494 jobs found

The purpose is to provide business continuity by performing timely on-site resolutions to a wide range of hardware and desktop issues that cannot always be effected remotely. Specifically, to the Jellycat Warehouse. You'll be; Providing IT support across desktop environments, warehouse systems, business applications and mobile computing, minimising disruption to business operations. Driving the creation, continual improvement and governance of knowledge sharing between the business and the Service Desk. Delivering timely on-site support, maintaining high standards of customer service and identifying and addressing training needs where required. Monitoring the IT Service Management (ITSM) toolset and respond to escalations from the Service Desk, including task allocation and clear communication of urgency and impact. Working closely with on-site users to diagnose and resolve break/fix issues, ensuring rapid resolution or appropriate escalation. Identifing incident trends, investigate root causes and develop effective solutions, leveraging internal expertise and engaging third-party support or consultants where necessary. Performing daily operational and mandatory checks, including reviewing supplier reports, backup routines and key system performance metrics. Carrying out hardware and software imaging, configuration, deployment, migration, maintenance and ongoing support. Providing guidance and mentoring to junior team members, supporting their technical development, knowledge sharing and confidence in delivering IT support. You'll have; Experience in Tier 1 IT support within a retail or e-commerce environment (desirable), supported by relevant certifications where possible. Experience supporting business systems such as SAP Business One or Microsoft Dynamics 365 (desirable). Strong communication skills, with the ability to engage effectively with colleagues at all levels. Understanding ITIL principles; ITIL v4 Foundation certification is advantageous. Proven experience supporting remote workers while maintaining high levels of engagement and productivity. Strong knowledge of Microsoft Windows 11 and Microsoft Office applications; familiarity with macOS is advantageous. Experience administering MDM solutions such as Microsoft Intune, JAMF, or NinjaOne. Familiarity with remote support tools and methods. Ability to research technical issues using internal and public resources and implement effective solutions. Experience supporting a wide range of devices, including mobiles, desktops, tablets, EPOS systems, printers, and scanners. Basic understanding of infrastructure / networking concepts. Ability to work independently and collaboratively as part of the team to resolve issues and deliver projects. Ownership and accountability for assigned tasks, including those forming part of wider project lifecycles. Contributing positively to a collaborative team culture, with a willingness to share ideas, take on varied responsibilities and support wider team objectives. Demonstrating strong problem-solving skills, with the ability to make timely decisions within remitting and escalating where appropriate. Taking a proactive approach to personal development, including self-learning and identifying formal training opportunities. Supporting and driving change, applying appropriate levels of governance while working at a pace suited to a fast-moving business.

Itrm in Sidcup is seeking a dedicated IT Service Desk professional to progress and resolve calls within SLA, acting as the single point of contact for clients and ensuring timely updates. This demanding role involves administration of customer infrastructure, delivering second-line support, and proactive maintenance across Windows Server, Azure, Exchange/Office 365, and network tech, with occasional on-site work and out-of-hours rota.

