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Service Desk Analyst

Foreign Currency Direct plc
Closing date
15 Sep 2021

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Technology & New Media
Contract Type
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Job Details

Service Desk Analyst

The Service Delivery team is the front line and face of technology, interacting and supporting colleagues and staff on a daily basis, for a fast-paced currency exchange business.

As a valued member of the Service Delivery Team your responsibilities will include first and second line IT technical support with a focus on Application support requests.

As a small, yet busy Service Desk, you will also be expected to bring exciting new ideas to the table in ways to improve our efficiency - by reducing manual work and repetitive processes by means of automation.

We are looking for someone who has a technical support background and enjoys working in a fast-paced environment with a desire to learn and grow as a professional. With exposure to both system administration and application support elements, this role is very diverse and offers fantastic opportunity for new experiences and follow-on progression. The position is predominantly based from our London (Canary Wharf) office.

  • Investigating and resolving user raised requests ranging from hardware to bespoke software support.
  • Responding to monitoring alerts and being a first line of incident response.
  • There is often a great deal of urgency associated with resolving incidents therefore you will need to be able to prioritise proactively and escalate as necessary.

· Producing documentation and knowledge sharing with the team.
  • Change and incident Management.

Essential Skills:
  • Experience using Jira or similar Service Support tools, to include SLA management.
  • Experience in managing and supporting end user desktops (Windows 10)
  • Experience in managing Microsoft Office 365 application suite

· Previous experience supporting bespoke applications.

· Experience working within an ITIL framework.

· Performing well under pressure in a fast-paced environment and comfort in engaging with stakeholders across the business.

· Clear communication skills when talking to both a business and a technological audience.

· Problem management and task breakdown skills.

Desirable Skills:
  • Experience in troubleshooting/supporting Microsoft Dynamics 365 CRM application
  • Previous experience with Azure Cloud services.
  • Experience in supporting any trading application platforms (or similar).
  • Previous experience of investigating application-related systems and user requests and resolving or coordinating the resolution of issues
  • Experience working with third party vendors on issues requiring deeper investigation, coordinating resolution and providing feedback to users.
  • Experience of a similar role within a financially regulated business.
  • Previous experience in service improvement and process analysis.


We have a range of really exciting benefits, to name a few...
  • 25 days Annual leave, with a chance to purchase up to 5 additional days
  • 24/7 GP, counselling and Psychotherapy sessions for all members and their direct families
  • Cycle to work scheme
  • Employee Assistance Programme
  • Pension
  • Generous maternity leave
  • 4x Life Assurance
  • Access to a wide range of Cash Plan services
  • Access to Pirkx, our amazing online benefits portal where you have a chance to win up to £3000 in a lotto draw and access a range of discounts to use in shops and restaurants and much much more!

Salary DOE
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