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service desk analyst shared services
SharePoint Developer
Bauer Media Group Heinrich Bauer Verlag KG
Select how often (in days) to receive an alert: We're looking for a SharePoint Developer to join our UK IT Business Applications team on a permanent basis, based in either London or Peterborough. This role is ideal for someone with strong SharePoint and Microsoft 365 development experience, including SPFx, who enjoys solving technical problems, improving systems, and helping teams work smarter through secure, scalable technology. Our Team: How we enrich everyday life You'll be joining the Bauer UK IT Business Applications team - the specialists behind SharePoint Online, Microsoft 365 and supporting .NET platforms that power critical business operations across our publishing and audio brands. Sitting within Bauer IT, this team designs, develops and supports SharePoint-based business applications that enable colleagues across editorial, commercial, finance and operations to work efficiently and securely. From modernising legacy integrations to enhancing Microsoft 365 solutions, we ensure our technology estate is stable, scalable and aligned to business needs. Working closely with Business Analysts, Project Managers, the IT Service Desk and infrastructure teams, we deliver high-quality solutions while maintaining operational excellence - helping Bauer teams focus on creating content and services that enrich everyday life. The Difference you will make As a SharePoint Developer within Bauer IT - UK, you will play a key role in ensuring our SharePoint Online, Microsoft 365 and .NET business applications are secure, reliable and continuously evolving. Your work will directly support the systems that power our publishing, audio and commercial operations - enabling teams across Bauer UK to work efficiently and deliver high-quality content and services to millions of people every day. By balancing development, enhancement and third-line support, you will ensure stability today while building smarter, more scalable solutions for tomorrow. Your Role You will design, build, enhance and support SharePoint and Microsoft 365 business applications as well as related integrations across Bauer's Microsoft web applications estate. This includes delivering new functionality, maintaining existing solutions, and providing third-line support in partnership with the wider IT team. This is a hands-on SharePoint developer role. You will spend a significant proportion of your time working on SharePoint Online solutions, including SPFx development, rather than purely administrative or Power Platform-only work. You will: Deliver enhancements and new solutions to agreed scope and timelines. Translate business requirements into secure, scalable and supportable technical solutions. Enhance and maintain SharePoint Online solutions, including SPFx components (TypeScript/React), forms and dashboards. Maintain and support related .NET components where required. Develop and maintain integrations using REST/JSON APIs and service endpoints. Build and maintain automation scripts (PowerShell/PnP, SQL) for monitoring, reporting and recovery. Provide technical support across .NET and SharePoint Online systems owned by the team. Investigate and resolve incidents and service requests via the IT Service Desk, ensuring clear documentation. Maintain and monitor integration infrastructure including Linux file servers (Samba/DFS), cron jobs, Windows Task Scheduler and SFTP/SSHFS-mounted backups. Support migration and decommissioning of legacy systems. Coordinate with Linux administration, Global Cloud teams and Finance application owners on access management, SSH key rotation, SSRS schedule migration and service sign-off. Engage proactively with stakeholders to communicate progress, risks and decisions. The Skills you will bring Strong understanding of object-oriented programming principles. Power Platform (Power Apps and Power Automate) development, support and administration. PowerShell automation and troubleshooting skills. Working knowledge of SQL for querying and integration support. Experience using version control systems (e.g. Git) and modern development tools (e.g. Visual Studio). Systems integration experience using REST/JSON APIs and web services. Experience supporting Linux/Windows integration infrastructure (cron, SSH/SFTP, Samba/DFS, SSRS scheduling). You will also bring Clear communication skills and a customer-focused mindset. A proactive, adaptable approach - comfortable balancing delivery and support. Strong analytical and problem-solving capability. A calm, professional approach to incident management. A commitment to continuous learning and improvement. Working Pattern/Location This is a Hybrid role that supports a balance of working from home and our office either in Peterborough or London. About Bauer Media Group We are a media business focused on creating content that matters to millions of people across Europe. Our offering extends from print and online publishing to audio broadcasting and entertainment, alongside investments in other media related sectors. With more than 500 million copies sold each year, we are one of Europe's largest Publishers. From women's and celebrities' magazines to TV listings to food and special interest, we own some of the most popular publishing brands in Germany, UK, Poland and France - both digital and print. But not only that. Reaching over 61 million listeners weekly, we operate over 150 radio and podcast brands in nine countries, spanning the UK, Ireland, Poland, Slovakia, Denmark, Sweden, Finland, Norway and Portugal. Family-owned in the 5th generation, Bauer Media focuses on the long term, with a consumer first mindset that guides us across our diverse portfolio. Our workforce of 12,000 shares a common purpose: to deliver content and services that enrich people's everyday lives. What's in it for you You'll have 28 days holiday, bank holidays & 2 volunteer days to use. Your development matters, so access to our internal training provider - Bauer Academy, is a huge win. We have enhanced Maternity/Adoption, Paternity and Shared Parental Leave Pay. You'll have the opportunity for flexible working. And much more! Find the full details of our benefits here We are an international employer and equal opportunities are important to us. That's why we welcome everyone in their uniqueness, regardless of e.g. religion, gender, skin color, disability in our house. We are committed to ensuring our recruitment process is inclusive and accessible to all. If you have a disability or a long term health condition, and need us to make any reasonable adjustments or do anything differently during any stage of the recruitment process, please let us know by emailing We are actively recruiting for this position, so the job advert may close earlier than expected. If you have any feedback regarding our UK recruitment process, please email we would love to hear from you. Date Job Posting Last Updated: 28 May 2026
31/05/2026
Full time
Select how often (in days) to receive an alert: We're looking for a SharePoint Developer to join our UK IT Business Applications team on a permanent basis, based in either London or Peterborough. This role is ideal for someone with strong SharePoint and Microsoft 365 development experience, including SPFx, who enjoys solving technical problems, improving systems, and helping teams work smarter through secure, scalable technology. Our Team: How we enrich everyday life You'll be joining the Bauer UK IT Business Applications team - the specialists behind SharePoint Online, Microsoft 365 and supporting .NET platforms that power critical business operations across our publishing and audio brands. Sitting within Bauer IT, this team designs, develops and supports SharePoint-based business applications that enable colleagues across editorial, commercial, finance and operations to work efficiently and securely. From modernising legacy integrations to enhancing Microsoft 365 solutions, we ensure our technology estate is stable, scalable and aligned to business needs. Working closely with Business Analysts, Project Managers, the IT Service Desk and infrastructure teams, we deliver high-quality solutions while maintaining operational excellence - helping Bauer teams focus on creating content and services that enrich everyday life. The Difference you will make As a SharePoint Developer within Bauer IT - UK, you will play a key role in ensuring our SharePoint Online, Microsoft 365 and .NET business applications are secure, reliable and continuously evolving. Your work will directly support the systems that power our publishing, audio and commercial operations - enabling teams across Bauer UK to work efficiently and deliver high-quality content and services to millions of people every day. By balancing development, enhancement and third-line support, you will ensure stability today while building smarter, more scalable solutions for tomorrow. Your Role You will design, build, enhance and support SharePoint and Microsoft 365 business applications as well as related integrations across Bauer's Microsoft web applications estate. This includes delivering new functionality, maintaining existing solutions, and providing third-line support in partnership with the wider IT team. This is a hands-on SharePoint developer role. You will spend a significant proportion of your time working on SharePoint Online solutions, including SPFx development, rather than purely administrative or Power Platform-only work. You will: Deliver enhancements and new solutions to agreed scope and timelines. Translate business requirements into secure, scalable and supportable technical solutions. Enhance and maintain SharePoint Online solutions, including SPFx components (TypeScript/React), forms and dashboards. Maintain and support related .NET components where required. Develop and maintain integrations using REST/JSON APIs and service endpoints. Build and maintain automation scripts (PowerShell/PnP, SQL) for monitoring, reporting and recovery. Provide technical support across .NET and SharePoint Online systems owned by the team. Investigate and resolve incidents and service requests via the IT Service Desk, ensuring clear documentation. Maintain and monitor integration infrastructure including Linux file servers (Samba/DFS), cron jobs, Windows Task Scheduler and SFTP/SSHFS-mounted backups. Support migration and decommissioning of legacy systems. Coordinate with Linux administration, Global Cloud teams and Finance application owners on access management, SSH key rotation, SSRS schedule migration and service sign-off. Engage proactively with stakeholders to communicate progress, risks and decisions. The Skills you will bring Strong understanding of object-oriented programming principles. Power Platform (Power Apps and Power Automate) development, support and administration. PowerShell automation and troubleshooting skills. Working knowledge of SQL for querying and integration support. Experience using version control systems (e.g. Git) and modern development tools (e.g. Visual Studio). Systems integration experience using REST/JSON APIs and web services. Experience supporting Linux/Windows integration infrastructure (cron, SSH/SFTP, Samba/DFS, SSRS scheduling). You will also bring Clear communication skills and a customer-focused mindset. A proactive, adaptable approach - comfortable balancing delivery and support. Strong analytical and problem-solving capability. A calm, professional approach to incident management. A commitment to continuous learning and improvement. Working Pattern/Location This is a Hybrid role that supports a balance of working from home and our office either in Peterborough or London. About Bauer Media Group We are a media business focused on creating content that matters to millions of people across Europe. Our offering extends from print and online publishing to audio broadcasting and entertainment, alongside investments in other media related sectors. With more than 500 million copies sold each year, we are one of Europe's largest Publishers. From women's and celebrities' magazines to TV listings to food and special interest, we own some of the most popular publishing brands in Germany, UK, Poland and France - both digital and print. But not only that. Reaching over 61 million listeners weekly, we operate over 150 radio and podcast brands in nine countries, spanning the UK, Ireland, Poland, Slovakia, Denmark, Sweden, Finland, Norway and Portugal. Family-owned in the 5th generation, Bauer Media focuses on the long term, with a consumer first mindset that guides us across our diverse portfolio. Our workforce of 12,000 shares a common purpose: to deliver content and services that enrich people's everyday lives. What's in it for you You'll have 28 days holiday, bank holidays & 2 volunteer days to use. Your development matters, so access to our internal training provider - Bauer Academy, is a huge win. We have enhanced Maternity/Adoption, Paternity and Shared Parental Leave Pay. You'll have the opportunity for flexible working. And much more! Find the full details of our benefits here We are an international employer and equal opportunities are important to us. That's why we welcome everyone in their uniqueness, regardless of e.g. religion, gender, skin color, disability in our house. We are committed to ensuring our recruitment process is inclusive and accessible to all. If you have a disability or a long term health condition, and need us to make any reasonable adjustments or do anything differently during any stage of the recruitment process, please let us know by emailing We are actively recruiting for this position, so the job advert may close earlier than expected. If you have any feedback regarding our UK recruitment process, please email we would love to hear from you. Date Job Posting Last Updated: 28 May 2026
Azure & AVD Infrastructure Architect
Source Technology Limited
Job Description Management of the Azure and AVD Infrastructure Management, Configuration and Deployment of Azure Virtual Desktop (AVD). Configuring and managing Resource Pool, Host Groups, Images, Apps and User Access Configuring user customization through FSlogix and NetApp Management of Virtual Desktop and Application Managing Infrastructure as a Code Pipelines for deployment APPLY NOW First Name Last Name Email Mobile Phone Job Title LinkedIn URL CV Drop files to attach,orbrowse Agree to our Terms of Business and Privacy Policy Data Consent StatementBy providing your personal information, you consent to Source Group International processing your data for the purposes outlined at the point of collection. This may include contacting you about relevant opportunities, services, events, or updates. Your data will be stored securely, used only for legitimate business purposes, and will not be shared with third parties without your permission unless required by law.You may withdraw your consent or request access, correction, or deletion of your data at any time by contacting us. htmlJob Title: Cloud ArchitectIndustry: AutomotiveLocation: LondonAbout the Role:As a Cloud Architect and a vital member of our team, you will be responsible for designing, implementing, and ERP Transformation PMO Specialist (Senior Consultant - External)EligibilityCandidates must hold a valid EU passport or EU work authorization.Engagement DetailsFull-time (100%)Duration: 18 month Location: Brussels, BelgiumIndustry: Consultancy & AdvisorySalary: Competitive (dependent on experience)OverviewWe are seeking a Functional Analyst to bridge business objectives and de c# DevOps EngineerLocation: ZugDuration: 6 monthsStart date: June/July 2026Key ResponsibilitiesLead the migration from multi-repositories to a unified monorepo, including consolidation of GitLab DevOps Engineer Location: Zug Duration: 6 months Start date: June/July 2026 Key ResponsibilitiesLead the migration from multi-repositories to a unified monorepo, including consolidation of GitLab pip
28/05/2026
Full time
Job Description Management of the Azure and AVD Infrastructure Management, Configuration and Deployment of Azure Virtual Desktop (AVD). Configuring and managing Resource Pool, Host Groups, Images, Apps and User Access Configuring user customization through FSlogix and NetApp Management of Virtual Desktop and Application Managing Infrastructure as a Code Pipelines for deployment APPLY NOW First Name Last Name Email Mobile Phone Job Title LinkedIn URL CV Drop files to attach,orbrowse Agree to our Terms of Business and Privacy Policy Data Consent StatementBy providing your personal information, you consent to Source Group International processing your data for the purposes outlined at the point of collection. This may include contacting you about relevant opportunities, services, events, or updates. Your data will be stored securely, used only for legitimate business purposes, and will not be shared with third parties without your permission unless required by law.You may withdraw your consent or request access, correction, or deletion of your data at any time by contacting us. htmlJob Title: Cloud ArchitectIndustry: AutomotiveLocation: LondonAbout the Role:As a Cloud Architect and a vital member of our team, you will be responsible for designing, implementing, and ERP Transformation PMO Specialist (Senior Consultant - External)EligibilityCandidates must hold a valid EU passport or EU work authorization.Engagement DetailsFull-time (100%)Duration: 18 month Location: Brussels, BelgiumIndustry: Consultancy & AdvisorySalary: Competitive (dependent on experience)OverviewWe are seeking a Functional Analyst to bridge business objectives and de c# DevOps EngineerLocation: ZugDuration: 6 monthsStart date: June/July 2026Key ResponsibilitiesLead the migration from multi-repositories to a unified monorepo, including consolidation of GitLab DevOps Engineer Location: Zug Duration: 6 months Start date: June/July 2026 Key ResponsibilitiesLead the migration from multi-repositories to a unified monorepo, including consolidation of GitLab pip
Microsoft Azure Technical SME
Source Technology Limited
Job Description Management of the Azure and AVD Infrastructure Management, Configuration and Deployment of Azure Virtual Desktop (AVD). Configuring and managing Resource Pool, Host Groups, Images, Apps and User Access Configuring user customization through FSlogix and NetApp Management of Virtual Desktop and Application Managing Infrastructure as a Code Pipelines for deployment APPLY NOW First Name Last Name Email Mobile Phone Job Title LinkedIn URL CV Drop files to attach,orbrowse Agree to our Terms of Business and Privacy Policy Data Consent StatementBy providing your personal information, you consent to Source Group International processing your data for the purposes outlined at the point of collection. This may include contacting you about relevant opportunities, services, events, or updates. Your data will be stored securely, used only for legitimate business purposes, and will not be shared with third parties without your permission unless required by law.You may withdraw your consent or request access, correction, or deletion of your data at any time by contacting us. htmlJob Title: Cloud ArchitectIndustry: AutomotiveLocation: LondonAbout the Role:As a Cloud Architect and a vital member of our team, you will be responsible for designing, implementing, and ERP Transformation PMO Specialist (Senior Consultant - External)EligibilityCandidates must hold a valid EU passport or EU work authorization.Engagement DetailsFull-time (100%)Duration: 18 month Location: Brussels, BelgiumIndustry: Consultancy & AdvisorySalary: Competitive (dependent on experience)OverviewWe are seeking a Functional Analyst to bridge business objectives and de c# DevOps EngineerLocation: ZugDuration: 6 monthsStart date: June/July 2026Key ResponsibilitiesLead the migration from multi-repositories to a unified monorepo, including consolidation of GitLab DevOps Engineer Location: Zug Duration: 6 months Start date: June/July 2026 Key ResponsibilitiesLead the migration from multi-repositories to a unified monorepo, including consolidation of GitLab pip
28/05/2026
Full time
Job Description Management of the Azure and AVD Infrastructure Management, Configuration and Deployment of Azure Virtual Desktop (AVD). Configuring and managing Resource Pool, Host Groups, Images, Apps and User Access Configuring user customization through FSlogix and NetApp Management of Virtual Desktop and Application Managing Infrastructure as a Code Pipelines for deployment APPLY NOW First Name Last Name Email Mobile Phone Job Title LinkedIn URL CV Drop files to attach,orbrowse Agree to our Terms of Business and Privacy Policy Data Consent StatementBy providing your personal information, you consent to Source Group International processing your data for the purposes outlined at the point of collection. This may include contacting you about relevant opportunities, services, events, or updates. Your data will be stored securely, used only for legitimate business purposes, and will not be shared with third parties without your permission unless required by law.You may withdraw your consent or request access, correction, or deletion of your data at any time by contacting us. htmlJob Title: Cloud ArchitectIndustry: AutomotiveLocation: LondonAbout the Role:As a Cloud Architect and a vital member of our team, you will be responsible for designing, implementing, and ERP Transformation PMO Specialist (Senior Consultant - External)EligibilityCandidates must hold a valid EU passport or EU work authorization.Engagement DetailsFull-time (100%)Duration: 18 month Location: Brussels, BelgiumIndustry: Consultancy & AdvisorySalary: Competitive (dependent on experience)OverviewWe are seeking a Functional Analyst to bridge business objectives and de c# DevOps EngineerLocation: ZugDuration: 6 monthsStart date: June/July 2026Key ResponsibilitiesLead the migration from multi-repositories to a unified monorepo, including consolidation of GitLab DevOps Engineer Location: Zug Duration: 6 months Start date: June/July 2026 Key ResponsibilitiesLead the migration from multi-repositories to a unified monorepo, including consolidation of GitLab pip
Service Desk Analyst - Shared Services
Methods Business and Digital Technology Manchester, Lancashire