IT Support Analyst Location: London, UK (Hybrid Working) Salary range: £30,000 - £35,000 plus benefits including annual discretionary bonus Join Our Global IT Team We're looking for a proactive and motivated IT Support Analyst to join our global IT team. This is an exciting opportunity for someone with previous IT service desk or technical support experience who enjoys solving problems, supporting users, and developing their technical expertise across a modern global technology environment. Based in our London office, you'll play a key role in supporting employees across the UK and internationally, providing hands on endpoint support, managing IT platforms, and contributing to projects that help improve the way our teams work. This role offers excellent opportunities for professional development, exposure to a broad range of technologies, and the chance to work closely with colleagues across the business and around the world. What You'll Be Doing Global IT Support Provide 2nd line IT support to users across the UK and global business. Manage and respond to support requests through our Jira ticketing system. Support employee onboarding and offboarding processes. Administer key business platforms including: Microsoft 365 Microsoft Intune Google Workspace Kandji Ubiquiti Create and maintain technical documentation and user guides. Support meeting room technology and collaboration tools. Assist with company wide Town Halls and All Hands events. Endpoint & User Support Install, configure, and maintain laptops, desktops, and other hardware. Provide both remote and in person support for employees. Troubleshoot hardware, software, and connectivity issues. Network & Infrastructure Support Monitor and maintain office networks, Wi Fi, and connectivity. Support storage infrastructure and backup solutions. Assist with troubleshooting and resolving network outages and performance issues. IT Projects & Continuous Improvement Collaborate with the wider IT team on global improvement initiatives. Support the rollout of new tools, technologies, and processes. Identify opportunities to improve support services and user experience. What We're Looking For Previous experience in an IT Service Desk, IT Support, or Technical Support role. Strong troubleshooting and problem solving skills. Experience supporting Windows operating systems. Excellent communication skills and the ability to support both technical and non technical users. Strong organisational skills with the ability to manage multiple priorities. Good understanding of IT security and cybersecurity best practices. A proactive, customer focused approach and willingness to learn. Desirable Experience with: Microsoft 365, Entra ID, and Intune Google Workspace Linux and macOS environments Android and iOS devices Wired and wireless networking Server and endpoint hardware support What You'll Gain This role provides the opportunity to develop your expertise across a wide range of enterprise technologies, including: Microsoft 365, Entra ID and Intune Google Workspace Ubiquiti networking solutions Firewall technologies including WatchGuard and FortiGate VPN technologies and network security Cloud based identity and device management NAS and storage platforms Endpoint security tools Modern SaaS IT administration platforms Why Join Us? You'll be joining a collaborative and supportive global IT team where you'll have the opportunity to broaden your technical skillset, contribute to meaningful projects, and make a real impact across the business. We know great candidates don't always tick every box. If you're excited about the role and believe you could be a great fit, we'd love to hear from you.

Reporting to the Tier 2 Team Leader, your main duties will be to ensure the progression and swift resolution of calls logged with the Service Desk and delivering superior services in line with Service Level Agreements whilst managing client expectations. Throughout the service desk process, you will remain the single point of contact with the customer, maintaining ownership of the original fault and acting as the main point of contact between the customer and ITRM, providing timely updates, ensuring the fault is assigned the correct level of priority and attention. This is a demanding support position, which calls for excellent customer service skills, the ability to articulate solutions clearly and confidently to end users and a broad technical knowledge across a range of technologies General summary: Administering and supporting the customer's infrastructure Delivering second-line support Demonstrating the ability to troubleshoot and resolve complex issues Planning and recommending enhancements to ensure that IT capacity meets current and future business requirements in a cost-effective manner Complete proactive works, including but not limited to: Windows patching, network device firmware updates, setup of SNMP monitoring, documentation creation and review of Office365 secure score. New desktop and laptop setups, including other minor implementation works. This may be performed remotely or on the client site, depending upon the scope of works. The department The IT Service Desk is made up of a team of engineers covering all support tiers and abilities, from 1st-line apprentice engineers through to 3rd-line engineers. We also have a team of consultancy resources; however, they do not work permanently on the Service Desk. The Service Desk, based in Sidcup, is responsible for the provision of IT services and support to 100+ clients across the UK. The successful