FDM Group
Service Desk Technician
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Job Title: Service Desk Analyst (1st Line Support)
About the Role
FDM is a global business and technology consultancy seeking a Service Desk Analyst (1st Line Support) to work for our client within the Financial Services sector. This is initially a 6-month contract with very good prospects to extend and will be based in Cheshire.
Our client is seeking a customer-focused Service Desk Analyst to provide first-line IT support for incidents and service requests across the business. The successful candidate will act as a key point of contact for users, ensuring incidents are logged, diagnosed, resolved, or escalated efficiently while delivering an excellent customer experience. This opportunity offers exposure to Microsoft 365, Azure/Entra ID, ITSM tooling, and virtual desktop technologies within a collaborative support environment.
Responsibilities
- Log, prioritise, investigate, and resolve incidents and service requests raised via phone, email, or walk-in channels.
- Manage tickets throughout their lifecycle, ensuring users are kept regularly updated and SLA targets are met.
- Provide first-line troubleshooting and resolution for hardware, software, Microsoft 365, and user access issues.
- Escalate unresolved incidents where appropriate and support incident recovery activities.
- Assist with project implementations, change initiatives, support documentation, and continuous service improvement.
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About You
- Experience working within a Service Desk, IT Support, or 1st/2nd Line Support environment.
- Strong working knowledge of Microsoft 365 applications, including Teams, SharePoint, and Office applications.
- Working knowledge of Azure/Entra ID and user account administration.
- Experience using ticket management and ITSM platforms.
- Excellent communication, customer service, and troubleshooting skills.
Desirable Skills
- ITIL Foundation certification.
- SDI Service Desk Analyst qualification.
- Experience with VMware Omnissa Horizon.
- Understanding of Data Protection principles and best practices.
- Experience supporting users within a regulated or financial services environment.
Experience Required
- Minimum of 3 years' experience within a Service Desk, IT Support, or similar technical support role.
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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’.
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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