Service Desk Technician

Fitch Group, Inc., Fitch Ratings, Inc., Fitch Solutions Group; Greater London; Hybrid; GBP 30,000 - 40,000; Full time

Job summary

A leading financial services provider in Greater London is seeking a Service Desk Technician to deliver high-quality support to users globally. The role involves managing service requests, enhancing user experience, and ensuring effective onboarding and offboarding processes. Candidates should have at least 2 years of experience in a Service Desk environment, proficiency in troubleshooting both Windows and macOS, and excellent communication skills. The company promotes a hybrid work model and values continuous learning and employee wellbeing.

Benefits

Hybrid Work Environment

Culture of Learning & Mobility

Retirement planning and tuition reimbursement

Comprehensive healthcare offerings

Family-friendly policies

Paid volunteer days

Qualifications

• At least 2 years’ experience in a fast-paced Service Desk environment.
• Experience supporting Windows and Apple operating system devices.
• Excellent communication skills, both verbal and written.

Responsibilities

• Provide high quality support through answering calls and handling tickets.
• Respond to and resolve requests within the specified time frame.
• Keep users consistently informed throughout the lifecycle of their tickets.

Skills

Customer service

Troubleshooting technology

Technical communication

Ticketing management practices

Tools

Microsoft 365

Jira

Cisco video conferencing

Job description

Fitch Group is currently seeking a Service Desk Technician based out of our London office.

As a leading, global financial information services provider, Fitch Group delivers vital credit and risk insights, robust data, and dynamic tools to champion more efficient, transparent financial markets.

Fitch’s Technology & Data Team is a dynamic department where innovation meets impact. Our team includes the Chief Data Office, Chief Software Office, Chief Technology Office, Emerging Technology, Shared Technology Services, Technology, Risk and the Executive Program Management Office (EPMO). Driven by our investment in cutting‑edge technologies like AI and cloud solutions, we’re home to a diverse range of roles and backgrounds united by a shared passion for leveraging modern technology to drive projects that matter to our organization and clients. We are also proud to be recognized by Built In as a “Best Place to Work in Technology” 3 years in a row.

The Fitch Group Global Service Desk is a fast‑paced, diverse and exciting team with a passion for customer service, user experience and technology. The Service Desk provides 24x5 IT support to over 6,000 Fitch Group users globally.

How You’ll Make an Impact

• Provide high quality support through answering calls and handling tickets directed at the Global Service Desk, as well as having face‑to‑face interactions with our end users
• Respond to and resolve requests within the specified time frame as logged in the ticketing system, with a strong eye for detail and a keen eye for finding the root cause or following relevant procedures.
• Work with co‑workers to increase knowledge across the Global Service Desk team through knowledge sharing and knowledge base contributions
• Keep users consistently informed throughout the lifecycle of their tickets, providing timely updates via calls and emails
• Efficient end‑to‑end user onboarding and off‑boarding, delivering day‑one readiness and ensuring a seamless initiation into systems, tools, and culture

You May Be a Good Fit If

• At least 2 years’ experience in a fast‑paced Service Desk environment, being well‑versed in supporting a large user‑base
• Experience supporting Windows and Apple operating system devices, including Windows 11, macOS and iOS
• Skilled in troubleshooting technology such as Microsoft 365, Teams, OneDrive, Intune, and Cisco video conferencing
• Experience with effective ticketing management practices through Jira or other ITSM tools
• Excellent communication skills, both verbal and written, technical and non‑technical

What Would Make You Stand Out

• Proven track record supporting executive/VIP users
• Hands‑on experience managing and troubleshooting macOS devices using Jamf
• ITIL V4 certification (or strong working knowledge of ITIL frameworks).

Why Choose Fitch

• Hybrid Work Environment: 4 days a week in office required based on your line of business and location
• A Culture of Learning & Mobility: Dedicated trainings, leadership development and mentorship programs designed to ensure that your time at Fitch will be a continuous learning opportunity
• Investing in Your Future: Retirement planning and tuition reimbursement programs that empower you to achieve your short and long‑term goals
• Promoting Health & Wellbeing: Comprehensive healthcare offerings that enable physical, mental, financial, social, and occupational wellbeing
• Supportive Parenting Policies: Family‑friendly policies, including a generous global parental leave plan, designed to help you balance career and family life effectively
• Inclusive Work Environment: A collaborative workplace where all voices are valued, with Employee Resource Groups that unite and empower our colleagues around the globe
• Dedication to Giving Back: Paid volunteer days, matched funding for donations and ample opportunities to volunteer in your community

Fitch is committed to providing global securities markets with objective, timely, independent and forward‑looking credit opinions. To protect Fitch’s credibility and reputation, our employees must take every precaution to avoid conflicts of interest or any appearance of a conflict of interest. Should you be successful in the recruitment process at Fitch Ratings you will be asked to declare any securities holdings and other potential conflicts prior to commencing employment. If you, or your immediate family, have any holdings that may conflict with your work responsibilities, you may be asked to divest yourself of them before beginning work.

Fitch is proud to be an Equal Opportunity and Aff…