Jobs in London - 1st Line Service Desk Analyst • Central London

Company: Pioneer Search

Central London

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 and financial services group, supporting a user base of around 1,000 across London and international offices. You'll work at the front line of technology, providing support across Windows 10 and Windows 11, Office 365, Active Directory and Citrix, in an environment that values professionalism, quality service and collaboration. This role suits someone interested in working in a corporate or regulated setting, who's confident dealing directly with users, managing tickets, and prioritising effectively in a busy environment. The Role Provide first point of contact for all IT queries across Windows 10 and Windows 11 and O365 Manage incidents and requests through the ticketing tool (ServiceNow or similar) Administer user accounts and permissions via Active Directory Support Citrix and VPN access for remote users Collaborate with 2nd Line and 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 and O365 Good understanding of Active Directory (user creation and admin) Exposure to Citrix and VPN technologies Knowledge of ITSM / ticketing tools such as ServiceNow Excellent communication and customer service skills Well-organised, methodical, and comfortable working to SLAs Working Pattern Hybrid model with weekly rotation between home and 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 and business visibility. It offers the chance to build your technical foundation within a professional, insurance-focused environment where your work directly supports global operations.