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 benefits, and continuous learning opportunities.
- Other info: Be part of a diverse team that values collaboration and personal growth.
- Why this job: Make a real impact in tech while supporting users and enhancing their experience.
- Qualifications: 2+ years in IT support, strong troubleshooting skills, and knowledge of Windows and macOS.
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: 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 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, color, 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
Fitch Group is an exceptional employer, offering a dynamic work culture that fosters innovation and collaboration within its London-based Media Strategy & Communications team. Employees benefit from a hybrid work environment, competitive compensation, and ample opportunities for professional growth, making it an ideal place for those looking to make a meaningful impact in the financial services sector.
