FDM Group
Service Desk Analyst
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Job Title: Service Desk Analyst
FDM is a global business and technology consultancy seeking a Service Desk Analyst to work for our client within the Financial Services sector. This is initially a 12-month contract with strong potential for extension and will be a hybrid role based in Cheshire.
About the Role
Our client is seeking a customer-focused Service Desk Analyst to provide first-line IT support across the organisation, ensuring incidents and service requests are managed efficiently and resolved within agreed service levels. The successful candidate will act as the first point of contact for users, providing technical support across desktop, Microsoft 365 and cloud-based technologies, while delivering an exceptional customer experience.
Responsibilities
- Act as the first point of contact for incidents and service requests raised via phone, email, self-service portal or walk-up support.
- Log, prioritise, diagnose and manage incidents and requests through their full lifecycle, ensuring users are kept informed throughout.
- Provide first-line technical support and resolution for hardware, software, Microsoft 365 and access-related issues.
- Escalate unresolved incidents to appropriate support teams while maintaining ownership through to resolution.
- Support project, change and deployment activities as directed by the Service Desk Manager and wider IT teams.
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About You
- Previous experience working within a Service Desk, Helpdesk or 1st/2nd Line Support environment.
- Experience using ticket management and ITSM tools to manage incidents, requests and SLAs.
- Strong working knowledge of Microsoft Office 365 applications including Teams, Outlook, SharePoint and OneDrive.
- Understanding of Azure Active Directory (Entra ID) user administration and access management.
- Excellent customer service, communication and problem-solving skills with a proactive and collaborative approach.
- ITIL Foundation and/or SDI Service Desk Analyst certification desirable but not essential.
- Experience with VMware Omnissa Horizon environments would be advantageous.
- Strong attention to detail and ability to work effectively in a fast-paced support environment.
About Us
FDM is an award-winning global leader in tech and business talent solutions, backed by more than 35 years of industry experience. We have centres across Europe, North America, and Asia-Pacific, and a global workforce of over 2500 employees. FDM has shown exponential growth throughout the years, firmly establishing itself as an award-winning employer, currently listed on the FTSE4Good Index and as a 2026 Financial Times UK ‘Best Employer’.
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Diversity and Inclusion
FDM Group is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, national origin, age, disability, veteran status or any other status protected by federal, provincial or local laws.
Why Join Us
- Career coaching, mentoring and access to upskilling throughout your entire FDM career
- Assignments with global companies and opportunities to work abroad
- Opportunity to re-skill and up-skill into new areas, develop non-linear career paths and build a skillset within your field
- Annual leave and workplace pension
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