Senior Helpdesk Analyst
UK-based | Fully Remote
Must have permanent eligibility to work in the UK
Please note.. working week runs from Sunday through Thursday, with Friday and Saturday as the weekend. The majority of their hours will be 7 am -3 pm.
Join a Fast-Growth Fintech Business
We are working with a fast-growth fintech business who are building next-generation merchant capabilities, and they are looking for a self-driven, detail-oriented Senior Helpdesk Analyst to join their team.
This is a mid-level, hands-on desktop support role with influence. You won’t just be closing tickets, you will be enabling users, handling escalations, maintaining excellent documentation, and mentoring others along the way.
If you believe outcomes matter more than activity, enjoy solving problems end-to-end, and take pride in doing things properly, this role is for you.
Why This Role?
As a Senior Helpdesk Analyst, you will act as a trusted escalation point and informal team leader. You will contribute to process improvement, knowledge management, and user enablement while remaining deeply hands-on with day-to-day support.
This role suits someone who sees what needs doing and gets on with it, without constant direction.
Key Responsibilities
Mentor & Lead
- Coach and support teammates when needed
- Contribute to and lead small team initiatives and improvement projects
- Encourage knowledge sharing and best practices across the support function
Hands-on Desktop Support
- Provide desktop-level support across Mac, Windows (10/11), and mobile devices (iOS / Android / Surface)
- Perform software installations, upgrades, troubleshooting, and basic hardware configuration
- Support users via remote assistance tools in a fully remote environment
Escalations & Problem Solving
- Act as a point of escalation for more complex technical issues
- Work collaboratively with other technical and non-technical teams to resolve issues efficiently
- Take ownership of problems through to resolution
Documentation & Optimisation
- Maintain excellent ticket hygiene: clear, thorough, and consistent notes on every case
- Contribute to and improve internal knowledge base articles
- Identify trends in requests and recommend system or process improvements
Support Rota
- Participate in a support rota, including working Sundays or Israel business hours when required, to ensure consistent coverage for a global user base
Who You Are
- Self-driven and proactive, you don’t wait to be told there’s a problem
- Detail-oriented and take pride in clear documentation and follow-through
- Comfortable coaching others and sharing knowledge openly
- Curious by nature, with an interest in improving how things are done
- AI-curious—experience using AI tools to improve workflows or productivity is a strong plus
Must-Have Experience & Skills
- 4+ years’ experience in an equivalent Help Desk or Desktop Support role
- Strong hands-on experience with:
- Windows 10/11
- macOS
- Microsoft Office
- iOS / Android devices
- Remote support tools
- Outstanding customer service mindset
- Excellent verbal and written communication, including with senior stakeholders
- Demonstrated ability to mentor, coach, or support peers
- Strong attention to detail and creative problem-solving skills
What Success Looks Like
- Tickets are resolved thoroughly, documented clearly, and easy for others to follow
- Knowledge is shared—not hoarded
- Users feel supported, informed, and enabled
- Problems are anticipated and addressed proactively
Ready to help power the next generation of fintech? Apply today.
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