Methods Business and Digital Technology Limited Methods is a £100M+ IT Services Consultancy who has partnered with a range of central government departments and agencies to transform the way the public sector operates in the UK. Established over 30 years ago and UK-based, we apply our skills in transformation, delivery, and collaboration from across the Methods Group, to create end-to-end business and technical solutions that are people centred, safe, and designed for the future. Our human touch sets us apart from other consultancies, system integrators and software houses - with people, technology, and data at the heart of who we are, we believe in creating value and sustainability through everything we do for our clients, staff, communities, and the planet. We support our clients in the success of their projects while working collaboratively to share skill sets and solve problems. At Methods we have fun while working hard; we are not afraid of making mistakes and learning from them. Predominantly focused on the public sector, Methods is now building a significant private sector client portfolio. Methods was acquired by the Alten Group in early 2022. The Service Desk Analyst is there to achieve the resolution (both reactive and proactive) of problems throughout the information system lifecycle, including classification, prioritisation and initiation of action, documentation of root causes and implementation of remedies to prevent future incidents. They also process and coordinate appropriate and timely responses to incident reports, including the channeling of requests for help to appropriate functions for resolution, monitoring resolution activity, and keeping customers appraised of progress towards service restoration. Accountabilities Timely answering of support queries from multiple channels Promptly escalating issues to the relevant party to ensure progression Communicate relevant updates in daily "stand ups" and as requested Share knowledge with team members Responsibilities Provide consistent high quality support to internal and external customers, taking ownership of user problems and proactively dealing with any issues preventing resolution. Maintain awareness of all relevant Service Level Agreements Deliver a high standard of customer service for all support queries Maintain accurate records of customer interactions, capturing sufficiently detailed information from customers. Undertake server patching in line with agreed processes. Update records of customer environments to reflect actions taken Respond in a timely manner to proactive monitoring alerts to meet contractual Service Level Agreements. Carry out daily checks on customer environments, where required. Contribute to knowledge bases, writing/reviewing technical knowledge articles, where relevant Attend weekly meetings with customer technical staff, where required. Visit customer sites when required. Any other duties as and when required commensurate with organisational position Essential Requirements Strong analytical and problem solving skills, with the ability to identify root causes in complex scenarios. Excellent communication skills via various channels. Ability to clearly communicate technical information to a non technical audience. Learn quickly and keep up to date with the latest technology advancements. Work under own initiative, while demonstrating effective teamwork. Demonstrate flexibility and adaptability to meet the needs of demanding workloads. Deliver high quality work within the expected timescale to meet customer service level expectations. Have a broad knowledge of server and desktop operating systems, networks and office systems, plus Microsoft cloud offerings. Embrace a passion for IT and technology. A proven focus and ability to deliver effective customer service, achieving high levels of customer satisfaction through professional attitudes and consideration towards the customer's own knowledge. Willingness and ability to work during weekends and out of hours when necessary (additional compensation for these hours of working will apply in line with T&Cs). Desirable Requirements Previous helpdesk experience ITILv4 Microsoft Certifications Any SQL/Linux knowledge Any Office 365, SharePoint, Azure experience Any programming/scripting experience Any experience of virtualisation i.e. VMWare, Hyper V By joining us you can expect: Autonomy to develop and grow your skills and experience Be part of exciting project work that is making a difference in society Strong, inspiring and thought provoking leadership A supportive and collaborative environment. As well as this, we offer: Development access to LinkedIn Learning, a management development programme and training Wellness 24/7 Confidential employee assistance programme Social - Breakfast Tuesdays, Thirsty Thursdays and Pizza on the last Thursday of each month as well as commitment to charitable causes Time off 25 days a year Pension Salary Exchange Scheme with 4% employer contribution and 5% employee contribution Life Assurance of 4 times base salary Private Medical Insurance which is non contributory (spouse and dependants included) Worldwide Travel Insurance which is non contributory (spouse and dependants included)
25/05/2026
Full time
Methods Business and Digital Technology Limited Methods is a £100M+ IT Services Consultancy who has partnered with a range of central government departments and agencies to transform the way the public sector operates in the UK. Established over 30 years ago and UK-based, we apply our skills in transformation, delivery, and collaboration from across the Methods Group, to create end-to-end business and technical solutions that are people centred, safe, and designed for the future. Our human touch sets us apart from other consultancies, system integrators and software houses - with people, technology, and data at the heart of who we are, we believe in creating value and sustainability through everything we do for our clients, staff, communities, and the planet. We support our clients in the success of their projects while working collaboratively to share skill sets and solve problems. At Methods we have fun while working hard; we are not afraid of making mistakes and learning from them. Predominantly focused on the public sector, Methods is now building a significant private sector client portfolio. Methods was acquired by the Alten Group in early 2022. The Service Desk Analyst is there to achieve the resolution (both reactive and proactive) of problems throughout the information system lifecycle, including classification, prioritisation and initiation of action, documentation of root causes and implementation of remedies to prevent future incidents. They also process and coordinate appropriate and timely responses to incident reports, including the channeling of requests for help to appropriate functions for resolution, monitoring resolution activity, and keeping customers appraised of progress towards service restoration. Accountabilities Timely answering of support queries from multiple channels Promptly escalating issues to the relevant party to ensure progression Communicate relevant updates in daily "stand ups" and as requested Share knowledge with team members Responsibilities Provide consistent high quality support to internal and external customers, taking ownership of user problems and proactively dealing with any issues preventing resolution. Maintain awareness of all relevant Service Level Agreements Deliver a high standard of customer service for all support queries Maintain accurate records of customer interactions, capturing sufficiently detailed information from customers. Undertake server patching in line with agreed processes. Update records of customer environments to reflect actions taken Respond in a timely manner to proactive monitoring alerts to meet contractual Service Level Agreements. Carry out daily checks on customer environments, where required. Contribute to knowledge bases, writing/reviewing technical knowledge articles, where relevant Attend weekly meetings with customer technical staff, where required. Visit customer sites when required. Any other duties as and when required commensurate with organisational position Essential Requirements Strong analytical and problem solving skills, with the ability to identify root causes in complex scenarios. Excellent communication skills via various channels. Ability to clearly communicate technical information to a non technical audience. Learn quickly and keep up to date with the latest technology advancements. Work under own initiative, while demonstrating effective teamwork. Demonstrate flexibility and adaptability to meet the needs of demanding workloads. Deliver high quality work within the expected timescale to meet customer service level expectations. Have a broad knowledge of server and desktop operating systems, networks and office systems, plus Microsoft cloud offerings. Embrace a passion for IT and technology. A proven focus and ability to deliver effective customer service, achieving high levels of customer satisfaction through professional attitudes and consideration towards the customer's own knowledge. Willingness and ability to work during weekends and out of hours when necessary (additional compensation for these hours of working will apply in line with T&Cs). Desirable Requirements Previous helpdesk experience ITILv4 Microsoft Certifications Any SQL/Linux knowledge Any Office 365, SharePoint, Azure experience Any programming/scripting experience Any experience of virtualisation i.e. VMWare, Hyper V By joining us you can expect: Autonomy to develop and grow your skills and experience Be part of exciting project work that is making a difference in society Strong, inspiring and thought provoking leadership A supportive and collaborative environment. As well as this, we offer: Development access to LinkedIn Learning, a management development programme and training Wellness 24/7 Confidential employee assistance programme Social - Breakfast Tuesdays, Thirsty Thursdays and Pizza on the last Thursday of each month as well as commitment to charitable causes Time off 25 days a year Pension Salary Exchange Scheme with 4% employer contribution and 5% employee contribution Life Assurance of 4 times base salary Private Medical Insurance which is non contributory (spouse and dependants included) Worldwide Travel Insurance which is non contributory (spouse and dependants included)
Service Desk Analyst - Shared Services
Methods Business and Digital Technology Leeds, Yorkshire
Methods Business and Digital Technology Limited Methods is a £100M+ IT Services Consultancy who has partnered with a range of central government departments and agencies to transform the way the public sector operates in the UK. Established over 30 years ago and UK-based, we apply our skills in transformation, delivery, and collaboration from across the Methods Group, to create end-to-end business and technical solutions that are people centred, safe, and designed for the future. Our human touch sets us apart from other consultancies, system integrators and software houses - with people, technology, and data at the heart of who we are, we believe in creating value and sustainability through everything we do for our clients, staff, communities, and the planet. We support our clients in the success of their projects while working collaboratively to share skill sets and solve problems. At Methods we have fun while working hard; we are not afraid of making mistakes and learning from them. Predominantly focused on the public sector, Methods is now building a significant private sector client portfolio. Methods was acquired by the Alten Group in early 2022. The Service Desk Analyst is there to achieve the resolution (both reactive and proactive) of problems throughout the information system lifecycle, including classification, prioritisation and initiation of action, documentation of root causes and implementation of remedies to prevent future incidents. They also process and coordinate appropriate and timely responses to incident reports, including the channeling of requests for help to appropriate functions for resolution, monitoring resolution activity, and keeping customers appraised of progress towards service restoration. Accountabilities Timely answering of support queries from multiple channels Promptly escalating issues to the relevant party to ensure progression Communicate relevant updates in daily "stand ups" and as requested Share knowledge with team members Responsibilities Provide consistent high quality support to internal and external customers, taking ownership of user problems and proactively dealing with any issues preventing resolution. Maintain awareness of all relevant Service Level Agreements Deliver a high standard of customer service for all support queries Maintain accurate records of customer interactions, capturing sufficiently detailed information from customers. Undertake server patching in line with agreed processes. Update records of customer environments to reflect actions taken Respond in a timely manner to proactive monitoring alerts to meet contractual Service Level Agreements. Carry out daily checks on customer environments, where required. Contribute to knowledge bases, writing/reviewing technical knowledge articles, where relevant Attend weekly meetings with customer technical staff, where required. Visit customer sites when required. Any other duties as and when required commensurate with organisational position Essential Requirements Strong analytical and problem solving skills, with the ability to identify root causes in complex scenarios. Excellent communication skills via various channels. Ability to clearly communicate technical information to a non technical audience. Learn quickly and keep up to date with the latest technology advancements. Work under own initiative, while demonstrating effective teamwork. Demonstrate flexibility and adaptability to meet the needs of demanding workloads. Deliver high quality work within the expected timescale to meet customer service level expectations. Have a broad knowledge of server and desktop operating systems, networks and office systems, plus Microsoft cloud offerings. Embrace a passion for IT and technology. A proven focus and ability to deliver effective customer service, achieving high levels of customer satisfaction through professional attitudes and consideration towards the customer's own knowledge. Willingness and ability to work during weekends and out of hours when necessary (additional compensation for these hours of working will apply in line with T&Cs). Desirable Requirements Previous helpdesk experience ITILv4 Microsoft Certifications Any SQL/Linux knowledge Any Office 365, SharePoint, Azure experience Any programming/scripting experience Any experience of virtualisation i.e. VMWare, Hyper V By joining us you can expect: Autonomy to develop and grow your skills and experience Be part of exciting project work that is making a difference in society Strong, inspiring and thought provoking leadership A supportive and collaborative environment. As well as this, we offer: Development access to LinkedIn Learning, a management development programme and training Wellness 24/7 Confidential employee assistance programme Social - Breakfast Tuesdays, Thirsty Thursdays and Pizza on the last Thursday of each month as well as commitment to charitable causes Time off 25 days a year Pension Salary Exchange Scheme with 4% employer contribution and 5% employee contribution Life Assurance of 4 times base salary Private Medical Insurance which is non contributory (spouse and dependants included) Worldwide Travel Insurance which is non contributory (spouse and dependants included)
24/05/2026
Full time
Methods Business and Digital Technology Limited Methods is a £100M+ IT Services Consultancy who has partnered with a range of central government departments and agencies to transform the way the public sector operates in the UK. Established over 30 years ago and UK-based, we apply our skills in transformation, delivery, and collaboration from across the Methods Group, to create end-to-end business and technical solutions that are people centred, safe, and designed for the future. Our human touch sets us apart from other consultancies, system integrators and software houses - with people, technology, and data at the heart of who we are, we believe in creating value and sustainability through everything we do for our clients, staff, communities, and the planet. We support our clients in the success of their projects while working collaboratively to share skill sets and solve problems. At Methods we have fun while working hard; we are not afraid of making mistakes and learning from them. Predominantly focused on the public sector, Methods is now building a significant private sector client portfolio. Methods was acquired by the Alten Group in early 2022. The Service Desk Analyst is there to achieve the resolution (both reactive and proactive) of problems throughout the information system lifecycle, including classification, prioritisation and initiation of action, documentation of root causes and implementation of remedies to prevent future incidents. They also process and coordinate appropriate and timely responses to incident reports, including the channeling of requests for help to appropriate functions for resolution, monitoring resolution activity, and keeping customers appraised of progress towards service restoration. Accountabilities Timely answering of support queries from multiple channels Promptly escalating issues to the relevant party to ensure progression Communicate relevant updates in daily "stand ups" and as requested Share knowledge with team members Responsibilities Provide consistent high quality support to internal and external customers, taking ownership of user problems and proactively dealing with any issues preventing resolution. Maintain awareness of all relevant Service Level Agreements Deliver a high standard of customer service for all support queries Maintain accurate records of customer interactions, capturing sufficiently detailed information from customers. Undertake server patching in line with agreed processes. Update records of customer environments to reflect actions taken Respond in a timely manner to proactive monitoring alerts to meet contractual Service Level Agreements. Carry out daily checks on customer environments, where required. Contribute to knowledge bases, writing/reviewing technical knowledge articles, where relevant Attend weekly meetings with customer technical staff, where required. Visit customer sites when required. Any other duties as and when required commensurate with organisational position Essential Requirements Strong analytical and problem solving skills, with the ability to identify root causes in complex scenarios. Excellent communication skills via various channels. Ability to clearly communicate technical information to a non technical audience. Learn quickly and keep up to date with the latest technology advancements. Work under own initiative, while demonstrating effective teamwork. Demonstrate flexibility and adaptability to meet the needs of demanding workloads. Deliver high quality work within the expected timescale to meet customer service level expectations. Have a broad knowledge of server and desktop operating systems, networks and office systems, plus Microsoft cloud offerings. Embrace a passion for IT and technology. A proven focus and ability to deliver effective customer service, achieving high levels of customer satisfaction through professional attitudes and consideration towards the customer's own knowledge. Willingness and ability to work during weekends and out of hours when necessary (additional compensation for these hours of working will apply in line with T&Cs). Desirable Requirements Previous helpdesk experience ITILv4 Microsoft Certifications Any SQL/Linux knowledge Any Office 365, SharePoint, Azure experience Any programming/scripting experience Any experience of virtualisation i.e. VMWare, Hyper V By joining us you can expect: Autonomy to develop and grow your skills and experience Be part of exciting project work that is making a difference in society Strong, inspiring and thought provoking leadership A supportive and collaborative environment. As well as this, we offer: Development access to LinkedIn Learning, a management development programme and training Wellness 24/7 Confidential employee assistance programme Social - Breakfast Tuesdays, Thirsty Thursdays and Pizza on the last Thursday of each month as well as commitment to charitable causes Time off 25 days a year Pension Salary Exchange Scheme with 4% employer contribution and 5% employee contribution Life Assurance of 4 times base salary Private Medical Insurance which is non contributory (spouse and dependants included) Worldwide Travel Insurance which is non contributory (spouse and dependants included)
MOTT MACDONALD
IT Team Lead - Desktop Services
MOTT MACDONALD City, Newcastle Upon Tyne
Location/s: Newcastle, UK Recruiter contact: Alice Roostan Overview of the role The Desktop Services Team Lead will play a pivotal role in ensuring that our Desktop Services employees are fully focused on maintaining high level customer service while adhering to Mott MacDonald's policies and procedures. Working closely with IT Operations Centre Management, the Desktop Services Team lead will oversee the day-to-day operation of the 2nd line IT Support Service. Key duties and responsibilities include: Manage and monitor operational activities covering OLAs, SLTs in line with our KPI's Maintain our high levels of customer service experience whilst liaising with other delivery teams Effectively manage communications for high impact incidents and elevate as required Develop the skills and knowledge of the Desktop Services Analyst, through quarterly connected conversations and monthly 1:1 meetings Support the MI managements process and disaster recovery operations to ensure early resolution and closure by working in coordination with various teams and leads Manage quality audits, coordinate induction training, performance improvement plans Maintain, contribute and develop the content in the service desk SharePoint site to evolve and deliver improved services to the customer and the business Ensure compliance to incident, request management process, timely resolution, closure, working in coordination with various teams and leads Manage support staff per shift to deliver effective support, managing & monitoring shift roster, assign short term work schedules for timely completion Knowledge of basic software, networking, and hosting concepts Working knowledge of active directory, O365, MS Outlook, MS Exchange and Teams Demonstrated problem solving skills Knowledge of people management Knowledge of ITIL Service Management best practices High level knowledge of endpoint hardware, networking and hosting concepts Exceptional written and verbal communication skills Previous experience working in a corporate IT team Experience in working in a fast-paced organisation Experience in a team lead role, ideally in service delivery / operations / end point computing support Graduate or equivalent qualification ideally in an IT related discipline Experience of working for a global organisation Personal attributes Passionate about technology and learning Ability to balance demands and priorities and think clearly under pressure Attention to detail and a focus on quality Excellent conflict resolution, communication, and collaboration skills Logical and analytical approach to solving problems UK Immigration Mott MacDonald Ltd. are not currently offering sponsorship to candidates under the Skilled Worker visa route in the UK. This decision is as a consequence of the changes made to the Skilled Worker route by the UK Government in April 2024. We continue to welcome applications from candidates who are eligible for alternative immigration routes in the UK, that do not require sponsorship as a Skilled Worker now or in future. Equality, diversity, and inclusion We put equality, diversity, and inclusion at the heart of our business, seeking to promote fair employment procedures and practices to ensure equal opportunities for all. We encourage individual expression in our workplace and are committed to creating an inclusive environment where everyone feels they can contribute. Accessibility We want you to perform your best at every stage in the recruitment process. If you are disabled or need any support to enable you to apply or attend an interview, please contact us at and we will talk to you about how we can support you. Benefits Financial wellbeing We match employee pension contributions between 4.5% and 7%. Life assurance equal up to 4 x your basic salary, with an option to increase the level of cover to 6 x your salary. Our income protection scheme provides a financial benefit, as well as absence and return to work support due to long-term illness or injury. Flexible benefits, including increased life assurance cover, critical illness insurance, payroll saving and will writing. As an independently owned business we share the financial success of the business with all our colleagues in various ways including annual bonus schemes. Employee Ownership Our employee ownership model means no external investors, just us, creating a culture of shared success. Our employees have a stake and a voice in our business, giving them a direct connection to our success through our personal and group performance bonuses. As your career grows, so does your stake, recognising your long-term impact and contribution. Your voice matters, with the opportunity to connect directly with senior leadership through formal channels to help shape our future. For our senior roles you will have a direct pathway towards ownership from day one. Health and wellbeing Private medical insurance for all UK colleagues. Health cash plan to support you with every day health costs and treatments. Access to Peppy, providing free support from menopause experts for all UK colleagues. A variety of wellbeing support is available through our comprehensive wellbeing program, including access for you and your family. Ability to flex your salary to opt into a wide range of health benefits, many of which can be extended to your family too. Lifestyle A minimum of 33-35 days holiday each year, inclusive of public holidays and dependent on level, with the ability to buy or sell leave through our flexible benefits programme. Holiday entitlement increased to a minimum of 35 days after 5 years' service. Variety of employee saving schemes and discounts from high-street retailers. Enhanced family and carers leave Enhanced family leave policies, including 26 weeks paid maternity and adoption leave, and two weeks paid paternity/partner leave. Our shared parental leave matches maternity leave meaning we pay up to 24 weeks at full pay. Up to five additional days leave are provided for those with significant caring responsibilities, two of which are paid. Learning and development Primary annual professional institution subscription. A broad range of opportunities to enhance both technical and soft skills through mentoring, formal training, and self-development options. Networks, communities, and social outcomes Join a wide range of groups including our Advanced Employee Networks which support our LGBTQ+, gender, race and ethnicity, disability, and parents/carers communities.
