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WSD

Senior Service Desk Analyst

WSD

. Own customer incidents, service requests and escalations from initial investigation through to a clear outcome .

Posted 9/28/2026full-timeLondon • United KingdomSeniorWebsite

Core Competencies

Role fit
Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong application support and technical troubleshooting skills, with a focus on customer experience and effective communication. Proven ability to mentor colleagues and improve processes within a fast-paced fintech or financial services environment.

Highest-signal resume keywords
Application SupportTechnical SupportAPIsSQLJira Service Management

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills
Application SupportTechnical SupportAPIsSQLXMLJSONPostmanTroubleshootingService DeskITIL Practices
Soft Skills
Customer-First MindsetStrong Stakeholder CommunicationOwnershipOrganizational SkillsAdaptability
Tools & Technologies
Jira Service ManagementITSM PlatformPostman
Industry Keywords
FintechCapital MarketsStructured ProductsFinancial Services

Tech Stack

Tools & technologies
ITSMSQL

About the role

Key responsibilities & impact
  • Own customer incidents, service requests and escalations from initial investigation through to a clear outcome
  • Troubleshoot application and integration issues using structured analysis of APIs, logs, data and system behaviour
  • Communicate clearly and confidently with customers throughout the support journey
  • Work closely with Product, Engineering and Operations to resolve complex issues and improve the customer experience
  • Support incident coordination, ensuring the right people are involved and actions remain focused
  • Mentor colleagues, share knowledge and strengthen ticket quality, troubleshooting and team standards
  • Identify recurring issues and contribute to improvements in processes, documentation and tooling

Requirements

What you’ll need
  • Professional fluency in English, written and spoken, is mandatory
  • Strong experience in application support, technical support, Service Desk or service operations within a software or SaaS environment
  • Customer-first mindset with strong stakeholder communication and experience handling escalations
  • Technical curiosity and proven ability to investigate complex issues rather than simply pass them on
  • Strong ownership, sound judgement and drive to follow work through to resolution
  • Highly organised and adaptable approach, with confidence managing changing priorities in a fast-paced environment
  • Experience mentoring or supporting less-experienced colleagues
  • Experience in fintech, capital markets, structured products or supporting financial-services clients
  • Knowledge of APIs, Postman, system integrations, XML/JSON, logs, SQL or similar troubleshooting tools
  • Experience with Jira Service Management or another ITSM platform, plus knowledge of ITIL practices is nice to have
  • German language skills are nice to have

Benefits

Comp & perks
  • Employer values diversity
  • Applications encouraged irrespective of age, race, religion, national origin, gender, sexual orientation, gender identity and/or expression, veteran status, disability, or any other status protected by applicable law