At a Glance
- Tasks: Provide top-notch IT support and troubleshoot issues for a diverse global team.
- Company: Join Fitch Group, a dynamic company passionate about technology and user experience.
- Benefits: Enjoy hybrid work, comprehensive healthcare, and tuition reimbursement.
- Other info: Be part of a supportive, inclusive culture that values learning and community engagement.
- Why this job: Make a real impact by enhancing user experience and solving complex tech challenges.
- Qualifications: 2+ years in IT support with strong troubleshooting skills in Windows and macOS.
The predicted salary is between 40000 - 45000 £ per year.
Fitch Group is currently seeking a Service Desk Technician based out of our London office.
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, One Drive, Share Point), 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 mac OS support in an enterprise environment (plus i OS support).
- Confident troubleshooting Microsoft 365 (Teams, One Drive 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 mac OS 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, Crowd Strike), 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: 4 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 programs designed to ensure that your time at Fitch will be a continuous learning opportunity.
- Investing in Your Future: Retirement planning and tuition reimbursement programs 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 proud to be an Equal Opportunity and Affidative Action Employer.
We evaluate qualified applicants without regard to race, color, national origin, religion, sex, sexual orientation, gender identity, disability, protected veteran status, and other statuses protected by law.
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Service Desk Technician in London employer: Fitch Group, Inc.
Fitch Group is an exceptional employer, offering a dynamic and inclusive work environment in the heart of London. With a strong focus on employee growth through dedicated training and mentorship programs, as well as comprehensive health and wellbeing benefits, Fitch empowers its team to thrive both personally and professionally. The company's commitment to a hybrid work model and supportive family policies further enhances the work-life balance, making it an ideal place for those seeking meaningful and rewarding employment.
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Technician in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Fitch Group, Inc.. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Fitch Group, Inc. before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Service Desk Technician in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Fitch Group, Inc.:Your cover letter is your chance to shine! Tell us why you want to work at Fitch Group, Inc. specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Fitch Group, Inc.!
How to prepare for a job interview at Fitch Group, Inc.
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