24/05/2026
Full time
Location/s: Newcastle, UK Recruiter contact: Alice Roostan Overview of the role The Desktop Services Team Lead will play a pivotal role in ensuring that our Desktop Services employees are fully focused on maintaining high level customer service while adhering to Mott MacDonald's policies and procedures. Working closely with IT Operations Centre Management, the Desktop Services Team lead will oversee the day-to-day operation of the 2nd line IT Support Service. Key duties and responsibilities include: Manage and monitor operational activities covering OLAs, SLTs in line with our KPI's Maintain our high levels of customer service experience whilst liaising with other delivery teams Effectively manage communications for high impact incidents and elevate as required Develop the skills and knowledge of the Desktop Services Analyst, through quarterly connected conversations and monthly 1:1 meetings Support the MI managements process and disaster recovery operations to ensure early resolution and closure by working in coordination with various teams and leads Manage quality audits, coordinate induction training, performance improvement plans Maintain, contribute and develop the content in the service desk SharePoint site to evolve and deliver improved services to the customer and the business Ensure compliance to incident, request management process, timely resolution, closure, working in coordination with various teams and leads Manage support staff per shift to deliver effective support, managing & monitoring shift roster, assign short term work schedules for timely completion Knowledge of basic software, networking, and hosting concepts Working knowledge of active directory, O365, MS Outlook, MS Exchange and Teams Demonstrated problem solving skills Knowledge of people management Knowledge of ITIL Service Management best practices High level knowledge of endpoint hardware, networking and hosting concepts Exceptional written and verbal communication skills Previous experience working in a corporate IT team Experience in working in a fast-paced organisation Experience in a team lead role, ideally in service delivery / operations / end point computing support Graduate or equivalent qualification ideally in an IT related discipline Experience of working for a global organisation Personal attributes Passionate about technology and learning Ability to balance demands and priorities and think clearly under pressure Attention to detail and a focus on quality Excellent conflict resolution, communication, and collaboration skills Logical and analytical approach to solving problems UK Immigration Mott MacDonald Ltd. are not currently offering sponsorship to candidates under the Skilled Worker visa route in the UK. This decision is as a consequence of the changes made to the Skilled Worker route by the UK Government in April 2024. We continue to welcome applications from candidates who are eligible for alternative immigration routes in the UK, that do not require sponsorship as a Skilled Worker now or in future. Equality, diversity, and inclusion We put equality, diversity, and inclusion at the heart of our business, seeking to promote fair employment procedures and practices to ensure equal opportunities for all. We encourage individual expression in our workplace and are committed to creating an inclusive environment where everyone feels they can contribute. Accessibility We want you to perform your best at every stage in the recruitment process. If you are disabled or need any support to enable you to apply or attend an interview, please contact us at and we will talk to you about how we can support you. Benefits Financial wellbeing We match employee pension contributions between 4.5% and 7%. Life assurance equal up to 4 x your basic salary, with an option to increase the level of cover to 6 x your salary. Our income protection scheme provides a financial benefit, as well as absence and return to work support due to long-term illness or injury. Flexible benefits, including increased life assurance cover, critical illness insurance, payroll saving and will writing. As an independently owned business we share the financial success of the business with all our colleagues in various ways including annual bonus schemes. Employee Ownership Our employee ownership model means no external investors, just us, creating a culture of shared success. Our employees have a stake and a voice in our business, giving them a direct connection to our success through our personal and group performance bonuses. As your career grows, so does your stake, recognising your long-term impact and contribution. Your voice matters, with the opportunity to connect directly with senior leadership through formal channels to help shape our future. For our senior roles you will have a direct pathway towards ownership from day one. Health and wellbeing Private medical insurance for all UK colleagues. Health cash plan to support you with every day health costs and treatments. Access to Peppy, providing free support from menopause experts for all UK colleagues. A variety of wellbeing support is available through our comprehensive wellbeing program, including access for you and your family. Ability to flex your salary to opt into a wide range of health benefits, many of which can be extended to your family too. Lifestyle A minimum of 33-35 days holiday each year, inclusive of public holidays and dependent on level, with the ability to buy or sell leave through our flexible benefits programme. Holiday entitlement increased to a minimum of 35 days after 5 years' service. Variety of employee saving schemes and discounts from high-street retailers. Enhanced family and carers leave Enhanced family leave policies, including 26 weeks paid maternity and adoption leave, and two weeks paid paternity/partner leave. Our shared parental leave matches maternity leave meaning we pay up to 24 weeks at full pay. Up to five additional days leave are provided for those with significant caring responsibilities, two of which are paid. Learning and development Primary annual professional institution subscription. A broad range of opportunities to enhance both technical and soft skills through mentoring, formal training, and self-development options. Networks, communities, and social outcomes Join a wide range of groups including our Advanced Employee Networks which support our LGBTQ+, gender, race and ethnicity, disability, and parents/carers communities.
Service Desk Analyst - Shared Services
Methods Business and Digital Technology
Methods Business and Digital Technology Limited Methods is a £100M+ IT Services Consultancy who has partnered with a range of central government departments and agencies to transform the way the public sector operates in the UK. Established over 30 years ago and UK-based, we apply our skills in transformation, delivery, and collaboration from across the Methods Group, to create end-to-end business and technical solutions that are people centred, safe, and designed for the future. Our human touch sets us apart from other consultancies, system integrators and software houses - with people, technology, and data at the heart of who we are, we believe in creating value and sustainability through everything we do for our clients, staff, communities, and the planet. We support our clients in the success of their projects while working collaboratively to share skill sets and solve problems. At Methods we have fun while working hard; we are not afraid of making mistakes and learning from them. Predominantly focused on the public sector, Methods is now building a significant private sector client portfolio. Methods was acquired by the Alten Group in early 2022. The Service Desk Analyst is there to achieve the resolution (both reactive and proactive) of problems throughout the information system lifecycle, including classification, prioritisation and initiation of action, documentation of root causes and implementation of remedies to prevent future incidents. They also process and coordinate appropriate and timely responses to incident reports, including the channeling of requests for help to appropriate functions for resolution, monitoring resolution activity, and keeping customers appraised of progress towards service restoration. Accountabilities Timely answering of support queries from multiple channels Promptly escalating issues to the relevant party to ensure progression Communicate relevant updates in daily "stand ups" and as requested Share knowledge with team members Responsibilities Provide consistent high quality support to internal and external customers, taking ownership of user problems and proactively dealing with any issues preventing resolution. Maintain awareness of all relevant Service Level Agreements Deliver a high standard of customer service for all support queries Maintain accurate records of customer interactions, capturing sufficiently detailed information from customers. Undertake server patching in line with agreed processes. Update records of customer environments to reflect actions taken Respond in a timely manner to proactive monitoring alerts to meet contractual Service Level Agreements. Carry out daily checks on customer environments, where required. Contribute to knowledge bases, writing/reviewing technical knowledge articles, where relevant Attend weekly meetings with customer technical staff, where required. Visit customer sites when required. Any other duties as and when required commensurate with organisational position Essential Requirements Strong analytical and problem solving skills, with the ability to identify root causes in complex scenarios. Excellent communication skills via various channels. Ability to clearly communicate technical information to a non technical audience. Learn quickly and keep up to date with the latest technology advancements. Work under own initiative, while demonstrating effective teamwork. Demonstrate flexibility and adaptability to meet the needs of demanding workloads. Deliver high quality work within the expected timescale to meet customer service level expectations. Have a broad knowledge of server and desktop operating systems, networks and office systems, plus Microsoft cloud offerings. Embrace a passion for IT and technology. A proven focus and ability to deliver effective customer service, achieving high levels of customer satisfaction through professional attitudes and consideration towards the customer's own knowledge. Willingness and ability to work during weekends and out of hours when necessary (additional compensation for these hours of working will apply in line with T&Cs). Desirable Requirements Previous helpdesk experience ITILv4 Microsoft Certifications Any SQL/Linux knowledge Any Office 365, SharePoint, Azure experience Any programming/scripting experience Any experience of virtualisation i.e. VMWare, Hyper V By joining us you can expect: Autonomy to develop and grow your skills and experience Be part of exciting project work that is making a difference in society Strong, inspiring and thought provoking leadership A supportive and collaborative environment. As well as this, we offer: Development access to LinkedIn Learning, a management development programme and training Wellness 24/7 Confidential employee assistance programme Social - Breakfast Tuesdays, Thirsty Thursdays and Pizza on the last Thursday of each month as well as commitment to charitable causes Time off 25 days a year Pension Salary Exchange Scheme with 4% employer contribution and 5% employee contribution Life Assurance of 4 times base salary Private Medical Insurance which is non contributory (spouse and dependants included) Worldwide Travel Insurance which is non contributory (spouse and dependants included)
23/05/2026
Full time
Methods Business and Digital Technology Limited Methods is a £100M+ IT Services Consultancy who has partnered with a range of central government departments and agencies to transform the way the public sector operates in the UK. Established over 30 years ago and UK-based, we apply our skills in transformation, delivery, and collaboration from across the Methods Group, to create end-to-end business and technical solutions that are people centred, safe, and designed for the future. Our human touch sets us apart from other consultancies, system integrators and software houses - with people, technology, and data at the heart of who we are, we believe in creating value and sustainability through everything we do for our clients, staff, communities, and the planet. We support our clients in the success of their projects while working collaboratively to share skill sets and solve problems. At Methods we have fun while working hard; we are not afraid of making mistakes and learning from them. Predominantly focused on the public sector, Methods is now building a significant private sector client portfolio. Methods was acquired by the Alten Group in early 2022. The Service Desk Analyst is there to achieve the resolution (both reactive and proactive) of problems throughout the information system lifecycle, including classification, prioritisation and initiation of action, documentation of root causes and implementation of remedies to prevent future incidents. They also process and coordinate appropriate and timely responses to incident reports, including the channeling of requests for help to appropriate functions for resolution, monitoring resolution activity, and keeping customers appraised of progress towards service restoration. Accountabilities Timely answering of support queries from multiple channels Promptly escalating issues to the relevant party to ensure progression Communicate relevant updates in daily "stand ups" and as requested Share knowledge with team members Responsibilities Provide consistent high quality support to internal and external customers, taking ownership of user problems and proactively dealing with any issues preventing resolution. Maintain awareness of all relevant Service Level Agreements Deliver a high standard of customer service for all support queries Maintain accurate records of customer interactions, capturing sufficiently detailed information from customers. Undertake server patching in line with agreed processes. Update records of customer environments to reflect actions taken Respond in a timely manner to proactive monitoring alerts to meet contractual Service Level Agreements. Carry out daily checks on customer environments, where required. Contribute to knowledge bases, writing/reviewing technical knowledge articles, where relevant Attend weekly meetings with customer technical staff, where required. Visit customer sites when required. Any other duties as and when required commensurate with organisational position Essential Requirements Strong analytical and problem solving skills, with the ability to identify root causes in complex scenarios. Excellent communication skills via various channels. Ability to clearly communicate technical information to a non technical audience. Learn quickly and keep up to date with the latest technology advancements. Work under own initiative, while demonstrating effective teamwork. Demonstrate flexibility and adaptability to meet the needs of demanding workloads. Deliver high quality work within the expected timescale to meet customer service level expectations. Have a broad knowledge of server and desktop operating systems, networks and office systems, plus Microsoft cloud offerings. Embrace a passion for IT and technology. A proven focus and ability to deliver effective customer service, achieving high levels of customer satisfaction through professional attitudes and consideration towards the customer's own knowledge. Willingness and ability to work during weekends and out of hours when necessary (additional compensation for these hours of working will apply in line with T&Cs). Desirable Requirements Previous helpdesk experience ITILv4 Microsoft Certifications Any SQL/Linux knowledge Any Office 365, SharePoint, Azure experience Any programming/scripting experience Any experience of virtualisation i.e. VMWare, Hyper V By joining us you can expect: Autonomy to develop and grow your skills and experience Be part of exciting project work that is making a difference in society Strong, inspiring and thought provoking leadership A supportive and collaborative environment. As well as this, we offer: Development access to LinkedIn Learning, a management development programme and training Wellness 24/7 Confidential employee assistance programme Social - Breakfast Tuesdays, Thirsty Thursdays and Pizza on the last Thursday of each month as well as commitment to charitable causes Time off 25 days a year Pension Salary Exchange Scheme with 4% employer contribution and 5% employee contribution Life Assurance of 4 times base salary Private Medical Insurance which is non contributory (spouse and dependants included) Worldwide Travel Insurance which is non contributory (spouse and dependants included)
IT Service Desk Analyst
School Result
IT Service Desk Analyst - £41,500-£45,294/yr Permanent City of Westminster UK Export Finance Overview UK Export Finance (UKEF) is hiring an IT Service Desk Analyst to join its Digital, Data and Technology Division in Westminster, London. This is a permanent, full-time role offering a competitive salary and a generous Civil Service pension contribution of 28.97%. The position is ideal for IT professionals with strong service desk experience and a passion for delivering excellent customer support. About UK Export Finance UKEF is the UK's export credit agency, supporting British businesses in global markets. The Digital, Data and Technology Division provides critical IT infrastructure, bespoke software development, and enterprise architecture services to over 500 users across the department. The IT Operations team is focused on delivering a first-class employee experience through seamless technology support. Role Summary As an IT Service Desk Analyst, you'll provide daily IT support to over 500 colleagues both onsite and remotely. You'll manage incidents, maintain devices, and ensure SLAs and customer satisfaction targets are consistently met. The role requires a mix of technical expertise, customer service, and collaborative teamwork. Key Responsibilities Provide IT support for desktops, laptops, tablets, mobile devices, and meeting room equipment Manage incidents and service requests, ensuring SLAs are met Support Microsoft technologies: Office 365, Azure, Intune, Active Directory Maintain accurate asset and inventory records Diagnose and resolve hardware/software faults Document procedures, configurations, and best practices Collaborate with stakeholders, suppliers, and customers to understand business needs Be available for out-of-hours support when required Required Knowledge & Skills Familiarity with Microsoft Office 365, Azure, Intune, Windows 10 Understanding of device deployment and support Awareness of ITIL principles, CMDB, and basic networking Knowledge of user account issues, NTFS permissions, shared drives, and email filtering Strong written and verbal communication skills Ability to explain technical issues to non-technical users Experience managing incidents and documenting procedures Comfortable working independently and as part of a team Experience Proven experience in service desk operations Track record of resolving user account and application issues Experience in hardware and mobile device deployment Familiarity with incident escalation and supplier coordination Behaviours Assessed Working Together Communicating and Influencing Technical Skills Assessed Troubleshooting printing issues and restarting relevant services Granting access to shared mailboxes in Outlook or Office 365 Assessed against the Government Digital and Data Profession Capability Framework - Service Desk Analyst Compensation & Benefits Salary: £41,500-£45,294 per year Pension: Civil Service Defined Benefit Pension with £12,022 employer contribution Working Pattern: Flexible working, full-time, compressed hours Location: City of Westminster, SW1A 2HQ Learning & Development tailored to your role Inclusive and diverse work culture Why Join UKEF? Be part of a dynamic government department Access flexible working arrangements Receive structured training and development Enjoy a collaborative and inclusive environment Make a real impact on the UK's global trade efforts
22/05/2026
Full time
IT Service Desk Analyst - £41,500-£45,294/yr Permanent City of Westminster UK Export Finance Overview UK Export Finance (UKEF) is hiring an IT Service Desk Analyst to join its Digital, Data and Technology Division in Westminster, London. This is a permanent, full-time role offering a competitive salary and a generous Civil Service pension contribution of 28.97%. The position is ideal for IT professionals with strong service desk experience and a passion for delivering excellent customer support. About UK Export Finance UKEF is the UK's export credit agency, supporting British businesses in global markets. The Digital, Data and Technology Division provides critical IT infrastructure, bespoke software development, and enterprise architecture services to over 500 users across the department. The IT Operations team is focused on delivering a first-class employee experience through seamless technology support. Role Summary As an IT Service Desk Analyst, you'll provide daily IT support to over 500 colleagues both onsite and remotely. You'll manage incidents, maintain devices, and ensure SLAs and customer satisfaction targets are consistently met. The role requires a mix of technical expertise, customer service, and collaborative teamwork. Key Responsibilities Provide IT support for desktops, laptops, tablets, mobile devices, and meeting room equipment Manage incidents and service requests, ensuring SLAs are met Support Microsoft technologies: Office 365, Azure, Intune, Active Directory Maintain accurate asset and inventory records Diagnose and resolve hardware/software faults Document procedures, configurations, and best practices Collaborate with stakeholders, suppliers, and customers to understand business needs Be available for out-of-hours support when required Required Knowledge & Skills Familiarity with Microsoft Office 365, Azure, Intune, Windows 10 Understanding of device deployment and support Awareness of ITIL principles, CMDB, and basic networking Knowledge of user account issues, NTFS permissions, shared drives, and email filtering Strong written and verbal communication skills Ability to explain technical issues to non-technical users Experience managing incidents and documenting procedures Comfortable working independently and as part of a team Experience Proven experience in service desk operations Track record of resolving user account and application issues Experience in hardware and mobile device deployment Familiarity with incident escalation and supplier coordination Behaviours Assessed Working Together Communicating and Influencing Technical Skills Assessed Troubleshooting printing issues and restarting relevant services Granting access to shared mailboxes in Outlook or Office 365 Assessed against the Government Digital and Data Profession Capability Framework - Service Desk Analyst Compensation & Benefits Salary: £41,500-£45,294 per year Pension: Civil Service Defined Benefit Pension with £12,022 employer contribution Working Pattern: Flexible working, full-time, compressed hours Location: City of Westminster, SW1A 2HQ Learning & Development tailored to your role Inclusive and diverse work culture Why Join UKEF? Be part of a dynamic government department Access flexible working arrangements Receive structured training and development Enjoy a collaborative and inclusive environment Make a real impact on the UK's global trade efforts
Business Analyst - Client Technology
Rex Technologies GmbH