candidate will be required to work closely with the Sales Team and Account Managers, Consultancy, Business Operations, and other members of the ITRM team. Duties and responsibilities Handle escalated calls from the first-line Service Desk Administer and maintain customer infrastructure, including Active Directory, Azure AD, LAN, Internet access, firewalls and Exchange/Office 365 Monitor and troubleshoot server and network performance utilising the monitoring system to ensure any necessary action is taken Administer backup and disaster recovery systems and processes Management of relationships with third parties and suppliers Keep operational documentation up to date Attend client sites for issue resolution and proactive maintenance Out-of-hours and/or on-call working is periodically required Technical skills Excellent knowledge of Microsoft Windows Server 2008/2012/2016/2019 including NLB and clustering Good knowledge of Hyper-V and VMware ESX Experience managing Azure, primarily Virtual Machine Infrastructure Strong knowledge of Microsoft Exchange Server and Office 365, including Sharepoint and AzureAD. Strong knowledge/experience of troubleshooting networking protocols and technologies such as TCP/IP, DNS, DHCP, routing and vLANs Good Knowledge of backup and DR services (Backup Exec, Datto, Azure) Experience in managing Cisco switches and routers. Good knowledge of cloud telephony systems Knowledge of iSCSI/Fibre channel Storage Area Networks, such as EMC Knowledge of Windows Script Host/VBScript/ PowerShell Strong knowledge of Microsoft Windows 7-11 MCSA/MCITP: Server Administrator/VCP or equivalent IT qualifications an advantage Person specification A strong desire and focus on continued improvements to the department and personally. A desire to be part of an overall team and achieve team goals To continually strive to improve overall firm effectiveness Confident mentor of other members of the Service Desk. Natural aptitude for troubleshooting and problem solving Proven ability to work under pressure and with other people Strong time management and self-motivation skills A lateral thinker Keeping up to date with current industry trends and emerging technologies and best practices Must be able to demonstrate a 'customer first' approach to support 3 years+ experience on a helpdesk, technical support or similar role, preferably in an MSP environment. Access to own vehicle is required This job description indicates the general nature and level of work performed within this role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required. You will also be expected to undertake duties which may not be listed on this job description as directed by your line manager, which will be deemed as reasonable within the scope of the role. This role will report to the Service Delivery Manager. Annual salary depending upon experience. Paid overtime or time off in lieu Out of hours support rota, paid as a retainer. Working hours on a shift basis as follows: 07:00am until 3:45pm 08:45am until 5:30pm 09:15am until 6:00pm Contributory pension scheme (after 3 months service and successful completion of probationary period)

Hazlewoods is proud to be one of the largest independent chartered accountants and business advisers in the Southwest, with over 550 dedicated professionals across Gloucestershire, Bristol, and Cardiff. Are you a tech-savvy problem solver with a passion for delivering exceptional customer service? Join our dynamic and growing IT team as a Service Desk Analyst, where your skills will make a real impact across our office locations. If you are looking for a collaborative IT team that values service excellence and innovation and enjoy professional development and long-term opportunities, please keep reading. Role and Responsibilities: Provide 1st and 2nd Line IT support via phone, email, and face-to-face interactions Log and manage support tickets, including daily system checks Handle user requests such as onboarding, offboarding, and internal moves Lead engaging IT inductions for new starters Requirements: Minimum 2 years' experience in IT support, ideally within a service desk/help desk environment Strong working knowledge of Windows OS (configuration and troubleshooting) Basic understanding of networking concepts: LAN, WAN, DHCP, DNS Excellent communication skills and confidence interacting across all levels of the business Full UK driving licence and access to a vehicle (essential for multi-site support) At Hazlewoods we value our employees and have a competitive benefits package including: Direct application bonus On-site parking or contribution to parking depending on location Profit share scheme 25 days annual leave plus the option to purchase up to a total of 30 days. Clear progression structure Life assurance - 6x annual salary. Health and wellbeing benefits such as; discounted gym membership, on-site mental health first aiders, online GP appointment, Employee Assistance Programme, access to Aviva Digicare+, plus much more! Enhanced maternity and paternity leave Regular firm-wide and team social events

Hazlewoods is seeking a Service Desk Analyst to join our IT team, supporting multiple office locations across the Southwest. You will provide 1st and 2nd line IT support via phone, email, and in person, log and manage tickets, and assist with onboarding, offboarding, and internal moves. The role requires excellent communication and a proactive approach to IT inductions for new starters, with opportunities for professional development and long-term growth within Hazlewoods.

