Trainee Service Desk Analyst

About the role

The Trainee Service Desk Analyst will support a hybrid delivery model for governance, risk, compliance and finance accounting services. You will handle user requests, document incidents and assist in issue resolution while gaining a solid understanding of finance and compliance processes.

Key responsibilities

• Receive and log service desk requests through approved channels, performing initial analysis to enable timely resolution.
• Maintain detailed incident records and status updates in the service management tool for reporting, continuous improvement and audit readiness.
• Troubleshoot common application access and configuration issues related to finance, accounting and GRC systems under senior guidance.
• Identify complex issues and route them to appropriate technical or domain experts following defined escalation paths.
• Support both on‑site and remote users, ensuring consistent communication and reliable access to critical applications.
• Collaborate with GRC specialists to capture control requirements within tickets, aligning remediation with enterprise risk standards.
• Work closely with finance teams to understand key processes such as transaction processing, reconciliations and reporting.
• Follow strict user verification and data‑handling procedures to protect sensitive financial and compliance information.
• Contribute to knowledge‑base articles for frequent issues and participate in incident‑trend reviews.

Required profile

• Enthusiastic trainee eager to learn about IT support, finance and compliance domains.
• Basic understanding of service‑desk processes and willingness to follow structured procedures.
• Strong communication skills and ability to work collaboratively with technical and business teams.

Required skills