About Marex Marex Group plc (NASDAQ: MRX) is a diversified global financial services platform providing essential liquidity, market access and infrastructure services to clients across energy, commodities and financial markets. The group provides comprehensive breadth and depth of coverage across four core services: clearing, agency and execution, market making, and hedging and investment solutions. It has a leading franchise in many major metals, energy and agricultural products, with access to 60 exchanges. The group provides access to the world's major commodity markets, covering a broad range of clients that include some of the largest commodity producers, consumers and traders, banks, hedge funds and asset managers. With more than 40 offices worldwide, the group has over 3,000 employees across Europe, Asia and the Americas. For more information visit Job Reference: VN2645 Department description Marex has unique access across markets with significant share globally both on and off exchange. The depth of knowledge amongst its teams and divisions provides its customers with clear advantage, and its technology-led service provides access to all major exchanges, order-flow management via screen, voice and DMA, plus award-winning data, insights and analytics. The Technology Department delivers differentiation, scalability and security for the business. Technology provides digital tools, software services and infrastructure globally to all business groups. Software development and support teams work in agile 'streams' aligned to specific business areas. Our other teams work enterprise-wide to provide critical services including our global service desk, network and system infrastructure, IT operations, security, enterprise architecture and design. The Business Technology function ensures delivery of Technology services to each Marex business area. We partner with the business to optimise their technology stack, prioritise their strategic technology roadmap and drive their software delivery lifecycle. We define and agree change initiatives with the organisation's business areas and then coordinate delivery against specific acceptance criteria. Each Business Technology team is aligned to one of Marex's business divisions and works with a corresponding Development team and Application Support team. A global team of implementation resources coordinate and support the technology business streams with delivery. Role Summary A Business Analyst within Client Technology partners with Front Office, Operations, Compliance, Risk, Client Services and Technology teams to shape and deliver improvements to client-facing technology and associated processes. The role focuses on capturing and refining requirements, mapping end-to-end client journeys, and translating business needs into clear deliverables for development, configuration and operational teams. The Business Analyst supports delivery from discovery through to implementation and business acceptance, coordinating with product owners, developers, QA and support to ensure solutions meet client needs and operational controls. They remain a key point of contact for stakeholders throughout the lifecycle, including during go live, hypercare and transition to BAU support. The Business Analyst will help Client Technology define, prioritise and deliver technology change that enhances the end-to-end client experience, improves service and operational efficiency, and supports scalable growth at Marex. The role will be aligned to the Client Technology workstream but is expected to collaborate across business streams where client journeys and shared platforms (data, reporting, digital channels and integration) intersect. Responsibilities Role specific Lead discovery and requirements definition for client technology change (client onboarding, client portals/digital channels, connectivity/integration, CRM and client data, reporting and communications). Analyse and document end-to-end client journeys and operating models, identifying pain points, control gaps and opportunities for automation/standardisation. Translate business needs into epics, features and user stories with clear acceptance criteria, data requirements and non-functional requirements (security, resilience, performance, auditability). Partner with Technology and Data teams to define data models, quality controls and governance for client data (including reference data, permissions and downstream consumption). Support delivery activities including backlog refinement, sprint ceremonies, UAT planning/execution, stakeholder demos, training and go-live readiness. Work closely with Development and Support to ensure changes are supportable, with clear runbooks/KBs, monitoring requirements and operational handover into BAU. Identify and assess improvement opportunities across client tooling and processes; propose options, quantify benefits, and support prioritisation using evidence and agreed success measures. Contribute to product and platform direction by evaluating solutions (build/buy/configure), documenting trade-offs, and ensuring alignment with enterprise architecture and standards. Maintain clear documentation (process maps, requirements, data definitions, test evidence) and provide transparent reporting of scope, progress, dependencies, risks and decisions. Coordinate delivery across multiple teams (development, QA, infrastructure, security, vendors) to ensure outcomes are delivered on time, on budget and to agreed quality. Build and maintain effective relationships with senior business and technology stakeholders, ensuring alignment on objectives, scope, priorities and delivery outcomes. All staff Ensure compliance with the company's regulatory requirements under the FCA. Adhere to the operational risk framework for your role ensuring that all regulatory or company determined parameters are complied with. Role model for demonstrating highest level standards of integrity and conduct and reflecting Company Values. At all times comply with the FCA's Code of Conduct. Ensure that you are fully aware of and adhere to internal policies that relate to you, your role or any other activities for which you have any level of responsibility. Report any breaches of policy to Compliance and/ or your supervisor as required. Escalate risk events immediately. Provide input to risk management processes, as required. Competencies Self-starter. A collaborative team player, approachable, self-efficient and influences a positive work environment. Demonstrates curiosity. Resilient in a challenging, fast-paced environment. Excels at building relationships, networking and influencing others. Strategic collaborator with insight and agility, able to anticipate future challenges, ensuring operational effectiveness. Skills and Experience Essential Strong Business Analysis capability and deliverables in an Agile delivery environment (workshops, process mapping, epics/user stories, acceptance criteria, test support). Experience working on client-facing technology and/or client lifecycle processes (e.g., onboarding, client portals/digital channels, client service tooling, communications). Ability to analyse complex processes, data flows and systems, including upstream/downstream impacts across integrations and shared platforms. Strong delivery coordination skills (planning, dependency management, risks/issues, and working across development, QA, support, security and vendors). Proven ability to manage and influence senior business and technology stakeholders, facilitating decisions and maintaining alignment on priorities and outcomes. Delivery-focused and outcome-driven, with a continuous improvement mindset and confidence using modern tooling (and, where appropriate and compliant, AI-assisted techniques) to improve quality and efficiency. Good understanding of controls in a regulated environment (data privacy, access management, auditability) and how these apply to client data and client-facing platforms. Desirable Agile / Scrum delivery experience, including working with product owners and development teams through the full SDLC. Knowledge of front-to-back client lifecycle in Financial Services (onboarding/KYC, client setup, entitlements, communications, service), and how technology enables these processes. Experience with integration patterns and tooling (APIs, messaging, file-based integration) and/or identity and access management concepts. Product / platform development experience, ideally on client-facing platforms (ports, CRM, onboarding tooling) with a focus on measurable client outcomes. Experience with service management and operational readiness (incident/problem/change, BAU handover, runbooks/knowledge base). Enterprise reporting and analytics (e.g., Power BI), including defining KPIs/MI for client experience, onboarding throughput and service performance. Excellent verbal and written communication skills, including workshop facilitation and producing clear documentation for both business and technical audiences. Experience working in a regulated environment and knowledge of the risk and compliance requirements associated with this. Conduct Rules You must: Act with integrity Act with due skill, care and diligence Be open and cooperative with the FCA, the PRA and other regulators Pay due regard to the interests of customers and treat them fairly . click apply for full job details
17/05/2026
Full time
About Marex Marex Group plc (NASDAQ: MRX) is a diversified global financial services platform providing essential liquidity, market access and infrastructure services to clients across energy, commodities and financial markets. The group provides comprehensive breadth and depth of coverage across four core services: clearing, agency and execution, market making, and hedging and investment solutions. It has a leading franchise in many major metals, energy and agricultural products, with access to 60 exchanges. The group provides access to the world's major commodity markets, covering a broad range of clients that include some of the largest commodity producers, consumers and traders, banks, hedge funds and asset managers. With more than 40 offices worldwide, the group has over 3,000 employees across Europe, Asia and the Americas. For more information visit Job Reference: VN2645 Department description Marex has unique access across markets with significant share globally both on and off exchange. The depth of knowledge amongst its teams and divisions provides its customers with clear advantage, and its technology-led service provides access to all major exchanges, order-flow management via screen, voice and DMA, plus award-winning data, insights and analytics. The Technology Department delivers differentiation, scalability and security for the business. Technology provides digital tools, software services and infrastructure globally to all business groups. Software development and support teams work in agile 'streams' aligned to specific business areas. Our other teams work enterprise-wide to provide critical services including our global service desk, network and system infrastructure, IT operations, security, enterprise architecture and design. The Business Technology function ensures delivery of Technology services to each Marex business area. We partner with the business to optimise their technology stack, prioritise their strategic technology roadmap and drive their software delivery lifecycle. We define and agree change initiatives with the organisation's business areas and then coordinate delivery against specific acceptance criteria. Each Business Technology team is aligned to one of Marex's business divisions and works with a corresponding Development team and Application Support team. A global team of implementation resources coordinate and support the technology business streams with delivery. Role Summary A Business Analyst within Client Technology partners with Front Office, Operations, Compliance, Risk, Client Services and Technology teams to shape and deliver improvements to client-facing technology and associated processes. The role focuses on capturing and refining requirements, mapping end-to-end client journeys, and translating business needs into clear deliverables for development, configuration and operational teams. The Business Analyst supports delivery from discovery through to implementation and business acceptance, coordinating with product owners, developers, QA and support to ensure solutions meet client needs and operational controls. They remain a key point of contact for stakeholders throughout the lifecycle, including during go live, hypercare and transition to BAU support. The Business Analyst will help Client Technology define, prioritise and deliver technology change that enhances the end-to-end client experience, improves service and operational efficiency, and supports scalable growth at Marex. The role will be aligned to the Client Technology workstream but is expected to collaborate across business streams where client journeys and shared platforms (data, reporting, digital channels and integration) intersect. Responsibilities Role specific Lead discovery and requirements definition for client technology change (client onboarding, client portals/digital channels, connectivity/integration, CRM and client data, reporting and communications). Analyse and document end-to-end client journeys and operating models, identifying pain points, control gaps and opportunities for automation/standardisation. Translate business needs into epics, features and user stories with clear acceptance criteria, data requirements and non-functional requirements (security, resilience, performance, auditability). Partner with Technology and Data teams to define data models, quality controls and governance for client data (including reference data, permissions and downstream consumption). Support delivery activities including backlog refinement, sprint ceremonies, UAT planning/execution, stakeholder demos, training and go-live readiness. Work closely with Development and Support to ensure changes are supportable, with clear runbooks/KBs, monitoring requirements and operational handover into BAU. Identify and assess improvement opportunities across client tooling and processes; propose options, quantify benefits, and support prioritisation using evidence and agreed success measures. Contribute to product and platform direction by evaluating solutions (build/buy/configure), documenting trade-offs, and ensuring alignment with enterprise architecture and standards. Maintain clear documentation (process maps, requirements, data definitions, test evidence) and provide transparent reporting of scope, progress, dependencies, risks and decisions. Coordinate delivery across multiple teams (development, QA, infrastructure, security, vendors) to ensure outcomes are delivered on time, on budget and to agreed quality. Build and maintain effective relationships with senior business and technology stakeholders, ensuring alignment on objectives, scope, priorities and delivery outcomes. All staff Ensure compliance with the company's regulatory requirements under the FCA. Adhere to the operational risk framework for your role ensuring that all regulatory or company determined parameters are complied with. Role model for demonstrating highest level standards of integrity and conduct and reflecting Company Values. At all times comply with the FCA's Code of Conduct. Ensure that you are fully aware of and adhere to internal policies that relate to you, your role or any other activities for which you have any level of responsibility. Report any breaches of policy to Compliance and/ or your supervisor as required. Escalate risk events immediately. Provide input to risk management processes, as required. Competencies Self-starter. A collaborative team player, approachable, self-efficient and influences a positive work environment. Demonstrates curiosity. Resilient in a challenging, fast-paced environment. Excels at building relationships, networking and influencing others. Strategic collaborator with insight and agility, able to anticipate future challenges, ensuring operational effectiveness. Skills and Experience Essential Strong Business Analysis capability and deliverables in an Agile delivery environment (workshops, process mapping, epics/user stories, acceptance criteria, test support). Experience working on client-facing technology and/or client lifecycle processes (e.g., onboarding, client portals/digital channels, client service tooling, communications). Ability to analyse complex processes, data flows and systems, including upstream/downstream impacts across integrations and shared platforms. Strong delivery coordination skills (planning, dependency management, risks/issues, and working across development, QA, support, security and vendors). Proven ability to manage and influence senior business and technology stakeholders, facilitating decisions and maintaining alignment on priorities and outcomes. Delivery-focused and outcome-driven, with a continuous improvement mindset and confidence using modern tooling (and, where appropriate and compliant, AI-assisted techniques) to improve quality and efficiency. Good understanding of controls in a regulated environment (data privacy, access management, auditability) and how these apply to client data and client-facing platforms. Desirable Agile / Scrum delivery experience, including working with product owners and development teams through the full SDLC. Knowledge of front-to-back client lifecycle in Financial Services (onboarding/KYC, client setup, entitlements, communications, service), and how technology enables these processes. Experience with integration patterns and tooling (APIs, messaging, file-based integration) and/or identity and access management concepts. Product / platform development experience, ideally on client-facing platforms (ports, CRM, onboarding tooling) with a focus on measurable client outcomes. Experience with service management and operational readiness (incident/problem/change, BAU handover, runbooks/knowledge base). Enterprise reporting and analytics (e.g., Power BI), including defining KPIs/MI for client experience, onboarding throughput and service performance. Excellent verbal and written communication skills, including workshop facilitation and producing clear documentation for both business and technical audiences. Experience working in a regulated environment and knowledge of the risk and compliance requirements associated with this. Conduct Rules You must: Act with integrity Act with due skill, care and diligence Be open and cooperative with the FCA, the PRA and other regulators Pay due regard to the interests of customers and treat them fairly . click apply for full job details
Desktop Support Analyst, Charles River Development, Officer
State Street Corporation
Who we are looking for:Charles River provides an end-to-end solution to automate investment management functions across asset classes on a single platform. Delivered as a hosted service, the solution improves data quality and investment professional productivity, controls risk and lowers technology costs. The Systems Analyst will manage and support all aspects of production of Charles River IMS systems for multiple clients as part of Charles River SaaS Operations and SaaS strategy. Working closely with clients, providing application administration and support for client production.Education & Preferred QualificationsA BS degree in a technical discipline such as Computer Science, Engineering, Mathematics or a BA in Finance or Business with an IT concentration.3 years of progressively responsible & relevant (Fintech) experience.Experience in managing and supporting mission critical production software applications is required.Experience with SQL, MS SQL ServerProven ability to work in a mission-critical operations and production support environment.Experience or familiarity with servers and networks is preferred.Proven ability to partner with various internal departments to deliver superior customer service.Break down moderately complex processes into simple and reliable components.Experience with automation using scripting languages such as Python/ Perl and PowerShell.Excellent customer service skills, technical troubleshooting skills, and interpersonal, verbal, and written communication skills.Database software or IT technical experience.Charles River IMS or securities trading software experience is preferred.A background in portfolio management and trading system applications is preferred.Any experience with the following is preferred: databases, server operating systems, servers, networks, job scheduling software, system monitoring software, clusters/high availability systems, Disaster Recovery/Business Continuity, FIX.Strong written and verbal communication skills.Ability to manage multiple, simultaneous priorities.Proven organizational skills with attention to detail.Ability to achieve results without close supervision.Self-motivated with the ability to operate independently and has the strong desire to work as a member of a team.Demonstrated practical, hands-on, "can-do" approach, and the ability to work efficiently and creatively.Strong analytical and problem-solving skills.Flexibility with schedule and ability to work beyond regular business hours for period off hours support.Role and Responsibilities:SME for the Client's Technical EnvironmentUser & Group administration/privileges ManagementConfiguration and testing of software changes and operational processes.Develop and foster relations with Technical and Business teams to get a better understanding of their Business workflows and technologies used.Interface/integration configuration and supportPatch Life Cycle ManagementChange Life Cycle ManagementAssistance in resolving escalated problems.Migration of changes and problem resolutions to production environmentsPerformance troubleshooting and working with internal teams.Create JIRAs for the bugs and enhancements and escalate to Engineering teams & Product Management Team.Periodic Batch Review and OptimizationBusiness Continuity/Disaster Recovery assistanceWorking with vendors as partners to deliver a tightly integrated, seamless service to Charles River Clients.Participation in the development and on-going refinement, enhancement, and continuous process improvement for the services.Participation in the investigation, implementation, and operation of 3rd party tools to enhance/improve, automate, and streamline the delivery of the services.About State StreetAcross the globe, institutional investors rely on us to help them manage risk, respond to challenges, and drive performance and profitability. We keep our clients at the heart of everything we do, and smart, engaged employees are essential to our continued success.We are committed to fostering an environment where every employee feels valued and empowered to reach their full potential. As an essential partner in our shared success, you'll benefit from inclusive development opportunities, flexible work-life support, paid volunteer days, and vibrant employee networks that keep you connected to what matters most. Join us in shaping the future.As an Equal Opportunity Employer, we consider all qualified applicants for all positions without regard to race, creed, color, religion, national origin, ancestry, ethnicity, age, disability, genetic information, sex, sexual orientation, gender identity or expression, citizenship, marital status, domestic partnership or civil union status, familial status, military and veteran status, and other characteristics protected by applicable law.Discover more information on jobs at our CEO Statement
17/05/2026
Full time
Who we are looking for:Charles River provides an end-to-end solution to automate investment management functions across asset classes on a single platform. Delivered as a hosted service, the solution improves data quality and investment professional productivity, controls risk and lowers technology costs. The Systems Analyst will manage and support all aspects of production of Charles River IMS systems for multiple clients as part of Charles River SaaS Operations and SaaS strategy. Working closely with clients, providing application administration and support for client production.Education & Preferred QualificationsA BS degree in a technical discipline such as Computer Science, Engineering, Mathematics or a BA in Finance or Business with an IT concentration.3 years of progressively responsible & relevant (Fintech) experience.Experience in managing and supporting mission critical production software applications is required.Experience with SQL, MS SQL ServerProven ability to work in a mission-critical operations and production support environment.Experience or familiarity with servers and networks is preferred.Proven ability to partner with various internal departments to deliver superior customer service.Break down moderately complex processes into simple and reliable components.Experience with automation using scripting languages such as Python/ Perl and PowerShell.Excellent customer service skills, technical troubleshooting skills, and interpersonal, verbal, and written communication skills.Database software or IT technical experience.Charles River IMS or securities trading software experience is preferred.A background in portfolio management and trading system applications is preferred.Any experience with the following is preferred: databases, server operating systems, servers, networks, job scheduling software, system monitoring software, clusters/high availability systems, Disaster Recovery/Business Continuity, FIX.Strong written and verbal communication skills.Ability to manage multiple, simultaneous priorities.Proven organizational skills with attention to detail.Ability to achieve results without close supervision.Self-motivated with the ability to operate independently and has the strong desire to work as a member of a team.Demonstrated practical, hands-on, "can-do" approach, and the ability to work efficiently and creatively.Strong analytical and problem-solving skills.Flexibility with schedule and ability to work beyond regular business hours for period off hours support.Role and Responsibilities:SME for the Client's Technical EnvironmentUser & Group administration/privileges ManagementConfiguration and testing of software changes and operational processes.Develop and foster relations with Technical and Business teams to get a better understanding of their Business workflows and technologies used.Interface/integration configuration and supportPatch Life Cycle ManagementChange Life Cycle ManagementAssistance in resolving escalated problems.Migration of changes and problem resolutions to production environmentsPerformance troubleshooting and working with internal teams.Create JIRAs for the bugs and enhancements and escalate to Engineering teams & Product Management Team.Periodic Batch Review and OptimizationBusiness Continuity/Disaster Recovery assistanceWorking with vendors as partners to deliver a tightly integrated, seamless service to Charles River Clients.Participation in the development and on-going refinement, enhancement, and continuous process improvement for the services.Participation in the investigation, implementation, and operation of 3rd party tools to enhance/improve, automate, and streamline the delivery of the services.About State StreetAcross the globe, institutional investors rely on us to help them manage risk, respond to challenges, and drive performance and profitability. We keep our clients at the heart of everything we do, and smart, engaged employees are essential to our continued success.We are committed to fostering an environment where every employee feels valued and empowered to reach their full potential. As an essential partner in our shared success, you'll benefit from inclusive development opportunities, flexible work-life support, paid volunteer days, and vibrant employee networks that keep you connected to what matters most. Join us in shaping the future.As an Equal Opportunity Employer, we consider all qualified applicants for all positions without regard to race, creed, color, religion, national origin, ancestry, ethnicity, age, disability, genetic information, sex, sexual orientation, gender identity or expression, citizenship, marital status, domestic partnership or civil union status, familial status, military and veteran status, and other characteristics protected by applicable law.Discover more information on jobs at our CEO Statement
