written and verbal, tailored to technical and non-technical audiences.
• Commitment to maintaining accurate documentation and sharing knowledge across the team.

Person specification

• Proactive and Self-Motivated: Shows initiative and ownership in all tasks, with a self-starter mentality and a dedication to resolving issues promptly and effectively.
• Adaptable and Resilient: Thrives in a dynamic, fast-paced environment, remaining calm under pressure and able to manage competing priorities without compromising service quality.
• Results-Driven: Highly motivated to deliver outcomes within strict deadlines, ensuring efficiency and excellence in every aspect of service delivery.
• Customer-Centric: Committed to enhancing the user experience through technology, ensuring every decision and action improves service quality and satisfaction.
• Analytical and Problem-Solving: Possesses strong analytical skills for root-cause analysis and structured problem resolution, eliminating recurring issues and improving reliability.
• Exceptional Communicator: Demonstrates superb communication skills, with the ability to explain complex technical concepts clearly to non-technical audiences.
• Collaborative and Supportive: Works effectively with colleagues and external partners, while mentoring and guiding L1 and L2 team members to build capability and confidence.
• Organised and Detail-Oriented: Maintains accurate documentation and manages tasks with precision, ensuring compliance and consistency across all processes.
• Continuous Improvement Mindset: Passionate about innovation and service enhancement, actively seeking opportunities to improve tools, processes, and user experience.
• Professional Credentials: Holds or is working towards certifications such as ITIL Foundation, Microsoft Certified: Endpoint Administrator, or equivalent, demonstrating commitment to best practice and professional development.

Hours of work

The Service Desk provide cover between 06:30 and 18:30 on a rotating shift basis, with additional weekend support and occasional cover for the Paris office.