Information Technology Service Desk

Job Description: Service Desk Analyst (Financial Services)

Overview

We are seeking a Service Desk Analyst to provide front-line technical support within a fast-paced financial services environment. The successful candidate will be responsible for delivering high-quality support to end users through multiple channels, ensuring timely resolution of incidents and service requests.

Key Responsibilities

• Provide first-level technical support to end users via phone, chat, email, and ticketing systems
• Log, track, and manage incidents and service requests using ServiceNow
• Troubleshoot hardware, software, and access-related issues across desktop and enterprise applications
• Escalate complex issues to appropriate support teams while maintaining ownership and communication with users
• Follow standard operating procedures, knowledge articles, and compliance requirements
• Maintain accurate documentation of issues, resolutions, and processes
• Deliver excellent customer service in a high-demand, regulated environment

Required Skills & Experience

• Proven experience in a Service Desk or IT Support role (front-line support)
• Hands-on experience with ServiceNow or similar ITSM/ticketing tools
• Strong experience supporting users via phone, chat, and email
• Solid troubleshooting skills across Windows environments, Office applications, and common enterprise tools
• Excellent communication and interpersonal skills
• Ability to prioritize and manage multiple tasks in a fast-paced environment

Preferred Qualifications

• Experience supporting users in a financial services or regulated environment
• Familiarity with ITIL principles and best practices
• Basic knowledge of networking, Active Directory, and remote support tools

Work Environment

• Fast-paced, client-focused financial services setting
• Emphasis on accuracy, responsiveness, and adherence to compliance standards

Key Attributes

• Customer-focused mindset
• Strong attention to detail
• Ability to work independently and as part of a team
• Professional and adaptable under pressure