The the company (IRC) responds to the world's worst humanitarian crises, helping to restore health, safety, education, economic wellbeing, and power to people devastated by conflict and disaster. Founded in 1933 at the call of Albert Einstein, the IRC is one of the world's largest international humanitarian non-governmental organizations (INGO), at work in more than 40 countries and 29 U.S. cities helping people to survive, reclaim control of their future and strengthen their communities. A force for humanity, IRC employees deliver lasting impact by restoring safety, dignity and hope to millions. If you're a solutions-driven, passionate change-maker, come join us in positively impacting the lives of millions of people world-wide for a better future. To ensure that we are effectively carrying out our mission, we have committed to implement outcome-driven and evidence-based programs, measure what we achieve, act on what we learn, and generate new and relevant evidence. We need to produce high-quality data that can inform decision-making while also meeting donor requirements. The Monitoring Evaluation Technology Accountability and Learning (METAL) Unit is responsible for global guidance, resources and coordination to ensure that staff across all our programs are equipped with the skills and tools they need to generate and manage the right data for programmatic decision-making across the IRC. IRC's M&E efforts rely heavily on technology platforms, and IRC's Measurement Strategic Plan calls for further investment in and commitment to technology for M&E. Over the coming 2-3 years, the Data and Analytics Team (which sits at the intersection of the METAL Unit and IT) will design, deliver and support a more comprehensive technology stack for M&E, ensuring Crisis Response, Recovery and Development (CRRD) program, technical and M&E staff have access to more comprehensive technology platforms to improve program delivery. Job Overview/Summary Focused on Program Data and Analytics technology support, the Software Developer-Analyst is a member of the team responsible for developing, implementing, and supporting IRC's global technology tools and platform for the organization and analysis of the data generated by these products. This includes CommCare, Microsoft PowerApps, Microsoft Power BI, and Microsoft SQL Server Azure based data warehouse. Working in partnership with staff at various levels and locations, the Software Developer Analyst performs a key role in analyzing, developing, and improving tools and processes contributing to the successful rollout of the Technology for Measurement products. Specific tasks include data platform development, support, configuration, technical assistance and issues routing, second line help desk support, and participation in setting standards for processes, data quality, security, and systems configurations. Major Responsibilities Software Development Work with the CRRD MEAL and Program teams and other stakeholders in requirements gathering and analysis to inform development or improvement of measurement technology products. Support the development and rollout of organization-wide dashboard products including Annual Statistics and Program Indicator Dashboards in close collaboration with the METAL Unit MEAL teams and sector subject-matter experts. Develop and improve Power Platform applications and other low-code/no-code data platforms to support program data within the IRC. Participate in the design, implementation, and operation of data quality processes as they apply to the technology for programs data products. Develop technical documentation of technology for program products such as user guides, setup manuals etc. for the implementation team and end users. Develop and maintain technology development standards and guidelines to inform best practices in technology for program products development. Ensure adherence to developed standards and guidelines as well as IRC-wide guidelines, standards, and processes, including information / data security policies. Provide technology training to business teams, deployment teams and end users on developed data products. Support standards for data protection, confidentiality and data security for the technology systems and collaborate with key teams in IT security and protection teams for guidance as needed. Review and analyze software requirements and convert these into estimated developer tasks. Any other duties as assigned by the supervisor. Data Analysis Work with the CRRD MEAL and program teams and other stakeholders to understand and document data