At a Glance
- Tasks: Provide hands-on desktop support and mentor teammates in a fast-paced fintech environment.
- Company: Join a rapidly growing fintech business focused on next-generation merchant capabilities.
- Benefits: Fully remote work, competitive salary, and opportunities for professional growth.
- Other info: Flexible working hours with a supportive and collaborative team culture.
- Why this job: Make a real impact by solving problems and enabling users in a dynamic team.
- Qualifications: 4+ years in Help Desk or Desktop Support with strong customer service skills.
The predicted salary is between 35000 - 45000 € per year.
UK-based | Fully Remote
Must have permanent eligibility to work in the UK.
Please note: working week runs from Sunday through Thursday, with Friday and Saturday as the weekend. The majority of their hours will be 7 am - 3 pm.
Join a fast-growth fintech business who are building next-generation merchant capabilities, and they are looking for a self-driven, detail-oriented Senior Helpdesk Analyst to join their team. This is a mid-level, hands-on desktop support role with influence. You won’t just be closing tickets; you will be enabling users, handling escalations, maintaining excellent documentation, and mentoring others along the way.
If you believe outcomes matter more than activity, enjoy solving problems end-to-end, and take pride in doing things properly, this role is for you.
Why This Role?
As a Senior Helpdesk Analyst, you will act as a trusted escalation point and informal team leader. You will contribute to process improvement, knowledge management, and user enablement while remaining deeply hands-on with day-to-day support. This role suits someone who sees what needs doing and gets on with it, without constant direction.
Key Responsibilities
- Mentor & Lead
- Coach and support teammates when needed
- Contribute to and lead small team initiatives and improvement projects
- Encourage knowledge sharing and best practices across the support function
- Hands-on Desktop Support
- Provide desktop-level support across Mac, Windows (10/11), and mobile devices (iOS / Android / Surface)
- Perform software installations, upgrades, troubleshooting, and basic hardware configuration
- Support users via remote assistance tools in a fully remote environment
- Escalations & Problem Solving
- Act as a point of escalation for more complex technical issues
- Work collaboratively with other technical and non-technical teams to resolve issues efficiently
- Take ownership of problems through to resolution
- Documentation & Optimisation
- Maintain excellent ticket hygiene: clear, thorough, and consistent notes on every case
- Contribute to and improve internal knowledge base articles
- Identify trends in requests and recommend system or process improvements
- Support Rota
- Participate in a support rota, including working Sundays or Israel business hours when required, to ensure consistent coverage for a global user base
Who You Are
- Self-driven and proactive, you don’t wait to be told there’s a problem
- Detail-oriented and take pride in clear documentation and follow-through
- Comfortable coaching others and sharing knowledge openly
- Curious by nature, with an interest in improving how things are done
- AI-curious—experience using AI tools to improve workflows or productivity is a strong plus
Must-Have Experience & Skills
- 4+ years’ experience in an equivalent Help Desk or Desktop Support role
- Strong hands-on experience with:
- Windows 10/11
- macOS
- Microsoft Office
- iOS / Android devices
- Remote support tools
- Outstanding customer service mindset
- Excellent verbal and written communication, including with senior stakeholders
- Demonstrated ability to mentor, coach, or support peers
- Strong attention to detail and creative problem-solving skills
What Success Looks Like
- Tickets are resolved thoroughly, documented clearly, and easy for others to follow
- Knowledge is shared—not hoarded
- Users feel supported, informed, and enabled
- Problems are anticipated and addressed proactively
Ready to help power the next generation of fintech? Apply today.
Locations
Senior Help Desk Analyst in Hampshire, Portsmouth employer: Eden Scott
Join a dynamic and fast-growing fintech business that prioritises employee development and fosters a collaborative work culture. As a Senior Helpdesk Analyst, you will not only enhance your technical skills but also have the opportunity to mentor others, contribute to process improvements, and engage in meaningful problem-solving within a fully remote environment. With a focus on outcomes and user enablement, this role offers a unique chance to be part of an innovative team that values your contributions and encourages professional growth.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Help Desk Analyst in Hampshire, Portsmouth
✨Tip Number 1
Network like a pro! Reach out to your connections in the fintech space and let them know you're on the lookout for a Senior Helpdesk Analyst role. You never know who might have the inside scoop on an opening or can put in a good word for you.
✨Tip Number 2
Prepare for those interviews by brushing up on your problem-solving skills. Think of real-life scenarios where you've tackled complex issues, especially in desktop support. We want to hear how you’ve enabled users and improved processes!
✨Tip Number 3
Show off your mentoring skills! Be ready to discuss how you've coached teammates in the past. Highlighting your ability to share knowledge and lead initiatives will set you apart as a candidate who can contribute to our fast-growth environment.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we love seeing candidates who are proactive about their job search!
We think you need these skills to ace Senior Help Desk Analyst in Hampshire, Portsmouth
Some tips for your application 🫡
Tailor Your CV:Make sure your CV reflects the skills and experiences that match the Senior Helpdesk Analyst role. Highlight your hands-on support experience and any mentoring you've done, as we love seeing candidates who can lead and inspire others.
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to tell us why you're passionate about this role and how your problem-solving skills can make a difference. Be sure to mention your interest in fintech and how you can contribute to our fast-growth environment.
Showcase Your Communication Skills:Since you'll be working with both technical and non-technical teams, it's crucial to demonstrate your excellent verbal and written communication skills. Use clear language in your application to show us you can convey complex ideas simply and effectively.
Apply Through Our Website:We encourage you to apply directly through our website for the best chance of getting noticed. It helps us keep track of applications and ensures you’re considered for the role without any hiccups!
How to prepare for a job interview at Eden Scott
✨Know Your Tech Inside Out
Make sure you brush up on your technical skills, especially with Windows 10/11 and macOS. Be ready to discuss your hands-on experience with remote support tools and how you've tackled complex issues in the past.
✨Show Off Your Mentoring Skills
Since this role involves coaching others, think of examples where you've successfully mentored teammates or led initiatives. Be prepared to share how you encourage knowledge sharing and best practices within a team.
✨Demonstrate Your Problem-Solving Mindset
Prepare to discuss specific instances where you've identified trends in requests and suggested improvements. Highlight your creative problem-solving skills and how you've taken ownership of issues from start to finish.
✨Emphasise Clear Communication
As you'll be working with both technical and non-technical teams, practice articulating your thoughts clearly. Bring examples of how you've maintained excellent documentation and communicated effectively with stakeholders.
