IT Analyst – Desktop Support Engineer

About the role

As a member of Marex's Service Desk, you will provide first‑line technical support to business users across London sites. You will diagnose and resolve hardware, software and system issues, log and track incidents in JIRA, and ensure minimal disruption to business operations.

Key responsibilities

• Accurately log all incidents, service requests and changes in the JIRA Service Desk system.
• Manage and resolve Service Desk tickets within agreed SLA targets.
• Escalate complex issues to appropriate teams when required.
• Deliver professional and efficient customer service.
• Share knowledge via the team knowledge‑base and maintain documentation.
• Support standard Microsoft technologies and keep documentation up to date.
• Maintain and develop technical skills in line with company requirements.
• Align working practices with the ITIL framework where appropriate.
• Provide out‑of‑hours support according to the on‑call rota.
• Work a shift pattern from 6 am to 7 pm, Monday‑Friday, with occasional weekend project work.
• Ensure compliance with regulatory requirements (FCA, NFA, AMF, AFM, MAS) and the operational risk framework.

Required profile

• Experience in a Service Desk or first‑line IT support environment.
• Ability to work shift patterns and on‑call rotations.
• Familiarity with regulated financial services environments is advantageous.
• Strong documentation and knowledge‑sharing skills.

Required skills

• Microsoft Technologies (Windows OS, Office suite, etc.)
• JIRA Service Desk for incident and request management
• ITIL framework concepts and processes