analysis requirements and subsequently, Lead the design and development of DataMarts, multi-dimensional cubes and ad-hoc persistent tables to facilitate analysis and development of IRC global dashboards. Training of data analysts and other staff on the use of the BI DataMarts and multi-dimensional cubes to support development of Power BI dashboard using data stored in the IRC data lake house. Develop and maintain data and metadata definitions, documentation and versioning. Technology Support Provide Tier-2 and Tier-3 support emerging from Countries and Regional Technology support team for the measurement technology products rolled out. During piloting and rollout, provide training and hyper-support on measurement technology products in close collaboration with the regional technology teams. Systems analysis support of data engineering and architecture teams in converting business requirements into technology deliverables. Required Skills At least five years of experience working in technology domain to develop and rollout data platforms for programs - out of which, at least three years of experience developing, implementing, and supporting CommCare applications and Microsoft Power BI dashboards for large and complex programs. Experience in public sector programming, and M&E specific technology tools Ability to effectively communicate in English both in verbal (i.e., day-to-day discussions, team meetings) and written (requirements and design specifications) form, as well as an overall ability to be clear and concise in all communications. Strong analytic curiosity and innovative problem-solving skills using a system thinking approach. Demonstrable ability to work both independently and in a dynamic, cross-functional team structure. Demonstrable ability to establish and maintain working relationships across all departments and levels of the organization. Preferred Skills Develop, customize, automate and manage ETLs and other data integration tools including using azure integration services, data factory and SQL server Integration Services in accordance with the IRC data lake house design and architecture. Experience working with enterprise grade systems implemented in multiple departments and countries to collect, store, and visualize data specifically CommCare and PowerBI or similar. Advanced level experience of MS Excel including developing macros and consolidating data from multiple Excel spreadsheets. Experience working with Microsoft T-SQL, Azure SQL Server, Data Factory, SSIS/other ETL tools, data modeling and data factory and warehouse development. Experience providing support for enterprise-level platforms with significant numbers of users across global time zones and varying IT infrastructure. Strong experience with mobile data collection and/or case management using CommCare and the Microsoft Power Platform (PowerApps, Power Automate and Power Flow) Experience with enterprise data architectures, integration, and master data management Direct experience implementing programs or M&E in an international NGO context. Ability to speak, read and understand one other language including French, Spanish and/or Arabic is a strong advantage. This position has an end date of 31 May 2027. This is a hybrid position open to internals candidates based in countries where IRC operates who have the right to work in their location. Successful candidates will be hired on a local employment contract and according to local salary scale. This role is open to candidates located and with the right to work in the United Kingdom, and Kenya. Compensation: (£45,954 - £53,614). Ranges are based on various factors including the labor market, job type, internal equity, and budget. Exact offers are calibrated by work location, individual candidate experience and skills relative to the defined job requirements PROFESSIONAL STANDARDS All the company workers must adhere to the core values and principles outlined in IRC Way - Standards for Professional Conduct. Our Standards are Integrity, Service, Equality and Accountability. In accordance with these values, the IRC operates and enforces policies on Safeguarding, Conflicts of Interest, Fiscal Integrity, and Reporting Wrongdoing and Protection from Retaliation. IRC is committed to take all necessary preventive measures and create an environment where people feel safe, and to take all necessary actions and corrective measures when harm occurs. IRC builds teams of professionals who promote critical reflection, power sharing, debate, and objectivity to deliver the best possible services to our clients.