Business Analyst - Client Technology
Marex Group
London, GB Full-Time Information Technology About Marex Marex Group plc (NASDAQ: MRX) is a diversified global financial services platform providing essential liquidity, market access and infrastructure services to clients across energy, commodities and financial markets. The group provides comprehensive breadth and depth of coverage across four core services: clearing, agency and execution, market making, and hedging and investment solutions. It has a leading franchise in many major metals, energy and agricultural products, with access to 60 exchanges. The group provides access to the world's major commodity markets, covering a broad range of clients that include some of the largest commodity producers, consumers and traders, banks, hedge funds and asset managers. With more than 40 offices worldwide, the group has over 3,000 employees across Europe, Asia and the Americas. Marex has unique access across markets with significant share globally both on and off exchange. The depth of knowledge amongst its teams and divisions provides its customers with clear advantage, and its technology-led service provides access to all major exchanges, order-flow management via screen, voice and DMA, plus award winning data, insights and analytics. The Technology Department delivers differentiation, scalability and security for the business. Technology provides digital tools, software services and infrastructure globally to all business groups. Software development and support teams work in agile 'streams' aligned to specific business areas. Our other teams work enterprise wide to provide critical services including our global service desk, network and system infrastructure, IT operations, security, enterprise architecture and design. The Business Technology function ensures delivery of Technology services to each Marex business area. We partner with the business to optimise their technology stack, prioritise their strategic technology roadmap and drive their software delivery lifecycle. We define and agree change initiatives with the organisation's business areas and then coordinate delivery against specific acceptance criteria. Each Business Technology team is aligned to one of Marex's business divisions and works with a corresponding Development team and Application Support team. A global team of implementation resources coordinate and support the technology business streams with delivery. Role Summary A Business Analyst within Client Technology partners with Front Office, Operations, Compliance, Risk, Client Services and Technology teams to shape and deliver improvements to client facing technology and associated processes. The role focuses on capturing and refining requirements, mapping end to end client journeys, and translating business needs into clear deliverables for development, configuration and operational teams. The Business Analyst supports delivery from discovery through to implementation and business acceptance, coordinating with product owners, developers, QA and support to ensure solutions meet client needs and operational controls. They remain a key point of contact for stakeholders throughout the lifecycle, including during go live, hypercare and transition to BAU support. The Business Analyst will help Client Technology define, prioritise and deliver technology change that enhances the end to end client experience, improves service and operational efficiency, and supports scalable growth at Marex. The role will be aligned to the Client Technology workstream but is expected to collaborate across business streams where client journeys and shared platforms (data, reporting, digital channels and integration) intersect. Responsibilities Role specific Lead discovery and requirements definition for client technology change (client onboarding, client portals/digital channels, connectivity/integration, CRM and client data, reporting and communications). Analyse and document end to end client journeys and operating models, identifying pain points, control gaps and opportunities for automation/standardisation. Translate business needs into epics, features and user stories with clear acceptance criteria, data requirements and non functional requirements (security, resilience, performance, auditability). Partner with Technology and Data teams to define data models, quality controls and governance for client data (including reference data, permissions and downstream consumption). Support delivery activities including backlog refinement, sprint ceremonies, UAT planning/execution, stakeholder demos, training and go live readiness. Work closely with Development and Support to ensure changes are supportable, with clear runbooks/KBs, monitoring requirements and operational handover into BAU. Identify and assess improvement opportunities across client tooling and processes; propose options, quantify benefits, and support prioritisation using evidence and agreed success measures. Contribute to product and platform direction by evaluating solutions (build/buy/configure), document trade offs, and ensuring alignment with enterprise architecture and standards. Maintain clear documentation (process maps, requirements, data definitions, test evidence) and provide transparent reporting of scope, progress, dependencies, risks and decisions. Coordinate delivery across multiple teams (development, QA, infrastructure, security, vendors) to ensure outcomes are delivered on time, on budget and to agreed quality. Build and maintain effective relationships with senior business and technology stakeholders, ensuring alignment on objectives, scope, priorities, dependencies and delivery outcomes. Manage stakeholder expectations and communications, facilitating workshops and ensuring priorities are agreed and kept current. Ensure delivered solutions are production ready, appropriately controlled, and handed over with support documentation, training materials and agreed operational procedures. Be familiar with regulatory, audit and compliance requirements impacting client onboarding, communications, data handling and access; ensure solutions meet these requirements. Promote secure by design and resilient by design delivery, ensuring appropriate controls for identity and access management, data privacy, and third party integrations. Leverage AI and modern analysis/tooling (where appropriate and compliant) to accelerate requirements elicitation, improve documentation quality/consistency, and enhance insight generation across client journeys and data. Support continuous improvement of analysis and delivery practices (templates, standards, tooling), and contribute to lessons learned to reduce rework and improve client outcomes. All staff Ensure compliance with the company's regulatory requirements under the FCA. Adhere to the operational risk framework for your role ensuring that all regulatory or company determined parameters are complied with. Role model for demonstrating highest level standards of integrity and conduct and reflecting Company Values. At all times comply with the FCA's Code of Conduct. Ensure that you are fully aware of and adhere to internal policies that relate to you, your role or any other activities for which you have any level of responsibility. Report any breaches of policy to Compliance and/ or your supervisor as required. Escalate risk events immediately. Provide input to risk management processes, as required. A collaborative team player, approachable, self efficient and influences a positive work environment. Resilient in a challenging, fast paced environment. Excels at building relationships, networking and influencing others. Strategic collaborator with insight and agility, able to anticipate future challenges, ensuring operational effectiveness. Skills and Experience Strong Business Analysis capability and deliverables in an Agile delivery environment (workshops, process mapping, epics/user stories, acceptance criteria, test support). Experience working on client facing technology and/or client lifecycle processes (e.g., onboarding, client portals/digital channels, client service tooling, communications). Ability to analyse complex processes, data flows and systems, including upstream/downstream impacts across integrations and shared platforms. Strong delivery coordination skills (planning, dependency management, risks/issues, and working across development, QA, support, security and vendors). Proven ability to manage and influence senior business and technology stakeholders, facilitating decisions and maintaining alignment on priorities and outcomes. Delivery focused and outcome driven, with a continuous improvement mindset and confidence using modern tooling (and, where appropriate and compliant, AI assisted techniques) to improve quality and efficiency. Good understanding of controls in a regulated environment (data privacy, access management, auditability) and how these apply to client data and client facing platforms. Agile / Scrum delivery experience, including working with product owners and development teams through the full SDLC. Knowledge of front to back client lifecycle in Financial Services (onboarding/KYC, client setup, entitlements, communications, service), and how technology enables these processes. Experience with integration patterns and tooling (APIs, messaging, file based integration) and/or identity and access management concepts. Product / platform development experience . click apply for full job details
16/05/2026
Full time
London, GB Full-Time Information Technology About Marex Marex Group plc (NASDAQ: MRX) is a diversified global financial services platform providing essential liquidity, market access and infrastructure services to clients across energy, commodities and financial markets. The group provides comprehensive breadth and depth of coverage across four core services: clearing, agency and execution, market making, and hedging and investment solutions. It has a leading franchise in many major metals, energy and agricultural products, with access to 60 exchanges. The group provides access to the world's major commodity markets, covering a broad range of clients that include some of the largest commodity producers, consumers and traders, banks, hedge funds and asset managers. With more than 40 offices worldwide, the group has over 3,000 employees across Europe, Asia and the Americas. Marex has unique access across markets with significant share globally both on and off exchange. The depth of knowledge amongst its teams and divisions provides its customers with clear advantage, and its technology-led service provides access to all major exchanges, order-flow management via screen, voice and DMA, plus award winning data, insights and analytics. The Technology Department delivers differentiation, scalability and security for the business. Technology provides digital tools, software services and infrastructure globally to all business groups. Software development and support teams work in agile 'streams' aligned to specific business areas. Our other teams work enterprise wide to provide critical services including our global service desk, network and system infrastructure, IT operations, security, enterprise architecture and design. The Business Technology function ensures delivery of Technology services to each Marex business area. We partner with the business to optimise their technology stack, prioritise their strategic technology roadmap and drive their software delivery lifecycle. We define and agree change initiatives with the organisation's business areas and then coordinate delivery against specific acceptance criteria. Each Business Technology team is aligned to one of Marex's business divisions and works with a corresponding Development team and Application Support team. A global team of implementation resources coordinate and support the technology business streams with delivery. Role Summary A Business Analyst within Client Technology partners with Front Office, Operations, Compliance, Risk, Client Services and Technology teams to shape and deliver improvements to client facing technology and associated processes. The role focuses on capturing and refining requirements, mapping end to end client journeys, and translating business needs into clear deliverables for development, configuration and operational teams. The Business Analyst supports delivery from discovery through to implementation and business acceptance, coordinating with product owners, developers, QA and support to ensure solutions meet client needs and operational controls. They remain a key point of contact for stakeholders throughout the lifecycle, including during go live, hypercare and transition to BAU support. The Business Analyst will help Client Technology define, prioritise and deliver technology change that enhances the end to end client experience, improves service and operational efficiency, and supports scalable growth at Marex. The role will be aligned to the Client Technology workstream but is expected to collaborate across business streams where client journeys and shared platforms (data, reporting, digital channels and integration) intersect. Responsibilities Role specific Lead discovery and requirements definition for client technology change (client onboarding, client portals/digital channels, connectivity/integration, CRM and client data, reporting and communications). Analyse and document end to end client journeys and operating models, identifying pain points, control gaps and opportunities for automation/standardisation. Translate business needs into epics, features and user stories with clear acceptance criteria, data requirements and non functional requirements (security, resilience, performance, auditability). Partner with Technology and Data teams to define data models, quality controls and governance for client data (including reference data, permissions and downstream consumption). Support delivery activities including backlog refinement, sprint ceremonies, UAT planning/execution, stakeholder demos, training and go live readiness. Work closely with Development and Support to ensure changes are supportable, with clear runbooks/KBs, monitoring requirements and operational handover into BAU. Identify and assess improvement opportunities across client tooling and processes; propose options, quantify benefits, and support prioritisation using evidence and agreed success measures. Contribute to product and platform direction by evaluating solutions (build/buy/configure), document trade offs, and ensuring alignment with enterprise architecture and standards. Maintain clear documentation (process maps, requirements, data definitions, test evidence) and provide transparent reporting of scope, progress, dependencies, risks and decisions. Coordinate delivery across multiple teams (development, QA, infrastructure, security, vendors) to ensure outcomes are delivered on time, on budget and to agreed quality. Build and maintain effective relationships with senior business and technology stakeholders, ensuring alignment on objectives, scope, priorities, dependencies and delivery outcomes. Manage stakeholder expectations and communications, facilitating workshops and ensuring priorities are agreed and kept current. Ensure delivered solutions are production ready, appropriately controlled, and handed over with support documentation, training materials and agreed operational procedures. Be familiar with regulatory, audit and compliance requirements impacting client onboarding, communications, data handling and access; ensure solutions meet these requirements. Promote secure by design and resilient by design delivery, ensuring appropriate controls for identity and access management, data privacy, and third party integrations. Leverage AI and modern analysis/tooling (where appropriate and compliant) to accelerate requirements elicitation, improve documentation quality/consistency, and enhance insight generation across client journeys and data. Support continuous improvement of analysis and delivery practices (templates, standards, tooling), and contribute to lessons learned to reduce rework and improve client outcomes. All staff Ensure compliance with the company's regulatory requirements under the FCA. Adhere to the operational risk framework for your role ensuring that all regulatory or company determined parameters are complied with. Role model for demonstrating highest level standards of integrity and conduct and reflecting Company Values. At all times comply with the FCA's Code of Conduct. Ensure that you are fully aware of and adhere to internal policies that relate to you, your role or any other activities for which you have any level of responsibility. Report any breaches of policy to Compliance and/ or your supervisor as required. Escalate risk events immediately. Provide input to risk management processes, as required. A collaborative team player, approachable, self efficient and influences a positive work environment. Resilient in a challenging, fast paced environment. Excels at building relationships, networking and influencing others. Strategic collaborator with insight and agility, able to anticipate future challenges, ensuring operational effectiveness. Skills and Experience Strong Business Analysis capability and deliverables in an Agile delivery environment (workshops, process mapping, epics/user stories, acceptance criteria, test support). Experience working on client facing technology and/or client lifecycle processes (e.g., onboarding, client portals/digital channels, client service tooling, communications). Ability to analyse complex processes, data flows and systems, including upstream/downstream impacts across integrations and shared platforms. Strong delivery coordination skills (planning, dependency management, risks/issues, and working across development, QA, support, security and vendors). Proven ability to manage and influence senior business and technology stakeholders, facilitating decisions and maintaining alignment on priorities and outcomes. Delivery focused and outcome driven, with a continuous improvement mindset and confidence using modern tooling (and, where appropriate and compliant, AI assisted techniques) to improve quality and efficiency. Good understanding of controls in a regulated environment (data privacy, access management, auditability) and how these apply to client data and client facing platforms. Agile / Scrum delivery experience, including working with product owners and development teams through the full SDLC. Knowledge of front to back client lifecycle in Financial Services (onboarding/KYC, client setup, entitlements, communications, service), and how technology enables these processes. Experience with integration patterns and tooling (APIs, messaging, file based integration) and/or identity and access management concepts. Product / platform development experience . click apply for full job details
Senior Training Designer/ Analyst
Prattwhitney Wokingham, Berkshire
Date Posted: 2026-03-18 Country: United Kingdom Location: Winnersh, Wokingham Position Role Type: Hybrid Senior Training Designer/Analyst Location: Near Reading (Hybrid) Contract: Permanent Hours: Full time (37 hours) SC Raytheon UK At Raytheon UK, we take immense pride in being a leader in defence and aerospace technology. As an employer, we are dedicated to fuelling innovation, nurturing talent, and fostering a culture of excellence. Joining our team means being part of an organisation that shapes the future of national security whilst investing in your growth and personal development. We provide a collaborative environment, abundant opportunities for professional development, and a profound sense of purpose in what we do. Together, we are not just advancing technology; we're building a community committed to safeguarding a safer and more connected world. About the role: In this role you'll have the opportunity to make a real difference to the Royal Navy Training Design Service. As the Senior Training Designer/Analyst you'll support the business to deliver learning that is blended, active and provides customer delight. Skills and Experience Requirements Demonstrate previous experience from a Learning and Development role Demonstrate a passion learning and development and the development others Demonstrate excellent collaboration, communication and adept at building strong relationships Be an ambassador for learning, collaboration, and demonstrate best practices within the team Demonstrate attention to detail, a passion for quality and be able to plan and multitask Enthusiastic to learn, collaborate, and demonstrate best practices within the business and customers Adopt a flexible approach to the role, adapt to evolving priorities Desirable ADDIE model and Defence Systems Approach to Training (DSAT). Training and/or Instructional Design. Thus use of TAFMIS Programme management tools and applications. Knowledge and practical experience of UK Ministry Defence procedures and policies Contributing in a team environment for the purpose of developing creative solutions to technical problems. Responsibilities Conduct Training Needs Analysis (TNA) in accordance with a recognised systems approach to training (DSAT (JSP 822) or ADDIE). Identify any gaps between current and required performance for specific roles. Liaise with Equipment Design Authorities, OEMs, System Engineers, Subject Matter Experts, and Training Managers to translate technical publications and system documentation into measurable training requirements. Accountable for all training courses assigned to you with regards to training transformation. An advocate for the creation of training content that is not only active and engaging, but also inclusive and learner centric. Ensuring the processes that support the review and change of training courses follow the end-to-end training design process, are DSAT (Defense Systems Approach to Training) compliant, considering media enhancements and adherence to quality standards. Proactively addressing, resolving and escalating any challenges that may impact delay to delivery. Experience of developing DSAT documentation in TAFMIS. Responsible for the production and development of high-quality Training design, e-learning and courseware materials (as required). Developing and designing training courseware using a variety of media and technology. Contribute to the development of overall instructional strategy, being able to analyse and implement changes to training programmes, identifying effective and ineffective instructional design training methodologies. Proactively seeking feedback and impact stories to further enhance training courses and to continuously improve and celebrate the work completed. Ensure that any changes derived from internal and external validation are incorporated into all training design activity to ensure that training remains up-to-date and satisfies operational / workplace performance requirements. Building strong stakeholder relationships with subject matter experts to positively contribute towards training transformation. Identify opportunities to provide accreditation for new and/or amended training as designed, and/or any amendments or implications for existing accreditations following Training Design changes. Act as a technical lead to ensure that processes follow latest direction and guidance in accordance with defence policy. Responsible for the continuous professional development of yourself, and the coaching of Training Designers that you are allocated to set them up for success. Employees are responsible for their own Health and Safety and that of work colleagues and customers. Follow security standards and system requirements to protect data and ensure smooth operations. Any other duties required to support the Business. Formal offers to successful candidates will be conditional upon award expected April 2026 Benefits and Work Culture Benefits Competitive salaries. 25 days holiday + statutory public holidays, plus opportunity to buy and sell up to 5 days (37hr) Contributory Pension Scheme (up to 10.5% company contribution) Company bonus scheme (discretionary). 6 times salary 'Life Assurance' with pension. Flexible Benefits scheme with extensive salary sacrifice schemes, including Health Cashplan, Dental, and Cycle to Work amongst others. Enhanced sick pay. Enhanced family friendly policies including enhanced maternity, paternity & shared parental leave. Car / Car allowance (dependant on grade/ role) Private Medical Insurance (dependant on grade) Work Culture 37hr working week, although hours may vary depending on role, job requirement or site-specific arrangements. Early 1.30pm finish Friday, start your weekend early! Remote, hybrid and site based working opportunities, dependant on your needs and the requirements of the role. A grownup flexible working culture that is output, not time spent at desk, focussed. More formal flexible working arrangements can also be requested and assessed subject to the role. Please enquire or highlight any request to our Talent Acquisition team to explore the flexible working possibilities. Up to 5 paid days volunteering each year. RTX Raytheon UK is a landed company and part of the wider RTX organisation. Headquartered in Arlington, Virginia, USA, but with over 180,000 employees globally across every continent, RTX provides advanced systems and services for commercial, military and government customers worldwide and comprises three industry-leading businesses - Collins Aerospace Systems, Pratt & Whitney, and Raytheon.Supporting over 35,000 jobs across 13 UK sites, RTX is helping to drive prosperity. Each year our work contributes over £2.7bn to the UK economy and offers a wealth of opportunities to 4,000 suppliers across England, Scotland, Wales and Northern Ireland. We're investing in all corners of the country, supporting 29,040 jobs in England, 3,040 in Northern Ireland, 1,900 in Scotland and 1,600 in Wales. RTX adheres to the principles of equal employment. All qualified applications will be given careful consideration without regard to ethnicity, color, religion, gender, sexual orientation or identity, national origin, age, disability, protected veteran status or any other characteristic protected by law. Privacy Policy and Terms: Click on this to read the Policy and Terms
