Service Desk Analyst

Job Title

Job Description

So, who are we?

IG Group is a FTSE 100 fintech operating across five continents, serving over 1.3m customers and handling billions of dollars in transactions – built on scale, trust, and proof. We didn't pivot to innovation; it's how we've always operated. What that means for the people who work here is real: genuinely complex problems to solve, the technology and resources to tackle them properly, and the kind of scope that's rare in established businesses.

The bar is high – bring a curious and forward-thinking mindset and we'll give you the platform to define what comes next.

Join us at IG – the future gets built here!

The team

IG’s Service Desk team are the first point of contact between end users and IT. The team are responsible for recording incidents and service requests within IG, and works to either restore service as quickly as possible, or, where required, alert and/or escalate to the specialist support team. The position requires technical troubleshooting abilities and excellent customer service skills.

Your role in the Team’s Success

In this role, 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 a fast and effective resolution for every request.

What you’ll do

• Triage incidents and service requests via phone, e-mail, Teams and Service Now.

  
  

• Troubleshoot end-user incidents and, where possible, resolve upon first contact.

  
  

• Accurately record and document all details of the incident or service request, including categorisation and priority, into Service Now.

  
  

• The primary base of this role is to proactively work within the Service Desk team to support the EMEA region with various aspects of the role, supporting the company globally.

  
  

• When incidents are raised, the job holder will need to quickly determine the severity of the issue with regard to business impact and technical complexity.

  
  

• This role encompasses all areas of technology used within the EUC  environment, including Microsoft, Apple, and a range of bespoke applications supporting both the trading desk and general IT infrastructure.

  
  

• Day-to-day tasks will involve various aspects of UK, EMEA, and Global support, including AD management, workstation applications, deployment and maintenance, print management, patching, rollouts, video, video conferencing, as well as servers and software that support these functions where required. Predominantly PC but also Mac support.

  
  

What you’ll need for this role

• The successful candidate will have 4–6 years of hands-on experience with desktop technologies, including Active Directory, TCP/IP, Windows Defender, Mobile Device Management, Microsoft SCCM, and Company Portal, along with strong expertise in the Microsoft operating system family.

  
  

• Experience working with Call logging systems e.g. ServiceNow.  

  
  

• Build relationships with the escalation teams to ensure that IT-delivered services and end-user productivity goals are understood and met or exceeded.

  
  

• Be an advocate for the end user to ensure he or she receives high-quality and timely service and support from the entire IT organisation.

  
  

• Will be able to demonstrate 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 & 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 try to take a thoughtful approach to our ways of working as a company. We follow a hybrid working model with 3 days in the office – which we think balances the need to collaborate effectively and connect with each other. When it comes to how we deliver, there are 5 things we want everyone to do to drive high performance, better 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's needs

  
  

• Deliver at pace: Push for fast, sustainable growth;

  
  

• Raise the bar: Take ownership, be accountable and share feedback

  
  

We believe that diversity is vital to success, it fuels creativity, drives innovation and sets us up for global success. We’re committed to building teams with a variety of perspectives and skills to help us realise our vision and strategy, that’s why we encourage applications from people with diverse backgrounds and experiences to join us on this journey. Learn more about our D&I approach here.

The Perks

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

• Matched giving for your fundraising activity

  
  

• Flexible working hours and work-from-home opportunities

  
  

• Performance-related bonuses

  
  

• Insurance and medical plans

  
  

• Career-focused technical and leadership training in-class and online, incl. unlimited access to LinkedIn Learning platform

  
  

• Contribution to gym memberships and more

  
  

• Free Lunch/Snacks/Fruits

  
  

• A day off on your birthday

  
  

• Two days’ volunteering leave per year.

  
  

Learn more about the Perks here!

Join us for this exciting journey.

Apply now!

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