Software Developer/AnalystApplyremote type: Hybridlocations: Nairobi, Kenya: London, UKtime type: Full timeposted on: Posted Todayjob requisition id: JRThe International Rescue Committee (IRC) responds to the world's worst humanitarian crises, helping to restore health, safety, education, economic wellbeing, and power to people devastated by conflict and disaster. Founded in 1933 at the call of Albert Einstein, the IRC is one of the world's largest international humanitarian non-governmental organizations (INGO), at work in more than 40 countries and 29 U.S. cities helping people to survive, reclaim control of their future and strengthen their communities. A force for humanity, IRC employees deliver lasting impact by restoring safety, dignity and hope to millions. If you're a solutions-driven, passionate change-maker, come join us in positively impacting the lives of millions of people world-wide for a better future.To ensure that we are effectively carrying out our mission, we have committed to implement outcome-driven and evidence-based programs, measure what we achieve, act on what we learn, and generate new and relevant evidence. We need to produce high-quality data that can inform decision-making while also meeting donor requirements. The Monitoring Evaluation Technology Accountability and Learning (METAL) Unit is responsible for global guidance, resources and coordination to ensure that staff across all our programs are equipped with the skills and tools they need to generate and manage the right data for programmatic decision-making across the IRC. IRC's M&E efforts rely heavily on technology platforms, and IRC's Measurement Strategic Plan calls for further investment in and commitment to technology for M&E. Over the coming 2-3 years, the Data and Analytics Team (which sits at the intersection of the METAL Unit and IT) will design, deliver and support a more comprehensive technology stack for M&E, ensuring Crisis Response, Recovery and Development (CRRD) program, technical and M&E staff have access to more comprehensive technology platforms to improve program delivery. Job Overview/Summary Focused on Program Data and Analytics technology support, the Software Developer-Analyst is a member of the team responsible for developing, implementing, and supporting IRC's global technology tools and platform for the organization and analysis of the data generated by these products. This includes CommCare, Microsoft PowerApps, Microsoft Power BI, and Microsoft SQL Server Azure based data warehouse. Working in partnership with staff at various levels and locations, the Software Developer Analyst performs a key role in analyzing, developing, and improving tools and processes contributing to the successful rollout of the Technology for Measurement products.Specific tasks include data platform development, support, configuration, technical assistance and issues routing, second line help desk support, and participation in setting standards for processes, data quality, security, and systems configurations. Major Responsibilities Software Development Work with the CRRD MEAL and Program teams and other stakeholders in requirements gathering and analysis to inform development or improvement of measurement technology products. Support the development and rollout of organization-wide dashboard products including Annual Statistics and Program Indicator Dashboards in close collaboration with the METAL Unit MEAL teams and sector subject-matter experts. Develop and improve Power Platform applications and other low-code/no-code data platforms to support program data within the IRC. Participate in the design, implementation, and operation of data quality processes as they apply to the technology for programs data products. Develop technical documentation of technology for program products such as user guides, setup manuals etc. for the implementation team and end users. Develop and maintain technology development standards and guidelines to inform best practices in technology for program products development. Ensure adherence to developed standards and guidelines as well as IRC-wide guidelines, standards, and processes, including information / data security policies. Provide technology training to business teams, deployment teams and end users on developed data products. Support standards for data protection, confidentiality and data security for the technology systems and collaborate with key teams in IT security and protection teams for guidance as needed. Review and analyze software requirements and convert these into estimated developer tasks. Any other duties as assigned by the supervisor. Data Analysis Work with the CRRD MEAL and program teams and other stakeholders to understand and document data analysis requirements and subsequently, Lead the design and development of DataMarts, multi-dimensional cubes and ad-hoc persistent tables to facilitate analysis and development of IRC global dashboards. Training of data analysts and other staff on the use of the BI DataMarts and multi-dimensional cubes to support development of Power BI dashboard using data stored in the IRC data lake house. Develop and maintain data and metadata definitions, documentation and versioning. Technology Support Provide Tier-2 and Tier-3 support emerging from Countries and Regional Technology support team for the measurement technology products rolled out. During piloting and rollout, provide training and hyper-support on measurement technology products in close collaboration with the regional technology teams. Systems