Senior Service Desk Analyst

About Us:

The FT has an uncompromising mission: delivering independent, quality information, news and services to individuals and companies around the globe. It’s the cornerstone of our reputation and the heart of our ambitions for the future. But for our people, the FT offers so much more than what we do. FT people come from all kinds of backgrounds and work across a huge range of disciplines and locations, and find empowering, warm and welcoming culture that values curiosity and rewards smart, ambitious thinking. Those who are willing to unite around our mission and live our values will find plenty to challenge, inspire and interest them. Like the audiences we serve, no two FT people are the same; but together we help our audience be better informed and understand the world around them. It’s a job that’s never mattered more, and a career that can take you anywhere you want to go.

Our commitment to diversity and inclusion in the workplace:

At the FT, we give all employees a voice so that diverse perspectives are heard and valued. We believe that a supportive workplace is one where employees feel they can be themselves at work. We'll continue to remove barriers for all, and in particular barriers facing employees from underrepresented groups.

About the role:

We need an experienced and customer-focused IT professional to assist in guiding and enhancing the performance of our Global Service Desk team. This critical role acts as a technical point for customer concerns regarding complex issues, all while promoting operational efficiency and delivering high-quality service across various support channels.

The perfect candidate has a strong focus on customer support, experience in ITIL service management, and values teamwork and mentorship.

This role improves user experience and supports global teams through technical expertise and leadership.

Main Duties and Responsibilities

• Act as the go-to contact for first and second line support queries before addressing them with second and third line support teams.


• Provide day-to-day guidance to junior team members, supporting their growth and contributing to a culture of service excellence.


• Lead Incident Management for Priority 1 issues related to Global Service Desk tools and services, particularly printers, telephony, and AV equipment.


• Manage the Problem Management process to identify and resolve root causes of recurring issues.


• Coordinate and lead the Change Management process for changes that may affect the Service Desk or its users.


• Deliver omni-channel support (telephone, chat, email, remote, and desk-side) to colleagues globally, using the Fresh call logging system for issue tracking and documentation.


• Support management in tracking individual and team performance through reports and scorecards.


• Lead vendor-related activities, including onboarding, contract reviews, and renewals, for third-party service providers that interact with the Service Desk.


• Review and update processes regularly to ensure clarity, relevance, and team alignment.


• Conduct gap analyses and implement improvements to enhance service desk tools, processes, and outcomes.


• Ensure thorough documentation and follow-up when advancing issues to third line support teams.


• Represent the Service Desk in technology-focused meetings, such as the Staff Experience showcase.


• Lead initiatives to improve customer service and ensure ITSM tools and processes remain fit for purpose across distributed teams.


• Work in a hybrid setup, reporting onsite 10 days per month.

Person Profile

We’re looking for someone who:

• Proactively identifies and addresses gaps in processes and documentation.


• Can manage multiple responsibilities efficiently and thoughtfully.


• Communicates clearly and is highly organized.


• Pays close attention to detail and accuracy.


• Provides a warm, professional, and supportive desk-side experience.


• Understands customer concerns and resolves them with care and speed.


• Maintains a polished and professional presence.


• Brings a strong focus on delivering excellent customer service.


• Values collaboration, learning, and contributing to team success.


• Can take ideas and turn them into practical actions and results.

Required Skills / Experience

To succeed in this role, you will need:

• Experience supervising and supporting the development of junior staff.


• Solid understanding of ITIL processes, particularly Incident, Change, and Problem Management.


• Advanced troubleshooting and support skills across Windows and macOS environments.


• Experience with Google Workspace administration.


• A track record of leading or contributing to continuous service improvements.


• Familiarity with Agile practices and working in Agile teams.


• Strong team leadership, including mentoring and fostering proactive engagement.


• Participation in the hiring or onboarding of new team members.


• Experience using SAAS-based Service Desk platforms (e.g., Freshservice).


• Awareness of cybersecurity principles and risk mitigation practices.

Desirable

While not required, the following would be advantageous:

• Hands-on experience with Intune (SCCM) and JAMF for device and software management.


• Google Workspace Admin certification.


• Exposure to basic coding or configuration-as-code environments.


• AWS foundational or full certification.

What’s in it for you? Our Benefits:

Our benefits vary depending on location, but we are committed to providing best in class perks across all our offices as well as an inclusive environment to develop your career. Examples of our benefits include; generous annual leave allowances, flexible working (including working from home), health coverage (medical & dental), and company match, enhanced family leave packages, and Giving Back opportunities. Full details of our benefits can be found here. 

Further Information:

The FT is committed to providing an inclusive working environment for all. We are an equal opportunities employer who seeks to recruit and appoint the best talent regardless of age, gender, ethnicity, disability, sexual orientation, gender identity, socio-economic background, religion and/or belief. We also promote flexible working and will consider specific requests around flexibility for all roles where it can be accommodated. Please let us know if you require any adjustments as part of the application process or to enable you to attend an interview. If you would like to discuss your requirements, or have any questions, please contact a member of our HR team who will be happy to help.