Service Desk Analyst

Job Title

Service Desk Analyst

Job Description

So, who are we?

IG Group is a FTSE 100 fintech operating across five continents, serving over 1.4m 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.

Your Team:

IG’s Service Desk team is the first point of contact between end users and IT. With analysts based in Bangalore, London and Kraków, the team provides support across IG, restoring service quickly and coordinating with specialist teams when escalation is required. This role is based in Bangalore and contributes to the delivery of consistent, high-quality support across the organisation.

Your role in the Team’s Success:

As a Service Desk Analyst, you will triage incidents and service requests across phone, email, collaboration tools and ServiceNow. You will troubleshoot desktop and access issues, resolve cases at first contact wherever possible, and ensure every interaction is accurately recorded, categorised and prioritised. Your work will directly support end-user productivity and the reliable delivery of IT services across IG.

What you’ll do:

• Triage incidents and service requests through phone, email, collaboration tools and ServiceNow, assessing business impact, severity and technical complexity.
• Troubleshoot and resolve end-user issues at first contact where possible across Windows, Mac, Microsoft 365, networking, remote access and bespoke business applications.
• Accurately document, categorise and prioritise incidents and requests, keeping users informed and escalating to specialist support teams when required.
• Support Active Directory administration, application testing and deployment, endpoint maintenance, printing, patching, rollouts, mobile devices and video conferencing.
• Build effective relationships with escalation teams, advocate for end users and contribute ideas that improve service quality, efficiency and the support experience.
• Participate in the team’s shift pattern and out-of-hours weekend support rota as required.

What You'll Need:

• 4-6 years' hands-on desktop support experience, including Windows 11 environments, in a large financial or similarly complex organisation, with practical knowledge of PC and Mac hardware and software
• Hands-on experience supporting Windows 11 desktop environments in a large financial or similarly complex organisation, with practical knowledge of PC and Mac hardware and software.
• Experience with Active Directory administration, ServiceNow or a comparable call-logging platform, and application testing, deployment, maintenance and documentation.
• Working knowledge of TCP/IP, endpoint protection, mobile device management, Microsoft SCCM or Company Portal, Microsoft 365, SharePoint and remote access or VPN support.
• Excellent customer service, communication and interpersonal skills, with strong attention to detail and the ability to advocate effectively for end users.
• Strong problem-solving and organisational skills, with the ability to learn quickly, follow procedures and work calmly under pressure and to tight deadlines.
• Graduate-level education or equivalent experience; exposure to market-data platforms, Java desktop environments, RSA administration, or MCP/Network+ certification is advantageous.

The perks:

It really is more than a job. We think like a start-up, but we deliver like a FTSE 100 — so the bar is high, and we won't pretend otherwise. We work hybrid, which means three days in the office. We’ll recognise your talent and make sure that you can still have a life – at work, and outside of it. Networks, committees, awards, sports and social clubs, mentorships, volunteering opportunities, extra time off… the list goes on.

• 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.

Number of openings

0