16/05/2026
Full time
Date Posted: 2026-03-18 Country: United Kingdom Location: Winnersh, Wokingham Position Role Type: Hybrid Senior Training Designer/Analyst Location: Near Reading (Hybrid) Contract: Permanent Hours: Full time (37 hours) SC Raytheon UK At Raytheon UK, we take immense pride in being a leader in defence and aerospace technology. As an employer, we are dedicated to fuelling innovation, nurturing talent, and fostering a culture of excellence. Joining our team means being part of an organisation that shapes the future of national security whilst investing in your growth and personal development. We provide a collaborative environment, abundant opportunities for professional development, and a profound sense of purpose in what we do. Together, we are not just advancing technology; we're building a community committed to safeguarding a safer and more connected world. About the role: In this role you'll have the opportunity to make a real difference to the Royal Navy Training Design Service. As the Senior Training Designer/Analyst you'll support the business to deliver learning that is blended, active and provides customer delight. Skills and Experience Requirements Demonstrate previous experience from a Learning and Development role Demonstrate a passion learning and development and the development others Demonstrate excellent collaboration, communication and adept at building strong relationships Be an ambassador for learning, collaboration, and demonstrate best practices within the team Demonstrate attention to detail, a passion for quality and be able to plan and multitask Enthusiastic to learn, collaborate, and demonstrate best practices within the business and customers Adopt a flexible approach to the role, adapt to evolving priorities Desirable ADDIE model and Defence Systems Approach to Training (DSAT). Training and/or Instructional Design. Thus use of TAFMIS Programme management tools and applications. Knowledge and practical experience of UK Ministry Defence procedures and policies Contributing in a team environment for the purpose of developing creative solutions to technical problems. Responsibilities Conduct Training Needs Analysis (TNA) in accordance with a recognised systems approach to training (DSAT (JSP 822) or ADDIE). Identify any gaps between current and required performance for specific roles. Liaise with Equipment Design Authorities, OEMs, System Engineers, Subject Matter Experts, and Training Managers to translate technical publications and system documentation into measurable training requirements. Accountable for all training courses assigned to you with regards to training transformation. An advocate for the creation of training content that is not only active and engaging, but also inclusive and learner centric. Ensuring the processes that support the review and change of training courses follow the end-to-end training design process, are DSAT (Defense Systems Approach to Training) compliant, considering media enhancements and adherence to quality standards. Proactively addressing, resolving and escalating any challenges that may impact delay to delivery. Experience of developing DSAT documentation in TAFMIS. Responsible for the production and development of high-quality Training design, e-learning and courseware materials (as required). Developing and designing training courseware using a variety of media and technology. Contribute to the development of overall instructional strategy, being able to analyse and implement changes to training programmes, identifying effective and ineffective instructional design training methodologies. Proactively seeking feedback and impact stories to further enhance training courses and to continuously improve and celebrate the work completed. Ensure that any changes derived from internal and external validation are incorporated into all training design activity to ensure that training remains up-to-date and satisfies operational / workplace performance requirements. Building strong stakeholder relationships with subject matter experts to positively contribute towards training transformation. Identify opportunities to provide accreditation for new and/or amended training as designed, and/or any amendments or implications for existing accreditations following Training Design changes. Act as a technical lead to ensure that processes follow latest direction and guidance in accordance with defence policy. Responsible for the continuous professional development of yourself, and the coaching of Training Designers that you are allocated to set them up for success. Employees are responsible for their own Health and Safety and that of work colleagues and customers. Follow security standards and system requirements to protect data and ensure smooth operations. Any other duties required to support the Business. Formal offers to successful candidates will be conditional upon award expected April 2026 Benefits and Work Culture Benefits Competitive salaries. 25 days holiday + statutory public holidays, plus opportunity to buy and sell up to 5 days (37hr) Contributory Pension Scheme (up to 10.5% company contribution) Company bonus scheme (discretionary). 6 times salary 'Life Assurance' with pension. Flexible Benefits scheme with extensive salary sacrifice schemes, including Health Cashplan, Dental, and Cycle to Work amongst others. Enhanced sick pay. Enhanced family friendly policies including enhanced maternity, paternity & shared parental leave. Car / Car allowance (dependant on grade/ role) Private Medical Insurance (dependant on grade) Work Culture 37hr working week, although hours may vary depending on role, job requirement or site-specific arrangements. Early 1.30pm finish Friday, start your weekend early! Remote, hybrid and site based working opportunities, dependant on your needs and the requirements of the role. A grownup flexible working culture that is output, not time spent at desk, focussed. More formal flexible working arrangements can also be requested and assessed subject to the role. Please enquire or highlight any request to our Talent Acquisition team to explore the flexible working possibilities. Up to 5 paid days volunteering each year. RTX Raytheon UK is a landed company and part of the wider RTX organisation. Headquartered in Arlington, Virginia, USA, but with over 180,000 employees globally across every continent, RTX provides advanced systems and services for commercial, military and government customers worldwide and comprises three industry-leading businesses - Collins Aerospace Systems, Pratt & Whitney, and Raytheon.Supporting over 35,000 jobs across 13 UK sites, RTX is helping to drive prosperity. Each year our work contributes over £2.7bn to the UK economy and offers a wealth of opportunities to 4,000 suppliers across England, Scotland, Wales and Northern Ireland. We're investing in all corners of the country, supporting 29,040 jobs in England, 3,040 in Northern Ireland, 1,900 in Scotland and 1,600 in Wales. RTX adheres to the principles of equal employment. All qualified applications will be given careful consideration without regard to ethnicity, color, religion, gender, sexual orientation or identity, national origin, age, disability, protected veteran status or any other characteristic protected by law. Privacy Policy and Terms: Click on this to read the Policy and Terms
CSS Service Desk Engineer
Roke Manor Research Limited Romsey, Hampshire
Roke, Roke Manor, Romsey, Hampshire, United Kingdom Job Description Posted Friday 13 March 2026 at 01:00 Great ideas come from different minds. That's why we bring together engineers, scientists, analysts, and creatives from every background - and give them the trust, tools, and freedom to make a difference. What connects us is the mission: solving meaningful problems and building capability that protects what matters most. And as the challenges evolve, so do we - working on the technologies that will shape tomorrow, not just today. About Roke Roke is a world-class engineering and technology company, with a trusted and long-standing record of delivery spanning research & development, products, managed-services and consultancy, serving customers across the globe. The markets Roke operates in are broad, but they are frequently crosscutting at engineering and delivery levels; markets include defence, national security, public-sector and commercial industries, with diversity being at the centre of Roke's strategy. The Opportunity The Service Desk Engineer plays a key role in coordinating and delivering high quality support to customers across the UK and international locations. The role involves regular communication with internal teams, customers, and suppliers to ensure efficient service delivery and consistently high levels of customer satisfaction to drive sustainable and profitable business growth. Key Responsibilities The primary point of contact: managing incoming queries via phone/email/Portal, troubleshooting hardware/software, responding to Service requests, and escalating complex issues. Liaising with customers to build relationships. Incident, Problem & Request Management: Logging, capturing data related to the issue, diagnosing, and resolving technical issues (incidents) and fulfilling user requests (e.g., software installs). Ensure all issues / requests are logged in the ITSM tool, then kept up to date for reporting purposes and trend analysis. Providing users with guidance on operations, and supporting them with Known Error workarounds. Take ownership of customer requests, issues, and get-well plans, following them through to resolution, and supporting post incident reviews. Follow up actions in a timely manner and provide regular customer updates to meet promises made. Responsible for all L1/L2 support issues, offering a depth of knowledge to customers on Electromagnetic Warfare (EW) products at point of contact. Monitoring & Escalation: Track system performance and elevate critical, unresolved issues to specialized teams. Maintain high levels of incident ownership throughout the Incident Lifecycle to a satisfactory customer resolution. Communication: Act as the bridge between users and IT specialists, keeping users informed on ticket status. Collaborate with internal (liaising with Sales, Engineering, QA, Logistics, Trade and Compliance) and external stakeholders to ensure alignment of services with customer needs and expectations. Documentation: Creating and maintaining knowledge base articles to improve customer self-service and troubleshooting efficiency. Trend Analysis & Continuous improvement: Analysing data to enhance IT services and reduce downtime. Continuously improving Service Support and Service Delivery processes to meet business needs. Reporting: Provide statistics and service reports for internal and customer facing service reviews. Change Management: Establish and then manage the customer facing Change Management processes, linking into asset and configuration management as well as TechPubs. Release & Deployment Management: Provide customers with details of new s/w releases and patches, providing them with access to the releases, maintaining the release register, and adhering to the relevant export contracts required. Promote the Roke brand and products so customers, partners and suppliers value our honesty and integrity, and have confidence in our ability to successfully meet their needs. Always fully complying with Roke's published policies and procedures. Undertake such other reasonable duties (such as training needs analysis), commensurate with the job holder's experience and qualifications, as may be required for the smooth operation of the business. Education and Qualifications Degree or HND/HNC qualified in a relevant field Served in the 14 Signal Regiment. Knowledge, Skills & Experience Electronic Warfare experience within the MoD (14 Signal Regiment) Experience in the service support of low volume, high value, products and systems in a highly regulated environment. Awareness of ITIL (v3 or v4). Where will you be based? Your work will typically be working from Romsey. Why You Should Join Us We have a competitive salary and access to a number of additional flexible benefits, which will cover Health and Wellbeing, Savings and Protection and Life, Leisure and Entertainment. Roke has a great community of groups with shared interests. These enable people to share ideas and be passionate about tools, technologies and techniques, which interest them. We are committed to a policy of Equal Opportunity, Diversity and Inclusion. Our working environment is friendly, creative and inclusive and support a diverse work-force and those with additional needs. Security Information Due to the nature of this position, we require you to be eligible to achieve DV clearance. As a result, you should have resided in the UK for the last 10 years. The Next Step Click apply, submitting an up-to-date CV. We look forward to hearing from you. Roke, Roke Manor, Romsey, Hampshire, United Kingdom
09/05/2026
Full time
Roke, Roke Manor, Romsey, Hampshire, United Kingdom Job Description Posted Friday 13 March 2026 at 01:00 Great ideas come from different minds. That's why we bring together engineers, scientists, analysts, and creatives from every background - and give them the trust, tools, and freedom to make a difference. What connects us is the mission: solving meaningful problems and building capability that protects what matters most. And as the challenges evolve, so do we - working on the technologies that will shape tomorrow, not just today. About Roke Roke is a world-class engineering and technology company, with a trusted and long-standing record of delivery spanning research & development, products, managed-services and consultancy, serving customers across the globe. The markets Roke operates in are broad, but they are frequently crosscutting at engineering and delivery levels; markets include defence, national security, public-sector and commercial industries, with diversity being at the centre of Roke's strategy. The Opportunity The Service Desk Engineer plays a key role in coordinating and delivering high quality support to customers across the UK and international locations. The role involves regular communication with internal teams, customers, and suppliers to ensure efficient service delivery and consistently high levels of customer satisfaction to drive sustainable and profitable business growth. Key Responsibilities The primary point of contact: managing incoming queries via phone/email/Portal, troubleshooting hardware/software, responding to Service requests, and escalating complex issues. Liaising with customers to build relationships. Incident, Problem & Request Management: Logging, capturing data related to the issue, diagnosing, and resolving technical issues (incidents) and fulfilling user requests (e.g., software installs). Ensure all issues / requests are logged in the ITSM tool, then kept up to date for reporting purposes and trend analysis. Providing users with guidance on operations, and supporting them with Known Error workarounds. Take ownership of customer requests, issues, and get-well plans, following them through to resolution, and supporting post incident reviews. Follow up actions in a timely manner and provide regular customer updates to meet promises made. Responsible for all L1/L2 support issues, offering a depth of knowledge to customers on Electromagnetic Warfare (EW) products at point of contact. Monitoring & Escalation: Track system performance and elevate critical, unresolved issues to specialized teams. Maintain high levels of incident ownership throughout the Incident Lifecycle to a satisfactory customer resolution. Communication: Act as the bridge between users and IT specialists, keeping users informed on ticket status. Collaborate with internal (liaising with Sales, Engineering, QA, Logistics, Trade and Compliance) and external stakeholders to ensure alignment of services with customer needs and expectations. Documentation: Creating and maintaining knowledge base articles to improve customer self-service and troubleshooting efficiency. Trend Analysis & Continuous improvement: Analysing data to enhance IT services and reduce downtime. Continuously improving Service Support and Service Delivery processes to meet business needs. Reporting: Provide statistics and service reports for internal and customer facing service reviews. Change Management: Establish and then manage the customer facing Change Management processes, linking into asset and configuration management as well as TechPubs. Release & Deployment Management: Provide customers with details of new s/w releases and patches, providing them with access to the releases, maintaining the release register, and adhering to the relevant export contracts required. Promote the Roke brand and products so customers, partners and suppliers value our honesty and integrity, and have confidence in our ability to successfully meet their needs. Always fully complying with Roke's published policies and procedures. Undertake such other reasonable duties (such as training needs analysis), commensurate with the job holder's experience and qualifications, as may be required for the smooth operation of the business. Education and Qualifications Degree or HND/HNC qualified in a relevant field Served in the 14 Signal Regiment. Knowledge, Skills & Experience Electronic Warfare experience within the MoD (14 Signal Regiment) Experience in the service support of low volume, high value, products and systems in a highly regulated environment. Awareness of ITIL (v3 or v4). Where will you be based? Your work will typically be working from Romsey. Why You Should Join Us We have a competitive salary and access to a number of additional flexible benefits, which will cover Health and Wellbeing, Savings and Protection and Life, Leisure and Entertainment. Roke has a great community of groups with shared interests. These enable people to share ideas and be passionate about tools, technologies and techniques, which interest them. We are committed to a policy of Equal Opportunity, Diversity and Inclusion. Our working environment is friendly, creative and inclusive and support a diverse work-force and those with additional needs. Security Information Due to the nature of this position, we require you to be eligible to achieve DV clearance. As a result, you should have resided in the UK for the last 10 years. The Next Step Click apply, submitting an up-to-date CV. We look forward to hearing from you. Roke, Roke Manor, Romsey, Hampshire, United Kingdom
Senior Software Engineer Fullstack Growth Product
Framework Ventures
Building the Future of Crypto Our Krakenites are a world class team with crypto conviction, united by our desire to discover and unlock the potential of crypto and blockchain technology. What makes us different? Kraken is a mission focused company rooted in crypto values. As a Krakenite, you'll join us on our mission to accelerate the global adoption of crypto, so that everyone can achieve financial freedom and inclusion. For over a decade, Kraken's focus on our mission and crypto ethos has attracted many of the most talented crypto experts in the world. Before you apply, please read the Kraken Culture page to learn more about our internal culture, values, and mission. We also expect candidates to familiarize themselves with the Kraken app. Learn how to create a Kraken account here. As a fully remote company, we have Krakenites in 70+ countries who speak over 50 languages. Krakenites are industry pioneers who develop premium crypto products for experienced traders, institutions, and newcomers to the space. Kraken is committed to industry leading security, crypto education, and world class client support through our products like Kraken Pro, Desktop, Wallet, and Kraken Futures. Become a Krakenite and build the future of crypto! Proof of work The team The Growth Engineering team builds the experiences that connect people to our ecosystem for the first time - and keeps them coming back. We design and ship the systems behind our marketing funnels, signup and KYC flows, and the key engagement features that help new users fund their accounts and explore our products. It's a team with direct influence on company growth, global reach, and user engagement at scale. Our products serve millions of users globally. How We Work We give engineers ownership and trust them to ship high impact work with craftsmanship and accountability. We move quickly, experiment often, and learn fast from data and feedback. We work asynchronously across time zones, supporting each other with open communication and shared goals. Why This Role Matters Every feature you build will have a visible impact on how people discover, trust, and engage with our products globally. The Growth Engineering team operates at the intersection of product, marketing, and infrastructure - turning ideas into measurable results. If you're an engineer who enjoys solving business problems through code and believes engineering excellence drives growth, this role is built for you. The opportunity As a Senior Software Engineer within Growth Product team, you'll take on complex, high impact problems that blend product thinking and engineering excellence. You'll work across web and mobile platforms, collaborating with design, data, and product teams to deliver features that drive measurable business outcomes. This is an ideal role for engineers who use their technical skills to create real world impact - translating high level business goals into engineering solutions that improve activation, retention, and monetization worldwide. Partner with product managers, designers, and analysts to identify growth opportunities and turn them into high quality, data driven engineering solutions. Implement reusable services and components that power marketing campaigns, onboarding, KYC, and first funding experiences across web and mobile. Collaborate on distributed systems that handle large volumes of global traffic while maintaining high performance and reliability. Participate in design and architecture discussions, balancing user impact, scalability, and maintainability. Measure, experiment, and iterate - using data and experimentation frameworks to understand what drives user behavior. Uphold and improve engineering standards, performance, and security practices across the stack. Skills you should HODL 5+ years of software engineering experience, including building and maintaining production systems at scale. Proficiency in building full stack applications using one of the following: TypeScript, Rust, Go, Python, or Ruby, and React or React Native. Understanding of distributed systems, performance optimization, debugging, and secure software design. Familiarity with infrastructure and tooling such as Docker, Kubernetes, Terraform, MySQL/MariaDB, Redis, or GitLab CI/CD. A product mindset - you care about how your work moves key metrics, not just about the code itself. Ability to operate autonomously in a globally distributed, remote first environment. Nice to haves Experience with A/B testing, analytics instrumentation, or experimentation platforms. Background in growth engineering, user funnels, lifecycle, or conversion optimization. Familiarity with data analysis tools or experimentation frameworks. This job is accepting ongoing applications and there is no application deadline. Please note, applicants are permitted to redact or remove information on their resume that identifies age, date of birth, or dates of attendance at or graduation from an educational institution. We consider qualified applicants with criminal histories for employment on our team, assessing candidates in a manner consistent with the requirements of the San Francisco Fair Chance Ordinance. Kraken is powered by people from around the world and we celebrate all Krakenites for their diverse talents, backgrounds, contributions and unique perspectives. We hire strictly based on merit, meaning we seek out the candidates with the right abilities, knowledge, and skills considered the most suitable for the job. We encourage you to apply for roles where you don't fully meet the listed requirements, especially if you're passionate or knowledgable about crypto! As an equal opportunity employer, we don't tolerate discrimination or harassment of any kind. Whether that's based on race, ethnicity, age, gender identity, citizenship, religion, sexual orientation, disability, pregnancy, veteran status or any other protected characteristic as outlined by federal, state or local laws.
