London
Act as the second-level escalation point for complex IT issues raised by the Service Desk team
Manage and resolve incidents and service requests using ServiceNow
Provide timely, professional support to employees through desk-side, remote, chat, phone and email channels
Deliver on-site IT support for employees, senior visitors and guests in the London office
Support user and group administration across cloud and on-premise environments
Work closely with IT Engineering teams on technical escalations and long-term fixes
Assist the global Service Desk team with day-to-day ticket handling when needed
Mentor first-level Service Desk colleagues and share practical guidance on technical issues
Create and maintain internal technical documentation for the IT team
Write clear user-facing guides for common IT requests and self-service support
Support internal and external meetings, events, AV setups, video conferencing and live streaming
Coordinate with third-party vendors to ensure IT services meet expected standards
Troubleshoot local and remote connectivity issues, including Wi-Fi, wired networks, VPN and virtual desktop access
Support office moves, desk setups and event spaces from an IT perspective
Help plan, install and support end-user devices, network hardware, software, applications and peripherals
Contribute to policies and procedures for cloud environments, system provisioning and ongoing maintenance
Support IT projects by helping with planning, scheduling, coordination, implementation and monitoring
5–7 years of experience in Service Desk, Technical Support, IT Support or a similar end-user technology role
Strong experience resolving second-level IT incidents and service requests
Excellent knowledge of Windows 11 in a corporate environment
Hands-on experience with Active Directory and user administration
Experience with Azure and cloud-based IT environments
Experience with Microsoft Intune and device management
Strong knowledge of Microsoft Teams, SharePoint and OneDrive
Experience using ServiceNow or a similar ITSM/ticketing platform
Ability to support users both on-site and remotely
Strong troubleshooting skills across hardware, software, applications and connectivity
Confident communication skills and a service-oriented approach
Ability to support senior stakeholders, visitors and business-critical meetings professionally
Comfortable working independently while collaborating with global IT teams
Able to write clear technical and user-facing documentation
Experience working in the financial services industry
Experience supporting a global or multi-location IT environment
ITIL certification
Experience mentoring or coaching first-level Service Desk colleagues
Experience with Conditional Access
Experience supporting corporate video conferencing tools such as Microsoft Teams and Zoom
Experience with AV setup and IT support for internal or external events
Experience managing relationships with external IT vendors
Experience supporting VPN and Azure Virtual Desktop environments
Experience contributing to IT process improvements, policies or project work
Familiarity with regulatory or best-practice requirements in a corporate IT environment
Fluent English (written and spoken)
German language skills are an advantage