Service Desk Technician

The Service Desk Technician position in London and New York, Fitch Group is owned by Hearst centres on the Service Desk provides 24x5 IT support to over 6,000 Fitch Group users globally. It would suit someone who can bring handling site-by-site responsibilities with consistency and care to the role.

How the role is set up

The Service Desk provides 24x5 IT support to over 6,000 Fitch Group users globally. Own incidents and requests end-to-end: triage, troubleshoot, resolve, and document—driving tickets to closure with a strong focus on root cause and quality.

What helps someone build confidence

Handling site-by-site responsibilities with consistency and care. Strong professional approach.

Job details

• Diagnose and resolve complex issues across Microsoft 365 (Outlook, Teams, OneDrive, SharePoint), endpoint management (Intune and SCCM), and Video Conferencing (Cisco).
• 2+ years’ experience in a Service Desk/IT Support environment with demonstrable Level 2 troubleshooting responsibility.
• Strong working knowledge of Windows 11 and macOS support in an enterprise environment (plus iOS support).
• Confident troubleshooting Microsoft 365 (Teams, OneDrive sync issues, Outlook profile/authentication, permissions/sharing, add-ins).