analysis support of data engineering and architecture teams in converting business requirements into technology deliverables. Required Skills At least five years of experience working in technology domain to develop and rollout data platforms for programs - out of which, at least three years of experience developing, implementing, and supporting CommCare applications and Microsoft Power BI dashboards for large and complex programs. Experience in public sector programming, and M&E specific technology tools Ability to effectively communicate in English both in verbal (i.e., day-to-day discussions, team meetings) and written (requirements and design specifications) form, as well as an overall ability to be clear and concise in all communications. Strong analytic curiosity and innovative problem-solving skills using a system thinking approach. Demonstrable ability to work both independently and in a dynamic, cross-functional team structure. Demonstrable ability to establish and maintain working relationships across all departments and levels of the organization. Preferred Skills Develop, customize, automate and manage ETLs and other data integration tools including using azure integration services, data factory and SQL server Integration Services in accordance with the IRC data lake house design and architecture. Experience working with enterprise grade systems implemented in multiple departments and countries to collect, store, and visualize data specifically CommCare and PowerBI or similar. Advanced level experience of MS Excel including developing macros and consolidating data from multiple Excel spreadsheets. Experience working with Microsoft T-SQL, Azure SQL Server, Data Factory, SSIS/other ETL tools, data modeling and data factory and warehouse development. Experience providing support for enterprise-level platforms with significant numbers of users across global time zones and varying IT infrastructure. Strong experience with mobile data collection and/or case management using CommCare and the Microsoft Power Platform (PowerApps, Power Automate and Power Flow) Experience with enterprise data architectures, integration, and master data management Direct experience implementing programs or M&E in an international NGO context. Ability to speak, read and understand one other language including French, Spanish and/or Arabic is a strong advantage. This position has an end date of 31 May 2027. This is a hybrid position open to internals candidates based in countries where IRC operates who have the right to work in their location. Successful candidates will be hired on a local employment contract and according to local salary scale. This role is open to candidates located and with the right to work in the United Kingdom, and Kenya. Compensation: (£45,954 - £53,614). Ranges are based on various factors including the labor market, job type, internal equity, and budget. Exact offers are calibrated by work location, individual candidate experience and skills relative to the defined job requirements PROFESSIONAL STANDARDS All International Rescue Committee workers must adhere to the core values and principles outlined in IRC Way - Standards for Professional Conduct. Our Standards are Integrity, Service, Equality and Accountability. In accordance with these values, the IRC operates and enforces policies on Safeguarding, Conflicts of Interest, Fiscal Integrity, and Reporting Wrongdoing and Protection from Retaliation. IRC is committed to take all necessary preventive measures and create an environment where people feel safe, and to take all necessary actions and corrective measures when harm occurs. IRC builds teams of professionals who promote critical reflection, power sharing, debate, and objectivity to deliver the best possible services to our clients.

Job Description Job Purpose ICE Data Services, a subsidiary of Intercontinental Exchange (ICE), offers an exciting opportunity for a Desktop Specialist to join a high-performing team focused on delivering technical product expertise, supporting client adoption, and driving revenue growth across the Energy and Commodities markets. This role plays a key part in supporting and expanding the ICE Connect product suite, acting as a technical subject-matter expert who helps clients and prospects understand how ICE technology enhances trading workflows across front, middle, and back-office functions. The ICE Connect suite includes ICE Chat, QuoteBoard, ICE Options Analytics, WebICE, ICE Mobile, and the ICE Connect Desktop. The successful candidate will be a self-motivated, client-facing professional with strong technical aptitude, a solid understanding of market data and trading environments, and a desire to develop deep product and market expertise. You will thrive in a dynamic, fast-paced environment that blends technical problem-solving with client engagement, and you will contribute both individually and as part of a collaborative team. Responsibilities Develop deep product, technical, and market expertise across commodities and energy markets to effectively demonstrate, configure, and position ICE Desktop & Web Platforms to clients Provide technical subject-matter expertise to clients and internal stakeholders, including platform configuration, workflow design, troubleshooting, and integration support Support the growth and adoption of the ICE Desktop & Web Platforms suite (including ICE Chat, ICE Connect Desktop, QuoteBoard, WebICE, ICE Options Analytics, and ICE Mobile) across an assigned territory and/or client base Design and