1st Line Service Desk Analyst
1st Line Support Engineer - Insurance & Financial Services
London | Hybrid | £36,000 + benefits
A Support Analyst is required for an opportunity to join the IT team of a global insurance & financial services group, supporting a user base of around 1,000 across London & international offices. You'll work at the front line of technology, providing support across Windows 10 & Windows 11, Office 365, Active Directory & Citrix, in an environment that values professionalism, quality service & collaboration.
This role suits someone interested in working in a corporate or regulated setting, who's confident dealing directly with users, managing tickets, & prioritising effectively in a busy environment.
The Role
- Provide first point of contact for all IT queries across Windows 10 & Windows 11 & O365
- Manage incidents & requests through the ticketing tool (ServiceNow or similar)
- Administer user accounts & permissions via Active Directory
- Support Citrix & VPN access for remote users
- Collaborate with 2nd Line & Infrastructure teams on escalations
- Contribute to a consistent, high-quality user experience across the business
Skills & Experience
- Minimum 12 months in a 1st Line or Service Desk environment
- Proven experience supporting Windows 10 & O365
- Good understanding of Active Directory (user creation & admin)
- Exposure to Citrix & VPN technologies
- Knowledge of ITSM / ticketing tools such as ServiceNow
- Excellent communication & customer service skills
- Well-organised, methodical, & comfortable working to SLAs
Working Pattern
Hybrid model with weekly rotation between home & office:
- Office: 8-4 or 9-5
- Home: 7:30-3:30 or 10-6:30
This is a critical hire for a team known for its strong internal reputation & business visibility. It offers the chance to build your technical foundation within a professional, insurance-focused environment where your work directly supports global operations.
