At a Glance
- Tasks: Provide top-notch IT support and troubleshoot tech issues for a global team.
- Company: Join Fitch Group, a leading financial information provider with a culture of innovation.
- Benefits: Enjoy hybrid work, competitive pay, health perks, and continuous learning opportunities.
- Other info: Be part of a diverse team that values collaboration and community involvement.
- Why this job: Make a real impact in a dynamic tech environment while growing your career.
- Qualifications: 2+ years in IT support with strong troubleshooting skills in Windows and macOS.
The predicted salary is between 30000 - 40000 £ per year.
Fitch Group is currently seeking a Service Desk Technician based out of our London office. As a leading, global financial information services provider, Fitch Group delivers vital credit and risk insights, robust data, and dynamic tools to champion more efficient, transparent financial markets.
The Fitch Group Global Service Desk is a fast paced, diverse and exciting team with a passion for customer service, user experience and technology. The Service Desk provides 24x5 IT support to over 6,000 Fitch Group users globally.
How You’ll Make an Impact
- Own incidents and requests end-to-end: triage, troubleshoot, resolve, and document—driving tickets to closure with a strong focus on root cause and quality.
- Provide advanced remote and in-person support for Windows and Mac endpoints, collaboration tooling, and corporate applications.
- Diagnose and resolve complex issues across Microsoft 365 (Outlook, Teams, OneDrive, SharePoint), endpoint management (Intune and SCCM), and Video Conferencing (Cisco).
- Perform structured troubleshooting using logs, system tools, event viewer, device management portals, and known error patterns; identify recurring issues and propose fixes.
- Escalate effectively and manage escalations: ensure the right technical detail is captured, coordinate with escalation teams, and maintain ownership until resolution.
- Improve the Service Desk by contributing to knowledge articles, standard operating procedures, and coaching peers on repeat issues and best practices.
- Deliver efficient onboarding/offboarding with a focus on day-one readiness, access provisioning, device readiness, and a smooth user experience.
- Keep users informed through clear, timely updates—translating technical detail into business-friendly language.
You May be a Good Fit if
- 2+ years’ experience in a Service Desk/IT Support environment with demonstrable Level 2 troubleshooting responsibility.
- Strong working knowledge of Windows 11 and macOS support in an enterprise environment (plus iOS support).
- Confident troubleshooting Microsoft 365 (Teams, OneDrive sync issues, Outlook profile/authentication, permissions/sharing, add-ins).
- Experience with endpoint management concepts and tooling (e.g., Intune, device compliance, app deployment, profiles/policies).
- Comfortable using an ITSM tool (e.g., Jira Service Management) with strong ticket hygiene: categorisation, prioritisation, documentation, and SLA awareness.
- Excellent communication skills with the ability to lead the user through resolution and set expectations clearly.
What Would Make You Stand Out
- Experience supporting executive/VIP users in a corporate environment.
- Hands-on macOS management/troubleshooting with Jamf (policies, profiles, inventory, app deployment).
- Exposure to identity/access concepts (e.g., SSO/MFA, account lockouts, access groups).
- Familiarity with security tools (Zscaler, CrowdStrike), phishing awareness, and handling access/data requests appropriately.
- ITIL certification (or strong practical knowledge of incident/request/problem management).
- A track record of reducing repeat incidents via knowledge creation and trend analysis.
Why Choose Fitch
- Hybrid Work Environment: four days a week in office required based on your line of business and location.
- A Culture of Learning & Mobility: dedicated trainings, leadership development and mentorship programmes designed to ensure that your time at Fitch will be a continuous learning opportunity.
- Investing in Your Future: retirement planning and tuition reimbursement programmes that empower you to achieve your short and long-term goals.
- Promoting Health & Wellbeing: comprehensive healthcare offerings that enable physical, mental, financial, social, and occupational wellbeing.
- Supportive Parenting Policies: family-friendly policies, including a generous global parental leave plan, designed to help you balance career and family life effectively.
- Inclusive Work Environment: a collaborative workplace where all voices are valued, with Employee Resource Groups that unite and empower our colleagues around the globe.
- Dedication to Giving Back: paid volunteer days, matched funding for donations and ample opportunities to volunteer in your community.
Fitch is committed to providing global securities markets with objective, timely, independent and forward-looking credit opinions. To protect Fitch’s credibility and reputation, our employees must take every precaution to avoid conflicts of interest or any appearance of a conflict of interest.
Fitch is proud to be an Equal Opportunity and Affirmative Action Employer. We evaluate qualified applicants without regard to race, colour, national origin, religion, sex, sexual orientation, gender identity, disability, protected veteran status, and other statuses protected by law.
Service Desk Technician in London employer: Fitch Group, Inc., Fitch Ratings, Inc., Fitch Solutions Group
Fitch Group is an exceptional employer, offering a dynamic and inclusive work environment in the heart of London. With a strong commitment to employee growth through dedicated training and mentorship programmes, as well as comprehensive health and wellbeing benefits, Fitch empowers its team members to thrive both personally and professionally. The company's recognition as a 'Best Place to Work in Technology' underscores its dedication to innovation and a supportive culture, making it an ideal choice for those seeking meaningful and rewarding careers in IT.
Contact Details:
Fitch Group, Inc., Fitch Ratings, Inc., Fitch Solutions Group Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Technician in London
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what Fitch Group, Inc., Fitch Ratings, Inc., Fitch Solutions Group values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
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We think you need these skills to ace Service Desk Technician in London
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at Fitch Group, Inc., Fitch Ratings, Inc., Fitch Solutions Group.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at Fitch Group, Inc., Fitch Ratings, Inc., Fitch Solutions Group. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at Fitch Group, Inc., Fitch Ratings, Inc., Fitch Solutions Group
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
