Service Desk Analyst

IG Group is a FTSE 100 fintech operating across five continents, serving over 1.4m customers and handling billions of dollars in transactions.

• Eager and quick to learn.
• Excellent communication and interpersonal skills.
• Interest in financial products.
• Experience with Windows 10 desktop infrastructure in large organizations.
• Active Directory administrative experience in medium to large organizations.
• Experience with application deployment, maintenance, testing, and documentation.
• Practical understanding of computer hardware and software.
• Experience with call logging systems such as ServiceNow.
• Experience with Java in a desktop environment.
• Self-organized and ability to follow procedures and guidance.
• Understanding of the role of Service Desk in an organization.

• Triage incidents and service requests via phone, e-mail, communicator, and ServiceNow.
• Troubleshoot and resolve end user incidents upon first contact when possible.
• Accurately record and document incident details including categorization and priority into ServiceNow.
• Support the EMEA region within the Kraków based Service Desk team, with global support aspects.
• Quickly determine severity of issues based on business impact and technical complexity.
• Support desktop technology including Microsoft, Apple, bespoke trading desk applications, AD management, application testing, deployment, print management, patching, rollouts, video conferencing, and related servers.
• Provide remote access/VPN support.
• Build relationships with escalation teams to meet IT service and productivity goals.
• Advocate for end users to ensure high-quality and timely IT support.
• Demonstrate strong problem-solving and organizational skills.
• Work under pressure and meet tight deadlines.
• Initiate ideas to improve service and efficiencies within the team.
• Participate in a 24-hour shift rota including weekend out of hours support.