Service Desk Analyst

About the role

The Service Desk Analyst is the first point of contact for internal users requiring technical assistance. You will log, troubleshoot, and resolve incidents and service requests, ensuring a smooth IT experience across the organisation.

Key responsibilities

• Provide first‑line support via phone, live chat or email using the ServiceNow IT Service Management portal.
• Accurately log and track incidents and service requests, ensuring they are resolved to the user’s satisfaction.
• Escalate complex issues to higher‑level support teams following defined escalation and major incident processes.
• Communicate status updates to users and suppliers in line with Service Level Agreements.
• Maintain and contribute to the knowledge base and documentation of processes.
• Proactively identify and mitigate potential service issues.

Required profile

• Strong customer‑focused attitude with the ability to explain technical solutions in plain language.
• Good understanding of IT service desk processes, SLAs and incident management.
• Ability to work collaboratively with internal IT teams and external suppliers.
• Willingness to stay up‑to‑date with new products, services and organisational changes.

Required skills

• Experience with ServiceNow or similar ITSM ticketing platforms.
• Hardware, software and network troubleshooting.
• Knowledge of escalation and major incident procedures.

What we offer

• Opportunity to work within a global market‑infrastructure leader.
• Exposure to a wide range of financial and commodity trading technologies.
• Professional development and career progression in a supportive environment.