Service Desk Analyst

Role: Service Desk Analyst (BTS)Location: South London / HybridSalary: £36,000 - £43,000Are you an experienced IT support professional looking to step into a highly regulated, fast-paced environment where customer service and technical excellence go hand in hand?This hybrid role combines onsite, face-to-face support with remote troubleshooting via MS Teams and telephone. You''ll act as a key member of the Business Technology Solutions team, delivering 1st and 2nd line support (with exposure to 3rd line services) across a dynamic financial services organisation.What You''ll Be DoingActing as first point of contact for IT Incidents and Service Requests.Logging, categorising and managing tickets via the ITSM tool in line with SLAs.Supporting Windows 11, Microsoft 365, Active Directory and SCCM environments.Troubleshooting hardware, software and remote access issues.Escalating Major Incidents where required.Supporting Change, Problem and Vulnerability Management processes.Maintaining strong documentation, compliance and asset management standards.You''ll work a rotating shift pattern Ideal Candidate5+ years'' Service Desk experience in a busy, customer-facing environment.Strong ITIL knowledge with practical application.Excellent troubleshooting and root cause analysis skills.Experience with Windows 11, Microsoft 365, SCCM and Active Directory.Confident communicator with strong customer service focus.Experience working to SLAs within structured or regulated ..... full job details .....