Lawrence Harvey
Service Desk Analyst
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Service Desk Analyst
Salary: £38,000 per annum
Location: Central London (Hybrid working available)
Employment Type: Permanent
About the Role
We are looking for proactive and technically minded Service Desk Analysts to join a growing Service Operations team.
The Service Operations function acts as the “front door” to technology, providing support across a broad and varied technology estate. This is an excellent opportunity for someone who enjoys working with users, solving technical problems, and developing their technical skill set within a modern technology environment.
You will be expected to take ownership of issues, work independently, and provide a high standard of service while collaborating with wider technology teams where required.
Key Responsibilities
- Provide first-line and second-line technical support to users across the organisation.
- Act as a key point of contact for technology-related queries and incidents.
- Troubleshoot and resolve hardware, software, access, and user-related issues.
- Perform user administration and bulk user setup activities.
- Use PowerShell and Bash to support administration, troubleshooting, and automation activities.
- Investigate issues across a varied technology environment and escalate where appropriate.
- Maintain accurate records of incidents, requests, and resolutions.
- Communicate clearly with users and technical teams throughout the resolution process.
- Identify recurring issues and contribute to improvements in service delivery.
- Take a proactive approach to identifying and resolving technical problems.
- Work collaboratively with wider infrastructure, engineering, and technology teams.
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Technology Environment
The Service Operations team supports a diverse technology estate, including:
- Core business and office applications
- Financial software and Azure-based microservices
- Legacy infrastructure and Azure/AWS Linux servers
- Contact centre technologies, including Freshworks and AI solutions
You do not need to have experience across all of these technologies. What matters most is a strong technical foundation, curiosity, and a willingness to learn.
About You
We are looking for someone who is:
- An excellent communicator who can explain technical issues clearly to non-technical users.
- Proactive, self-motivated, and comfortable taking ownership of tasks.
- Able to work independently without requiring constant supervision or micromanagement.
- Naturally curious and interested in understanding how technology works.
- Customer-focused, professional, and approachable.
- Comfortable working in a fast-paced Service Operations environment.
- Keen to develop their technical skills and take on increasing responsibility.
Technical Experience
Essential:
- Experience using PowerShell.
- Experience using Bash.
- Experience with user administration and account provisioning, including bulk user setup.
- A good understanding of general IT support and troubleshooting principles.
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Desirable:
- An interest in software engineering, scripting, or automation.
- Exposure to cloud technologies such as Azure or AWS.
- Experience supporting Linux environments.
- Experience with modern SaaS and contact centre platforms.
- Financial services or other regulated-industry experience.
Experience & Background
Experience within financial services is preferred but not essential.
Applications are welcomed from candidates with a range of backgrounds, including:
- Experienced Service Desk / IT Support professionals.
- Candidates looking to take the next step in their technical career.
- Strong graduates with relevant technical skills.
- Candidates coming directly from university or school who can demonstrate exceptional communication skills, technical aptitude, and a genuine interest in technology.
The right attitude, communication ability, and willingness to learn are just as important as previous industry experience.
What We're Looking For
Above all, we're looking for people who are technically curious, proactive, and customer-focused.
If you're someone who enjoys solving problems, communicates exceptionally well, and wants the opportunity to develop across a broad technology estate, we'd like to hear from you.
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