Service Desk Technician

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.

• Provide high quality support through answering calls and handling tickets directed at the Global Service Desk, as well as having face-to-face interactions with our end users.
• Respond to and resolve requests within the specified time frame as logged in the ticketing system, with a strong eye for detail and a keen eye for finding the root cause or following relevant procedures.
• Work with co-workers to increase knowledge across the Global Service Desk team through knowledge sharing and knowledge base contributions.
• Keep users consistently informed throughout the lifecycle of their tickets, providing timely updates via calls and emails.
• Efficient end-to-end user onboarding and offboarding, delivering day-one readiness and ensuring a seamless initiation into systems, tools, and culture.

• At least 2 years’ experience in a fast-paced Service Desk environment, being well-versed in supporting a large user-base.
• Experience supporting Windows and Apple operating system devices, including Windows 11, macOS and iOS.
• Skilled in troubleshooting technology such as Microsoft 365, Teams, OneDrive, Intune, and Cisco video conferencing.
• Experience with effective ticketing management practices through Jira or other ITSM tools.
• Excellent communication skills, both verbal and written, technical and non-technical.

• Proven track record supporting executive/VIP users.
• Hands-on experience managing and troubleshooting macOS devices using Jamf.
• ITIL V4 certification (or strong working knowledge of ITIL frameworks).

• 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.