Service Desk Analyst

Job Title

Service Desk Analyst

Job Description

IG has been at the centre of retail trading and investment since 1974, when we helped create the market for financial spread betting. Today, we’re a FTSE100 fintech operating across five continents, serving over 700,000 clients and handling billions in transactions. Built on decades of scale, trust and proof, we continue to operate with a mindset of innovation. The people who work here tackle genuinely complex problems with the technology and resources to address them, offering a scope rare in established businesses. The bar is high—join us with a curious and forward-thinking mindset and we’ll provide the platform to define what comes next. IG—the future gets built here.

The team

IG’s Service Desk team is the first point of contact between end users and IT. The team records incidents and service requests within IG and works to restore service as quickly as possible or, when required, alerts and/or escalates to the specialist support team. The role requires technical troubleshooting abilities and excellent customer service skills.

Your role in the Team’s Success

You’ll be the face and voice of IT support, providing users with confidence that their issues are understood and handled efficiently. From diagnosing technical problems to coordinating with specialist teams, your contribution will be key in maintaining high service standards and ensuring fast and effective resolution for every request.

What you’ll do

• Triage incidents and service requests via phone, e-mail, Teams and ServiceNow.
• Troubleshoot end-user incidents and, where possible, resolve on first contact.
• Accurately record and document all details of the incident or service request, including categorisation and priority, into ServiceNow.
• Proactively work within the Service Desk team to support the EMEA region while providing global support as needed.
• Assess incident severity based on business impact and technical complexity.
• Support all areas of technology used within the EUC environment, including Microsoft, Apple, and bespoke applications supporting both the trading desk and general IT infrastructure.
• Day-to-day tasks involve UK, EMEA, and Global support, including AD management, workstation applications, deployment and maintenance, print management, patching, rollouts, video/ video conferencing, and related servers and software. Predominantly PC but also Mac support.

What you’ll need for this role

• Technical proficiency across desktop-related technology such as Active Directory, TCP/IP, Windows Defender, Mobile Device Management, Microsoft SCCM, Company Portal, and in-depth knowledge of the Microsoft operating system family.
• Experience working with call logging systems (e.g., ServiceNow).
• Ability to build relationships with escalation teams to ensure IT-delivered services and end-user productivity goals are understood and met or exceeded.
• Advocacy for end users to ensure high-quality and timely service and support from the IT organisation.
• Strong problem-solving and organisational skills.
• Initiate ideas to drive service improvements and efficiencies within the team.

Key Requirements

• Experience supporting a mobile workforce within a secure enterprise environment.
• Experience in the general administration of AD and Office 365.
• Microsoft Intune/Jamf or similar enterprise endpoint management tooling experience.
• Windows 11, macOS, and mobile device support.
• Experience supporting a Zscaler environment.
• Remote Desktop Support.

How we work

We take a thoughtful approach to our ways of working and follow a hybrid model with three days in the office. We focus on five core behaviors to drive high performance, learning, and career satisfaction:

• Lead and Inspire: Drives trust, alignment, and enthusiasm
• Think Big: Focus on the problems that most impact commercial outcomes
• Champion the client: Understand and prioritise client needs
• Deliver at pace: Push for fast, sustainable growth
• Raise the bar: Take ownership, be accountable, and share feedback

We believe diversity is vital to success. We’re committed to building teams with varied perspectives and skills and encourage applications from people with diverse backgrounds. Learn more about our D&I approach here.

The Perks

Your growth fuels our success. We offer tailored development programs, mentoring opportunities with leaders, clear career progression, and opportunities to expand your network through committees, sports, and social clubs. Enjoy extra time off for volunteering and community work.

• Competitive salary
• Flexible Benefits Package on top of your salary (12%)
• Private medical cover for you and your family
• Life insurance
• Contribution to gym memberships
• 25 days holiday, with 1 additional day off to celebrate your Birthday and 2 additional days off per year for voluntary work (28 in total)
• The option to buy or sell holiday days
• Unlimited access to the LinkedIn Learning Platform
• A comprehensive global and local onboarding process
• Employee-led LGBTQ+, Women’s, Black and Parents & Carers networks with an annual budget for events and projects
• Enhanced parental pay and leave, and related support for parents
• Option to participate in ESG initiatives through the IG Brighter Future Fund

Learn more about the Perks here.

Join us for this exciting journey.

Apply now!

Number of openings

1