09/05/2026
Full time
Building the Future of Crypto Our Krakenites are a world class team with crypto conviction, united by our desire to discover and unlock the potential of crypto and blockchain technology. What makes us different? Kraken is a mission focused company rooted in crypto values. As a Krakenite, you'll join us on our mission to accelerate the global adoption of crypto, so that everyone can achieve financial freedom and inclusion. For over a decade, Kraken's focus on our mission and crypto ethos has attracted many of the most talented crypto experts in the world. Before you apply, please read the Kraken Culture page to learn more about our internal culture, values, and mission. We also expect candidates to familiarize themselves with the Kraken app. Learn how to create a Kraken account here. As a fully remote company, we have Krakenites in 70+ countries who speak over 50 languages. Krakenites are industry pioneers who develop premium crypto products for experienced traders, institutions, and newcomers to the space. Kraken is committed to industry leading security, crypto education, and world class client support through our products like Kraken Pro, Desktop, Wallet, and Kraken Futures. Become a Krakenite and build the future of crypto! Proof of work The team The Growth Engineering team builds the experiences that connect people to our ecosystem for the first time - and keeps them coming back. We design and ship the systems behind our marketing funnels, signup and KYC flows, and the key engagement features that help new users fund their accounts and explore our products. It's a team with direct influence on company growth, global reach, and user engagement at scale. Our products serve millions of users globally. How We Work We give engineers ownership and trust them to ship high impact work with craftsmanship and accountability. We move quickly, experiment often, and learn fast from data and feedback. We work asynchronously across time zones, supporting each other with open communication and shared goals. Why This Role Matters Every feature you build will have a visible impact on how people discover, trust, and engage with our products globally. The Growth Engineering team operates at the intersection of product, marketing, and infrastructure - turning ideas into measurable results. If you're an engineer who enjoys solving business problems through code and believes engineering excellence drives growth, this role is built for you. The opportunity As a Senior Software Engineer within Growth Product team, you'll take on complex, high impact problems that blend product thinking and engineering excellence. You'll work across web and mobile platforms, collaborating with design, data, and product teams to deliver features that drive measurable business outcomes. This is an ideal role for engineers who use their technical skills to create real world impact - translating high level business goals into engineering solutions that improve activation, retention, and monetization worldwide. Partner with product managers, designers, and analysts to identify growth opportunities and turn them into high quality, data driven engineering solutions. Implement reusable services and components that power marketing campaigns, onboarding, KYC, and first funding experiences across web and mobile. Collaborate on distributed systems that handle large volumes of global traffic while maintaining high performance and reliability. Participate in design and architecture discussions, balancing user impact, scalability, and maintainability. Measure, experiment, and iterate - using data and experimentation frameworks to understand what drives user behavior. Uphold and improve engineering standards, performance, and security practices across the stack. Skills you should HODL 5+ years of software engineering experience, including building and maintaining production systems at scale. Proficiency in building full stack applications using one of the following: TypeScript, Rust, Go, Python, or Ruby, and React or React Native. Understanding of distributed systems, performance optimization, debugging, and secure software design. Familiarity with infrastructure and tooling such as Docker, Kubernetes, Terraform, MySQL/MariaDB, Redis, or GitLab CI/CD. A product mindset - you care about how your work moves key metrics, not just about the code itself. Ability to operate autonomously in a globally distributed, remote first environment. Nice to haves Experience with A/B testing, analytics instrumentation, or experimentation platforms. Background in growth engineering, user funnels, lifecycle, or conversion optimization. Familiarity with data analysis tools or experimentation frameworks. This job is accepting ongoing applications and there is no application deadline. Please note, applicants are permitted to redact or remove information on their resume that identifies age, date of birth, or dates of attendance at or graduation from an educational institution. We consider qualified applicants with criminal histories for employment on our team, assessing candidates in a manner consistent with the requirements of the San Francisco Fair Chance Ordinance. Kraken is powered by people from around the world and we celebrate all Krakenites for their diverse talents, backgrounds, contributions and unique perspectives. We hire strictly based on merit, meaning we seek out the candidates with the right abilities, knowledge, and skills considered the most suitable for the job. We encourage you to apply for roles where you don't fully meet the listed requirements, especially if you're passionate or knowledgable about crypto! As an equal opportunity employer, we don't tolerate discrimination or harassment of any kind. Whether that's based on race, ethnicity, age, gender identity, citizenship, religion, sexual orientation, disability, pregnancy, veteran status or any other protected characteristic as outlined by federal, state or local laws.
Human Capital Ventures
Senior IT Support Analyst
Human Capital Ventures Milton Keynes, Buckinghamshire
Our Client, a leading, fast-growing global financial services group, seeks a Senior IT Support Analyst to join its centralised IT function. Supporting a user base of over 15,000 staff, including senior executives and VIP users across multiple international offices, this position plays a critical role in dealing with escalations from the outsourced IT service desk and providing continuous service improvement activities. As a Senior IT Support Analyst, you will be working closely with the third-party outsourced first-line team, providing them with knowledge articles to enhance their support capabilities. You will provide support and resolution to high-level 2nd line support escalations, then provide major incident support and problem management activities to perform root cause analysis and implement preventative measures to manage incidents through the ServiceNow ITSM. The successful candidate will work hybrid remote from our clients' Milton Keynes IT shared service centre in office 3 days per week, supporting IT operations and employees during core business hours 7 AM - 7 PM, Monday to Friday, as well as occasionally out of hours support for other global locations (7 PM - 2 AM, Monday to Friday) remotely on a rota basis. Additionally, you will have the option to support the business on weekends and bank holidays on a voluntary on-call basis to increase earnings if so desired. This is an exceptional opportunity to join a market-leading organization and be part of a dynamic and supportive team. Working in a large enterprise, you will have the chance to grow your network and gain exposure to a wide range of technologies and business functions. Responsibilities Provide 2nd-line to the offshore support team, primarily through remote and email-based assistance for employees worldwide. Monitor and enhance customer experience, collaborating with the outsourced service desk to achieve high First Contact Resolution (FCR) and Customer Satisfaction (CSAT) scores. Facilitate cross-team communication, ensuring unresolved IT issues are escalated and triaged promptly. Maintain and update Knowledge Base (KB) articles, serving as the Subject Matter Expert (SME) for relevant content. Offer executive user support to key stakeholders and senior management. Manage escalated incidents and requests via ServiceNow, ensuring timely resolution. Utilize advanced IT troubleshooting and analytical skills for issue diagnosis and support. Take ownership of unresolved issues, delegating tasks to appropriate teams as needed. Escalate wider-impacting support issues to the Service Desk Team Lead and Head of IT Support when necessary. Conduct advanced network troubleshooting and root cause analysis. Provide advanced support for mobile devices (Apple & Android) and Mac OS X. Administer Active Directory Users and Computers through ADMP and CoreView. Deliver expert-level support for Windows 10, Windows 11, and Microsoft products. Assist with ad-hoc support requests, including desk moves and desk-side support. Act as a Major Incident (MI) owner, ensuring adherence to the documented MI process. Skills and experience Possess strong technical skills in Windows Administration, Office365 admin, AzureAD Citrix, Intune, iOS, Azure. Knowledge of experience in ITSM ticketing systems ideally ServiceNow Strong knowledge of ITIL or preferably possess ITIL Foundation V3/V4 Strong background in Windows and Microsoft Office administration A good understanding of mobile devices, such as Apple smartphones and tablets Familiarity and comfort in using web conferencing and collaboration tools and applications such as Teams, Zoom, Whatsapp, Cisco Webex etc. Excellent analytical and problem-solving skills, with the ability to think creatively and strategically. Strong communication skills, with the ability to clearly articulate technical issues to non-technical stakeholders. Ability to work independently and as part of a team, with a focus on achieving results. Location: Milton Keynes, Buckinghamshire (hybrid remote 2/3 days p/w) Term: Full Time, 12-month initial fixed term contract (Possible permanent) Salary: £30,000 - £35,000 per annum Benefits: Annual bonus program, optional on-call, paid training and development, excellent holiday allowance, great pension, health, and life insurance more! Do not let this opportunity pass you by, which could be the catalyst to your IT career offering fantastic prospects and well-paid positions. Please forward CV details for immediate consideration and interview.
02/10/2025
Full time
Our Client, a leading, fast-growing global financial services group, seeks a Senior IT Support Analyst to join its centralised IT function. Supporting a user base of over 15,000 staff, including senior executives and VIP users across multiple international offices, this position plays a critical role in dealing with escalations from the outsourced IT service desk and providing continuous service improvement activities. As a Senior IT Support Analyst, you will be working closely with the third-party outsourced first-line team, providing them with knowledge articles to enhance their support capabilities. You will provide support and resolution to high-level 2nd line support escalations, then provide major incident support and problem management activities to perform root cause analysis and implement preventative measures to manage incidents through the ServiceNow ITSM. The successful candidate will work hybrid remote from our clients' Milton Keynes IT shared service centre in office 3 days per week, supporting IT operations and employees during core business hours 7 AM - 7 PM, Monday to Friday, as well as occasionally out of hours support for other global locations (7 PM - 2 AM, Monday to Friday) remotely on a rota basis. Additionally, you will have the option to support the business on weekends and bank holidays on a voluntary on-call basis to increase earnings if so desired. This is an exceptional opportunity to join a market-leading organization and be part of a dynamic and supportive team. Working in a large enterprise, you will have the chance to grow your network and gain exposure to a wide range of technologies and business functions. Responsibilities Provide 2nd-line to the offshore support team, primarily through remote and email-based assistance for employees worldwide. Monitor and enhance customer experience, collaborating with the outsourced service desk to achieve high First Contact Resolution (FCR) and Customer Satisfaction (CSAT) scores. Facilitate cross-team communication, ensuring unresolved IT issues are escalated and triaged promptly. Maintain and update Knowledge Base (KB) articles, serving as the Subject Matter Expert (SME) for relevant content. Offer executive user support to key stakeholders and senior management. Manage escalated incidents and requests via ServiceNow, ensuring timely resolution. Utilize advanced IT troubleshooting and analytical skills for issue diagnosis and support. Take ownership of unresolved issues, delegating tasks to appropriate teams as needed. Escalate wider-impacting support issues to the Service Desk Team Lead and Head of IT Support when necessary. Conduct advanced network troubleshooting and root cause analysis. Provide advanced support for mobile devices (Apple & Android) and Mac OS X. Administer Active Directory Users and Computers through ADMP and CoreView. Deliver expert-level support for Windows 10, Windows 11, and Microsoft products. Assist with ad-hoc support requests, including desk moves and desk-side support. Act as a Major Incident (MI) owner, ensuring adherence to the documented MI process. Skills and experience Possess strong technical skills in Windows Administration, Office365 admin, AzureAD Citrix, Intune, iOS, Azure. Knowledge of experience in ITSM ticketing systems ideally ServiceNow Strong knowledge of ITIL or preferably possess ITIL Foundation V3/V4 Strong background in Windows and Microsoft Office administration A good understanding of mobile devices, such as Apple smartphones and tablets Familiarity and comfort in using web conferencing and collaboration tools and applications such as Teams, Zoom, Whatsapp, Cisco Webex etc. Excellent analytical and problem-solving skills, with the ability to think creatively and strategically. Strong communication skills, with the ability to clearly articulate technical issues to non-technical stakeholders. Ability to work independently and as part of a team, with a focus on achieving results. Location: Milton Keynes, Buckinghamshire (hybrid remote 2/3 days p/w) Term: Full Time, 12-month initial fixed term contract (Possible permanent) Salary: £30,000 - £35,000 per annum Benefits: Annual bonus program, optional on-call, paid training and development, excellent holiday allowance, great pension, health, and life insurance more! Do not let this opportunity pass you by, which could be the catalyst to your IT career offering fantastic prospects and well-paid positions. Please forward CV details for immediate consideration and interview.
Parkdean Resorts
Service Desk Engineer
Parkdean Resorts Newcastle Upon Tyne, Tyne And Wear
Parkdean Resorts are seeking a career minded, professional and confident IT analyst to support our busy Service Desk supporting our desktop estate and associated services. The role reports directly to the Service Desk Manager and will be the first point of contact for our employees' incidents and problems. So, why Parkdean Resorts? Well, besides the one-of-a-kind team culture, stunning locations across the UK, and the security that comes with being a part of the UK's largest holiday park organisation, we can offer: Up to 50% off holidays with us 30% off park activities, food & drink 25% off holidays for friends & family Clear career pathways for those looking to progress We want to be a force for good for our parks, people, and planet. Our passion is to secure the sustainability of our business, create positive change, and leave a green footprint for future generations to enjoy. What you will be doing Provide 1st and 2nd line support to employees, via various forms of engagement (voice, email and IM chat), Ensure all support is logged and managed through ServiceNow., Ensure timely resolution of requests in line with agreed SLAs, Ensure exceptional levels of customer service, Escalate alarms from business systems via our monitoring software, Engage with 3rd line teams and/or external partners to seek advice or escalate complex issues, Support the management of the Joiners, Movers, Leavers processes and configuring/building of devices. Support with the build of PC's, tablets and mobiles. Support with desk / office setup as needed Ensure that knowledge is shared across 1st and 2nd line Some of the skills and experience we are looking for: At least 1 year of experience in a service delivery role, Experience working with ITIL or an understanding of the framework, Experience of service desk functions including SLA management, Proven ability to manage large volume activities, across multiple work streams, Strong knowledge of Microsoft based operating systems, Windows Server 2012/2016, AD/Group Policy, MS Office, Virtual Services experience beneficial Whatever you do, please don't filter yourself out! We are often flexible when considering an applicant's skills and experience for a role. So, don't be put off if you don't tick all the boxes. Are we the right fit for you? At Parkdean Resorts we don't leave unforgettable moments to chance. We pitch in, we have fun, and we grow, challenging and inspiring each other to make great things happen every, single, day. We're the people people, Parkdean people - we're family, ensuring holiday happy is never far away. We want to do all we can to create an environment and recruitment process where people feel safe and comfortable to talk about disability.
04/09/2025
Full time
Parkdean Resorts are seeking a career minded, professional and confident IT analyst to support our busy Service Desk supporting our desktop estate and associated services. The role reports directly to the Service Desk Manager and will be the first point of contact for our employees' incidents and problems. So, why Parkdean Resorts? Well, besides the one-of-a-kind team culture, stunning locations across the UK, and the security that comes with being a part of the UK's largest holiday park organisation, we can offer: Up to 50% off holidays with us 30% off park activities, food & drink 25% off holidays for friends & family Clear career pathways for those looking to progress We want to be a force for good for our parks, people, and planet. Our passion is to secure the sustainability of our business, create positive change, and leave a green footprint for future generations to enjoy. What you will be doing Provide 1st and 2nd line support to employees, via various forms of engagement (voice, email and IM chat), Ensure all support is logged and managed through ServiceNow., Ensure timely resolution of requests in line with agreed SLAs, Ensure exceptional levels of customer service, Escalate alarms from business systems via our monitoring software, Engage with 3rd line teams and/or external partners to seek advice or escalate complex issues, Support the management of the Joiners, Movers, Leavers processes and configuring/building of devices. Support with the build of PC's, tablets and mobiles. Support with desk / office setup as needed Ensure that knowledge is shared across 1st and 2nd line Some of the skills and experience we are looking for: At least 1 year of experience in a service delivery role, Experience working with ITIL or an understanding of the framework, Experience of service desk functions including SLA management, Proven ability to manage large volume activities, across multiple work streams, Strong knowledge of Microsoft based operating systems, Windows Server 2012/2016, AD/Group Policy, MS Office, Virtual Services experience beneficial Whatever you do, please don't filter yourself out! We are often flexible when considering an applicant's skills and experience for a role. So, don't be put off if you don't tick all the boxes. Are we the right fit for you? At Parkdean Resorts we don't leave unforgettable moments to chance. We pitch in, we have fun, and we grow, challenging and inspiring each other to make great things happen every, single, day. We're the people people, Parkdean people - we're family, ensuring holiday happy is never far away. We want to do all we can to create an environment and recruitment process where people feel safe and comfortable to talk about disability.
Accenture
2nd Line Desktop Support Senior Analyst -White Glove Focused
Accenture
2nd Line Desktop Support Senior Analyst -White Glove Focused Location: London Salary: Dependant on experience plus excellent benefits Career Level:Senior Analyst Accenture is a leading global professional services company, providing a broad range of services in strategy and consulting, interactive, technology and operations, with digital capabilities across all of these services. With our thought leadership and culture of innovation, we apply industry expertise, diverse skill sets and next-generation technology to each business challenge, We believe in inclusion and diversity and supporting the whole person. Our core values comprise of Stewardship, Best People, Client Value Creation, One Global Network, Respect for the Individual and Integrity. Year after year, Accenture is recognized worldwide not just for business performance but for inclusion and diversity too. "Across the globe, one thing is universally true of the people of Accenture: We care deeply about what we do and the impact we have with our clients and with the communities in which we work and live. It is personal to all of us." - Julie Sweet, Accenture CEO As a team: You'll learn, grow and advance in an innovative culture thatthrives on shared success, diverse ways of thinking and enables boundaryless opportunitiesthat candrive your career in new and exciting ways If you're looking for a challenging career working in a vibrant environment with access to training and a global network of experts, this could be the role for you.As part of our global team, you'll be working with cutting-edge technologies and will have the opportunity to develop a wide range of new skills on the job. In our team you will learn: Deliver effective incident queue management via current call logging toolsets. Prioritise ticket resolution workload on predefined Service Level Agreements with proactive and timely status updates until resolution. Act as a key technical escalation point, providing guidance and support for more junior members of the team, take a lead in driving resolutions for IT problems, linking in with relevant teams where required Act as a trusted security champion to ensure Accenture continue to meet and exceed our internal security and compliance goals. As a Senior Analyst , you will: Focus on Supporting the Senior leadership and the White Glove service Proactive intervention and monitoring to prevent incidents when required Close collaboration with the EA community to support the MD community Respond to and resolve in person first and second line IT incidents logged via direct walk up or via global IT Service Desk. Perform PC upgrades using defined internal processes, including data backups and restore. Provide IT support for events such as new joiner inductions, VIP meetings and other events where required. Maintain good knowledge of all PC hardware models in the environment, including specifications and internal customer PC model eligibility criteria. Act as a technical resource for key technology projects when required. Ensure that appropriate cost recovery of products and services is effectively communicated to customers and actioned correctly using set process and tools. Perform timely updating of the asset management records to accurately account for movement of IT hardware within the environment in accordance with agreed asset management processes and policies Show more Show less Qualifications We are looking for experience in the following skills High level 2nd line support skills Good communication both verbal and written Able to work independently or as part of a team Set yourself apart: Willingness to learn Proactive approach Excellent communication skills comfortable with communicating at all levels What's in it for you At Accenture in addition to a competitive basic salary, you will also have an extensive benefits package which includes 25 days' vacation per year, private medical insurance and 3 extra days leave per year for charitable work of your choice! About Accenture Accenture is a leading global professional services company, providing a broad range of services in strategy and consulting, interactive, technology and operations, with digital capabilities across all of these services. We combine unmatched experience and specialized capabilities across more than 40 industries - powered by the world's largest network of Advanced Technology and Intelligent Operations centers. With 513,000 people serving clients in more than 120 countries, Accenture brings continuous innovation to help clients improve their performance and create lasting value across their enterprises. Visit us at . Closing Date for Applications 31/07/2022 Accenture reserves the right to close the role prior to this date should a suitable applicant be found.
