3rd Line Support Analyst

About the Role

We are seeking a Senior Service Desk Analyst to join our London-based IT team. This is a pivotal role responsible for ensuring the smooth operation of IT services and systems across the organisation. As a senior member of the service desk, you will provide advanced technical support, guide junior team members, and contribute to maintaining a secure, stable, and high-performing IT environment.

Key Responsibilities

Technical Support

• Deliver expert-level technical support for hardware, software, and network-related issues.

• Troubleshoot complex problems escalated by junior analysts.

• Ensure excellent customer service and user communication throughout the resolution process.

• Identify root causes as part of problem management and provide mitigation strategies.

• Conduct proactive user follow-ups to confirm issue resolution.

Team Mentorship

• Provide coaching and support to junior service desk analysts.

• Assist with onboarding new team members and contribute to developing training resources.

• Promote a collaborative and positive team culture.

System Management

• Deploy software and hardware updates across the business.

• Perform regular system maintenance, updates, and backups.

• Manage joiners/leavers processes.

• Maintain accurate documentation for support requests and system configurations.

What We\’re Looking For

Essential Skills & Experience

• Strong knowledge of IT support processes and service best practices.

• Excellent problem-solving and technical diagnostic skills.

• Experience mentoring junior support team members.

• Proficiency with hybrid IT environments.

• Expertise in Microsoft 365, Intune, Autopilot, Active Directory, Azure AD, and Exchange.

• Understanding of networking fundamentals and general IT infrastructure.

• Excellent interpersonal and customer service skills.

• Clear and professional written and verbal communication in English.

• Experience in the financial services industry.

Desirable

• Degree in IT, Computer Science, or a related field.

• Industry certifications (e.g., Microsoft, CompTIA).

• ITIL v3/v4 Foundation certification and/or experience in an ITIL-based environment.

• Familiarity with ISO27001 security standards and CIS benchmarks.

• Experience with Freshworks ticketing system.

• Exposure to tools/technologies such as Meraki, Cisco, Cato, Oracle Cloud, SharePoint, SCCM, SCOM, PowerShell, scripting, and automation.

What You\’ll Gain

• A collaborative, supportive, and friendly work environment.

• Competitive hybrid working policy and a healthy work-life balance.

• Transparent career progression and continued professional development.

• Free access to the internationally recognised Protection & Indemnity Qualification.

• Attractive benefits package including:

  • Private healthcare

  • Generous employer pension contribution

  • Health subsidies

  • Access to wellbeing and savings programs

Venquis is acting as an Employment Agency in relation to this vacancy.