Service Support Analyst

Service Support Analyst 

The Service Desk function is responsible for delivering enterprise-grade IT support. The team provides high-quality technical support to business users across multiple international locations, ensuring minimal disruption to operations and an exceptional end-user experience. The department is responsible for resolving any IT-related faults quickly and efficiently, including a broad range of queries from how to set up an email account to system diagnostics, plus enhancing and developing the IT provision extended within the business. 

The Service Support Analyst will deliver advanced technical support across all areas of the business, acting as a key point of contact for IT service delivery and end-user experience. The role is responsible for supporting enterprise infrastructure, endpoint management, cloud services, telephony systems, and core networking technologies within a fast-paced global environment. This position requires strong troubleshooting expertise, excellent communication skills, and a customer-first mindset to ensure timely resolution of technical issues while maintaining high service standards. The successful candidate will gain exposure to a diverse technology stack, cloud-based infrastructure, cybersecurity practices, and global IT operations. The role involves participation in IT projects, office deployments and international travel is required, sometimes at short notice, to support new office openings, relocations, and onsite technical operations.

Technical Support & Incident Management

• →Provide 1st and 2nd line technical support for Windows, macOS, Linux, and ChromeOS environments. 
• →Diagnose, troubleshoot, and resolve hardware, software, networking, and system-related incidents within agreed SLAs. 
• →Deliver remote and onsite support to 2000+ users across 51+ global offices. 
• →Manage and resolve incidents, service requests, and escalations through the IT Service Management (ITSM) platform. 
• →Support enterprise collaboration and productivity platforms including Google Workspace and Microsoft Office applications. 
• →Troubleshoot authentication, access control, connectivity, and cloud-service-related issues. 
• →Infrastructure & Endpoint Administration 
• →Configure, deploy, maintain, and support laptops, desktops, mobile devices, peripherals, and telephony systems and endpoint lifecycle management. 
• →Support hardware/software asset management and procurement processes. 
• →Proficient in Audio Visual equipment

User Experience & Customer Service

• →Deliver exceptional customer service with a proactive, professional, and user-focused approach with highly organized with strong attention to detail.
• →Provide clear technical guidance to end users of varying technical abilities.
• →Ensure effective communication throughout incident resolution and service delivery processes.
• →Maintain high levels of user satisfaction through responsive support and continuous service improvement.
• →Self-motivated, adaptable, and capable of working independently or within a global team. 

Operations

• →Support onboarding/offboarding processes in alignment with HR and IT security policies.
• →Assist with office setups, relocations, user moves, and global IT deployments.
• →Create and maintain technical documentation, knowledge base articles, and operational procedures. 
• →Collaborate with internal IT teams and third-party vendors to support business-critical systems. 

Technical knowledge of: Windows OS, macOS, ChromeOS

Understanding of: networking fundamentals (TCP/IP, DNS, DHCP, VPN), cloud technologies and SaaS platforms, endpoint support and device management.

Experience supporting: Google Workspace Microsoft Office / Microsoft 365 applications.

Strong troubleshooting and analytical problem-solving abilities.

Excellent verbal and written communication skills in English.

Proven ability to deliver high-quality customer service in a fast-paced enterprise environment.

Ability to prioritize workload, manage multiple tasks, and work effectively under pressure.

Mobile Device Management (MDM) Logitech/Gmeets equipment. 

Desirable Skills: ITIL Foundation certification or experience working within ITIL-aligned environments.

• Competitive Starting Salary with an annual discretionary bonus that truly rewards your performance from day one.
• Dedicated Mentorship: Learn directly from experienced managers who are invested in your success.
• Cutting-Edge Technology: Leverage state-of-the-art tailor made tools and systems that enable you to perform at your best.
• Clear, Accelerated Career Progression: Defined pathways to leadership and specialist roles within Ebury.
• Dynamic & Supportive Culture: Work in a collaborative environment where teamwork and personal growth are prioritized.
• Generous Benefits Package: Access competitive benefits tailored to your location, which typically include health care and social benefits.
• Central Office: A fantastic location with excellent transport links.

#LI-JG1

Ebury delivers sophisticated, integrated solutions — business accounts, hedging, and financing — on a single platform with a seamless workflow. Our success is built on a simple premise and singular purpose: To help businesses operate and scale globally. 

Since its founding in 2009, Ebury has always been a fast-growing leader in fintech. Today, we bring together 2000+ Eburians across nearly 70 cities and we’re always looking to add to our team. 

At the heart of our offering is a proprietary platform, purpose-built to help businesses seamlessly streamline and manage global cash flow. We focus on continuous product evolution and innovation to build the infrastructure for borderless growth and help our clients scale at every stage. 

The opportunities at Ebury are as diverse as our people, ranging from business development to engineering roles across our tech pillars.

We believe in inclusion. We stand against discrimination in all forms and are against the intolerance of differences that makes us a modern and successful organisation. At Ebury, you can be whoever you want to be and still feel a sense of belonging no matter your story.

Important Security Notice for Job Applicants:
Ebury only accepts applications via official Ebury channels. We will only contact you from an @ebury.com domain. Always check the emails you receive from us, and note that we will never request payment for any part of the recruitment process. Stay safe and report suspicious activity.

Notice to Recruitment Agencies and Search Firms:
Ebury does not accept unsolicited resumes, CVs, or candidate profiles from recruitment agencies or search firms without signed written Ebury recruitment terms in place for a specific role. Any unsolicited applications will be considered the sole property of Ebury. Ebury will not be responsible or liable for any placement fees or costs associated with unagreed candidate submissions or subsequent hires.

AI Transparency Statement:
Ebury uses Artificial Intelligence (AI) and automated tools to help streamline certain parts of our recruitment process, however, these tools are strictly for administrative efficiency. All hiring decisions, including application reviews, shortlisting, and final selections are evaluated and conducted by human talent acquisition professionals and hiring managers.