24/09/2022
Full time
2nd Line Desktop Support Senior Analyst -White Glove Focused Location: London Salary: Dependant on experience plus excellent benefits Career Level:Senior Analyst Accenture is a leading global professional services company, providing a broad range of services in strategy and consulting, interactive, technology and operations, with digital capabilities across all of these services. With our thought leadership and culture of innovation, we apply industry expertise, diverse skill sets and next-generation technology to each business challenge, We believe in inclusion and diversity and supporting the whole person. Our core values comprise of Stewardship, Best People, Client Value Creation, One Global Network, Respect for the Individual and Integrity. Year after year, Accenture is recognized worldwide not just for business performance but for inclusion and diversity too. "Across the globe, one thing is universally true of the people of Accenture: We care deeply about what we do and the impact we have with our clients and with the communities in which we work and live. It is personal to all of us." - Julie Sweet, Accenture CEO As a team: You'll learn, grow and advance in an innovative culture thatthrives on shared success, diverse ways of thinking and enables boundaryless opportunitiesthat candrive your career in new and exciting ways If you're looking for a challenging career working in a vibrant environment with access to training and a global network of experts, this could be the role for you.As part of our global team, you'll be working with cutting-edge technologies and will have the opportunity to develop a wide range of new skills on the job. In our team you will learn: Deliver effective incident queue management via current call logging toolsets. Prioritise ticket resolution workload on predefined Service Level Agreements with proactive and timely status updates until resolution. Act as a key technical escalation point, providing guidance and support for more junior members of the team, take a lead in driving resolutions for IT problems, linking in with relevant teams where required Act as a trusted security champion to ensure Accenture continue to meet and exceed our internal security and compliance goals. As a Senior Analyst , you will: Focus on Supporting the Senior leadership and the White Glove service Proactive intervention and monitoring to prevent incidents when required Close collaboration with the EA community to support the MD community Respond to and resolve in person first and second line IT incidents logged via direct walk up or via global IT Service Desk. Perform PC upgrades using defined internal processes, including data backups and restore. Provide IT support for events such as new joiner inductions, VIP meetings and other events where required. Maintain good knowledge of all PC hardware models in the environment, including specifications and internal customer PC model eligibility criteria. Act as a technical resource for key technology projects when required. Ensure that appropriate cost recovery of products and services is effectively communicated to customers and actioned correctly using set process and tools. Perform timely updating of the asset management records to accurately account for movement of IT hardware within the environment in accordance with agreed asset management processes and policies Show more Show less Qualifications We are looking for experience in the following skills High level 2nd line support skills Good communication both verbal and written Able to work independently or as part of a team Set yourself apart: Willingness to learn Proactive approach Excellent communication skills comfortable with communicating at all levels What's in it for you At Accenture in addition to a competitive basic salary, you will also have an extensive benefits package which includes 25 days' vacation per year, private medical insurance and 3 extra days leave per year for charitable work of your choice! About Accenture Accenture is a leading global professional services company, providing a broad range of services in strategy and consulting, interactive, technology and operations, with digital capabilities across all of these services. We combine unmatched experience and specialized capabilities across more than 40 industries - powered by the world's largest network of Advanced Technology and Intelligent Operations centers. With 513,000 people serving clients in more than 120 countries, Accenture brings continuous innovation to help clients improve their performance and create lasting value across their enterprises. Visit us at . Closing Date for Applications 31/07/2022 Accenture reserves the right to close the role prior to this date should a suitable applicant be found.
Accenture
Mac/ Windows Senior Support Analyst - Leeds
Accenture
Mac/ Windows Senior Support Analyst Location: Leeds Career Level: Senior Analyst Accenture is a leading global professional services company, providing a broad range of services in strategy and consulting, interactive, technology and operations, with digital capabilities across all of these services. With our thought leadership and culture of innovation, we apply industry expertise, diverse skill sets and next-generation technology to each business challenge. We believe in inclusion and diversity and supporting the whole person. Our core values comprise of Stewardship, Best People, Client Value Creation, One Global Network, Respect for the Individual and Integrity. Year after year, Accenture is recognized worldwide not just for business performance but for inclusion and diversity too. "Across the globe, one thing is universally true of the people of Accenture: We care deeply about what we do and the impact we have with our clients and with the communities in which we work and live. It is personal to all of us." - Julie Sweet, Accenture CEO The Opportunity: This is a great opportunity to join a small but perfectly formed and friendly team who provide focused 1st and 2nd line support to some of the most vibrant and energised components of Accenture Interactive. Backed by multiple specialist technical and project teams within Accenture, the Interactive Local Technology Support team provide point-of-delivery support to several key entities within Accenture. The team is based at the Infinity works office. You'll learn, grow and advance in an innovative culture thatthrives on shared success, diverse ways of thinking and enables boundaryless opportunitiesthat candrive your career in new and exciting ways If you're looking for a challenging career working in a vibrant environment with access to training and a global network of experts, this could be the role for you.As part of our global team, you'll be working with cutting-edge technologies and will have the opportunity to develop a wide range of new skills on the job. What you will be doing: 1st & 2nd line computer and A/V support Logging tickets on Service Now and progressing to completion taking relevant action where necessary Preparing new laptops and running mini induction sessions for new starters Writing and maintaining documentation Updating asset management systems Assisting with various project work Show more Show less Qualifications Key skills / experience / attributes / technologies: Mac, PC and Linux support experience and Familiar with working on a support helpdesk for users operating within an Active Directory environment. Solid working knowledge of Windows Experience of working with a range of network/server environments What's in it for you At Accenture in addition to a competitive basic salary, you will also have an extensive benefits package which includes 25 days' vacation per year, private medical insurance and 3 extra days leave per year for charitable work of your choice! About Accenture Accenture is a global professional services company with leading capabilities in digital, cloud and security. Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Interactive, Technology and Operations services - all powered by the world's largest network of Advanced Technology and Intelligent Operations centers. Our674,000people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners, and communities. Visit us at . Accenture is an equal opportunities employer and welcomes applications from all sections of society and does not discriminate on grounds of race, religion or belief, ethnic or national origin, disability, age, citizenship, marital, domestic or civil partnership status, sexual orientation, or gender identity, or any other basis as protected by applicable law. Closing Date for Applications 31st May 2022 Accenture reserves the right to close the role prior to this date should a suitable applicant be found.
24/09/2022
Full time
Mac/ Windows Senior Support Analyst Location: Leeds Career Level: Senior Analyst Accenture is a leading global professional services company, providing a broad range of services in strategy and consulting, interactive, technology and operations, with digital capabilities across all of these services. With our thought leadership and culture of innovation, we apply industry expertise, diverse skill sets and next-generation technology to each business challenge. We believe in inclusion and diversity and supporting the whole person. Our core values comprise of Stewardship, Best People, Client Value Creation, One Global Network, Respect for the Individual and Integrity. Year after year, Accenture is recognized worldwide not just for business performance but for inclusion and diversity too. "Across the globe, one thing is universally true of the people of Accenture: We care deeply about what we do and the impact we have with our clients and with the communities in which we work and live. It is personal to all of us." - Julie Sweet, Accenture CEO The Opportunity: This is a great opportunity to join a small but perfectly formed and friendly team who provide focused 1st and 2nd line support to some of the most vibrant and energised components of Accenture Interactive. Backed by multiple specialist technical and project teams within Accenture, the Interactive Local Technology Support team provide point-of-delivery support to several key entities within Accenture. The team is based at the Infinity works office. You'll learn, grow and advance in an innovative culture thatthrives on shared success, diverse ways of thinking and enables boundaryless opportunitiesthat candrive your career in new and exciting ways If you're looking for a challenging career working in a vibrant environment with access to training and a global network of experts, this could be the role for you.As part of our global team, you'll be working with cutting-edge technologies and will have the opportunity to develop a wide range of new skills on the job. What you will be doing: 1st & 2nd line computer and A/V support Logging tickets on Service Now and progressing to completion taking relevant action where necessary Preparing new laptops and running mini induction sessions for new starters Writing and maintaining documentation Updating asset management systems Assisting with various project work Show more Show less Qualifications Key skills / experience / attributes / technologies: Mac, PC and Linux support experience and Familiar with working on a support helpdesk for users operating within an Active Directory environment. Solid working knowledge of Windows Experience of working with a range of network/server environments What's in it for you At Accenture in addition to a competitive basic salary, you will also have an extensive benefits package which includes 25 days' vacation per year, private medical insurance and 3 extra days leave per year for charitable work of your choice! About Accenture Accenture is a global professional services company with leading capabilities in digital, cloud and security. Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Interactive, Technology and Operations services - all powered by the world's largest network of Advanced Technology and Intelligent Operations centers. Our674,000people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners, and communities. Visit us at . Accenture is an equal opportunities employer and welcomes applications from all sections of society and does not discriminate on grounds of race, religion or belief, ethnic or national origin, disability, age, citizenship, marital, domestic or civil partnership status, sexual orientation, or gender identity, or any other basis as protected by applicable law. Closing Date for Applications 31st May 2022 Accenture reserves the right to close the role prior to this date should a suitable applicant be found.
Sopra Steria
Support Analyst
Sopra Steria
Are you a second line support analyst looking for a new role? This is an exciting new role that would suit an ambitious individual who is looking to take the next step in their career. In this role you will provide 2nd line support to internal and external clients globally via video conferencing, email and telephone. This role mainly focuses on supporting client applications and services to include, but not limited to Windows Server, SQL, Azure (IaaS,PaaS, SaaS), Office 365, VMWare ESXi. What you'll be doing: Providing 2nd level technical support to internal and external clients globally, in-line with Service Level Agreements. Work closely with 1st Line support teams. Assist in change & configuration management. Ensure problems and incidents are resolved in-line with ITIL processes. Keep clear and concise documentation to support other team members. Work in a collaborative environment with wider teams, giving guidance, support and transfer of knowledge where applicable. What you'll bring: Previous experience in an IT Helpdesk / Application or Software Support role; preferably at a 2nd Line level. Good all round technical support experience with Microsoft products and services. Basic networking skills including diagnostics. Strong analytical and problem solving skills. Strong communication skills both written and oral. It would be great if you had: Experience of ITIL methodology Active Directory, Cloud Apps, MS-SQL. Experience with Virtualisation software. Basic scripting knowledge (e.g. PowerShell, SQL) If you are interested in this role but not sure if your skills and experience are exactly what we're looking for, please do apply, we'd love to hear from you! Full time permanent Location: Anywhere UK, remote home working. Security Clearance Level: Current SC, or eligibility to undergo the vetting process. Internal Recruiter: Paul Salary £25000-£30,000 Benefits 25 days annual leave with the option to buy additional days, life assurance, pension, and generous flexible benefits fund Although this role is advertised as full-time, we support many ways of working and can offer a range of flexible working arrangements. So, if you're interested and need to work flexibly, we encourage you to apply and talk to us about what might be possible. Loved reading about this job and want to know more about us? Shared Services Connected Ltd was established as a joint venture between the Cabinet Office and Sopra Steria, in 2013 as part of the Government's Shared Services Strategy for Smarter Government programme and operates from four regional centres of excellence: Blackpool; Newcastle; Newport; and York. We deliver best in class business transformation programmes to across the Public Sector with a target to release one billion pounds of savings to the public. We have established an enviable track record in the design and delivery of large-scale innovative HR, Payroll, IT, and Finance & Accounting solutions to significantly improve efficiencies and enhance service levels across Government and Public Sector. Our clients include several government agencies including the Department for Work and Pensions, Environment Agency Department for Education, Ministry of Justice and Home Office as well as the Metropolitan Police Service and the Construction Industry Training Board.
05/02/2022
Full time
Are you a second line support analyst looking for a new role? This is an exciting new role that would suit an ambitious individual who is looking to take the next step in their career. In this role you will provide 2nd line support to internal and external clients globally via video conferencing, email and telephone. This role mainly focuses on supporting client applications and services to include, but not limited to Windows Server, SQL, Azure (IaaS,PaaS, SaaS), Office 365, VMWare ESXi. What you'll be doing: Providing 2nd level technical support to internal and external clients globally, in-line with Service Level Agreements. Work closely with 1st Line support teams. Assist in change & configuration management. Ensure problems and incidents are resolved in-line with ITIL processes. Keep clear and concise documentation to support other team members. Work in a collaborative environment with wider teams, giving guidance, support and transfer of knowledge where applicable. What you'll bring: Previous experience in an IT Helpdesk / Application or Software Support role; preferably at a 2nd Line level. Good all round technical support experience with Microsoft products and services. Basic networking skills including diagnostics. Strong analytical and problem solving skills. Strong communication skills both written and oral. It would be great if you had: Experience of ITIL methodology Active Directory, Cloud Apps, MS-SQL. Experience with Virtualisation software. Basic scripting knowledge (e.g. PowerShell, SQL) If you are interested in this role but not sure if your skills and experience are exactly what we're looking for, please do apply, we'd love to hear from you! Full time permanent Location: Anywhere UK, remote home working. Security Clearance Level: Current SC, or eligibility to undergo the vetting process. Internal Recruiter: Paul Salary £25000-£30,000 Benefits 25 days annual leave with the option to buy additional days, life assurance, pension, and generous flexible benefits fund Although this role is advertised as full-time, we support many ways of working and can offer a range of flexible working arrangements. So, if you're interested and need to work flexibly, we encourage you to apply and talk to us about what might be possible. Loved reading about this job and want to know more about us? Shared Services Connected Ltd was established as a joint venture between the Cabinet Office and Sopra Steria, in 2013 as part of the Government's Shared Services Strategy for Smarter Government programme and operates from four regional centres of excellence: Blackpool; Newcastle; Newport; and York. We deliver best in class business transformation programmes to across the Public Sector with a target to release one billion pounds of savings to the public. We have established an enviable track record in the design and delivery of large-scale innovative HR, Payroll, IT, and Finance & Accounting solutions to significantly improve efficiencies and enhance service levels across Government and Public Sector. Our clients include several government agencies including the Department for Work and Pensions, Environment Agency Department for Education, Ministry of Justice and Home Office as well as the Metropolitan Police Service and the Construction Industry Training Board.
Freshfields
Service Desk Analyst
Freshfields Manchester, Lancashire
Role Purpose The IT Service Delivery function within the IT Department manages the development, operation and technical support of the core IT infrastructure and business applications, ensuring they run efficiently, effectively and securely. The IT Service Desk is responsible for providing IT related information and support via telephone and email to all fee earners and business services employees on a 24/7 basis to all Freshfields international offices. Key Responsibilities and Deliverables Responsible for providing first line support to customers across the firm and in some cases this may include supporting the firm's clients, directly or indirectly. Their primary focus will be to ensure all calls and emails are answered promptly, requests and incidents are dealt with appropriately and all calls are adequately logged within the firm's service management system. The role is expected to work as part of a team, flexibly, in a rotating shift pattern. Act as a single point of contact for all incoming calls and emails from customers regarding IT issues and queries; 1st line support - troubleshooting IT relating problems for the firm's core systems ensuring issues are logged with the required information; Ensure all calls and emails are logged and managed within the firm's service management system in accordance to the agreed SLAs and OLAs; Keep customers updated on outstanding tickets; Take ownership of problems and follow up the status of problems on behalf of the customer and communicate progress in a timely manner; Meet or exceed defined quality and performance targets for IT Service Desk; Take responsibility for calls and see them through to completion; Assign incidents and requests to appropriate 2nd/ 3rd line teams after all troubleshooting steps have been exhausted; Proactively pick up on trends from calls logged Update documentation and knowledge base articles as and when required Project work as required Key Requirements Essential Customer service / IT Service Desk experience; Excellent communication skills; Ability to maintain composure in a pressurised, fast-paced environment; Ability to understand business needs and prioritise issues accordingly; Ability to take ownership of and manage issues to resolution; A broad knowledge and interest in IT Desirable Multi-lingual - German language in particular; ITIL Certification or relevant experience; Citrix / Microsoft qualifications; Experience of supporting remote working (RSA and Pulse) ; Experience of supporting IOS mobile devices, UEM; Experience of supporting a Citrix environment; Experience of supporting Windows 10, MS Office 2016 applications, Office 365; Advanced knowledge of Active Directory; Experience of working at a large law firm, professional services firm or investment bank Function Overview The IT Department is responsible for providing technology and support to enable fee earners and business services employees to operate efficiently both internally and with their clients. The IT department is comprised of two functions, Customer Services and Technology Services. These two functions work closely together with the shared goal of delivering strategic business value through the application of technology. IT operates as a global team with regional presence in most of our offices. Our centralised IT infrastructure is maintained and managed by Technology Services and Customer Services provides all business facing support and services. Inclusion Freshfields is an equal opportunities employer and all applications received by the firm will be considered by the firm on the basis of their merit alone and we welcome applications from all suitably qualified individuals regardless of background. All offers of employment will be conditional on the candidate having/securing the right to work in the UK and providing the firm with evidence of that right (as required by the Immigration, Asylum and Nationality Act 2006) prior to employment commencing. Freshfields is a Ban the Box employer. We ask applicants to disclose criminal convictions only when a conditional job offer is made. A conviction does not automatically lead to withdrawal of the offer: we make decisions on a case by case basis and take a number of factors into account (e.g. the role you are applying for and the circumstances of the offence). You would have the opportunity to discuss the matter with us before we make a decision.
04/11/2021
Full time
Role Purpose The IT Service Delivery function within the IT Department manages the development, operation and technical support of the core IT infrastructure and business applications, ensuring they run efficiently, effectively and securely. The IT Service Desk is responsible for providing IT related information and support via telephone and email to all fee earners and business services employees on a 24/7 basis to all Freshfields international offices. Key Responsibilities and Deliverables Responsible for providing first line support to customers across the firm and in some cases this may include supporting the firm's clients, directly or indirectly. Their primary focus will be to ensure all calls and emails are answered promptly, requests and incidents are dealt with appropriately and all calls are adequately logged within the firm's service management system. The role is expected to work as part of a team, flexibly, in a rotating shift pattern. Act as a single point of contact for all incoming calls and emails from customers regarding IT issues and queries; 1st line support - troubleshooting IT relating problems for the firm's core systems ensuring issues are logged with the required information; Ensure all calls and emails are logged and managed within the firm's service management system in accordance to the agreed SLAs and OLAs; Keep customers updated on outstanding tickets; Take ownership of problems and follow up the status of problems on behalf of the customer and communicate progress in a timely manner; Meet or exceed defined quality and performance targets for IT Service Desk; Take responsibility for calls and see them through to completion; Assign incidents and requests to appropriate 2nd/ 3rd line teams after all troubleshooting steps have been exhausted; Proactively pick up on trends from calls logged Update documentation and knowledge base articles as and when required Project work as required Key Requirements Essential Customer service / IT Service Desk experience; Excellent communication skills; Ability to maintain composure in a pressurised, fast-paced environment; Ability to understand business needs and prioritise issues accordingly; Ability to take ownership of and manage issues to resolution; A broad knowledge and interest in IT Desirable Multi-lingual - German language in particular; ITIL Certification or relevant experience; Citrix / Microsoft qualifications; Experience of supporting remote working (RSA and Pulse) ; Experience of supporting IOS mobile devices, UEM; Experience of supporting a Citrix environment; Experience of supporting Windows 10, MS Office 2016 applications, Office 365; Advanced knowledge of Active Directory; Experience of working at a large law firm, professional services firm or investment bank Function Overview The IT Department is responsible for providing technology and support to enable fee earners and business services employees to operate efficiently both internally and with their clients. The IT department is comprised of two functions, Customer Services and Technology Services. These two functions work closely together with the shared goal of delivering strategic business value through the application of technology. IT operates as a global team with regional presence in most of our offices. Our centralised IT infrastructure is maintained and managed by Technology Services and Customer Services provides all business facing support and services. Inclusion Freshfields is an equal opportunities employer and all applications received by the firm will be considered by the firm on the basis of their merit alone and we welcome applications from all suitably qualified individuals regardless of background. All offers of employment will be conditional on the candidate having/securing the right to work in the UK and providing the firm with evidence of that right (as required by the Immigration, Asylum and Nationality Act 2006) prior to employment commencing. Freshfields is a Ban the Box employer. We ask applicants to disclose criminal convictions only when a conditional job offer is made. A conviction does not automatically lead to withdrawal of the offer: we make decisions on a case by case basis and take a number of factors into account (e.g. the role you are applying for and the circumstances of the offence). You would have the opportunity to discuss the matter with us before we make a decision.

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