demonstrate technical workflows and integrations across the desktop product suite - leveraging APIs, data integrations, and client systems - to deliver measurable value within trading, analytics, and risk environments Build and maintain strong client relationships through regular engagement, including training sessions, on-site floor walks, and virtual meetings Support the development and rollout of new product initiatives, acting as a subject matter expert and key point of contact for priority markets and products. Investigate and resolve client-facing technical issues across the desktop platforms, partnering closely with Sales, Product, and cross-functional teams across the enterprise to drive timely root-cause resolution Collaborate closely with Sales teams on pre- and post-sales activities to support revenue generation and client retention Identify and generate new business opportunities through proactive client engagement and daily activity Lead and support client onboarding, deployments, and user setup processes Act as a liaison between clients, Sales, and Product Management, sharing market feedback, competitive insights, and product enhancement requests Build bespoke client solutions and workflow enhancements using Excel, Python, APIs, and emerging AI-enabled tooling to streamline trader and analyst workflows Continuously build expertise in the commodities and energy markets - including the products traded on ICE and underlying market structure - to position ICE solutions credibly within client workflows Knowledge & Experience Bachelor's degree or equivalent professional experience Strong communication and interpersonal skills, with the ability to engage effectively across technical and commercial audiences Good understanding of trading environments, market data, and associated technologies, with an interest in commodities and energy markets Proficiency in Microsoft Office, including Outlook and Excel Familiarity with Salesforce, instant messaging platforms, and desktop trading / market data systems Highly organised, proactive, and able to manage multiple priorities in a fast-paced environment Strong technical aptitude and intellectual curiosity, with the ability to learn complex products, workflows, and APIs quickly and translate them into client value Demonstrated ability to learn new markets - particularly commodities and energy - and translate market context into meaningful client conversations Preferred Knowledge & Experience Knowledge of capital markets, with emphasis on commodities, energy, and exchange-traded and/or OTC derivatives Exposure to the trade lifecycle across front-to-back office processes Strong Excel capability, including advanced functions, VBA, or automation Experience with Python and/or API integrations for workflow automation, data analysis, and client solution-building Familiarity with AI and machine-learning concepts and their application to trading workflows, market data analysis, and productivity tooling Familiarity with cloud-delivered platforms and modern web-based trading and data applications Working understanding of enterprise connectivity concepts relevant to desktop and market-data deployments (e.g., firewalls, proxies, latency, and entitlements) Candidate Profile Self-driven, results-oriented, and motivated by achieving targets and delivering technical excellence to clients Comfortable operating in a client-facing, commercially focused role Able to balance technical detail with clear, value-driven communication Team-oriented, with a collaborative mindset and willingness to contribute to broader success

The Full Stack Developer is responsible for designing, developing, testing, and maintaining both front-end and back-end components of business-critical applications. The role requires expertise across the full software development lifecycle, delivering scalable, secure, and high-performing solutions that meet business and customer requirements. The successful candidate will work collaboratively with business stakeholders, analysts, developers, and infrastructure teams to deliver modern web, cloud, and mobile-enabled applications. Within the role of a full stack developer, you will be responsible for the below: Application Development Design, develop, and maintain full-stack software solutions. Build responsive and user-friendly web interfaces. Develop secure and scalable APIs and backend services. Create and maintain databases, data integrations, and storage solutions. Deliver enhancements, bug fixes, and new features. Front-End Development Develop modern user interfaces using technologies such as: React,Angular,Vue.js,TypeScript,HTML5,CSS3 Ensure applications are responsive across desktop and mobile devices. Optimise application usability and user experience. Back-End Development Develop RESTful APIs and microservices. Build server-side applications using: .NET / C#,Node.js,Java,Python Implement authentication, authorisation, and security controls. Integrate with third-party systems and enterprise applications. Database Development Design and maintain relational and non-relational databases. Write and optimise SQL queries, stored procedures, and data models. Support database performance tuning and troubleshooting. Ensure data integrity, security, and compliance. Cloud & DevOps Support cloud-native application development. Build and maintain CI/CD deployment pipelines. Participate in application monitoring and support activities. Assist with infrastructure automation and environment management. Quality Assurance Develop automated unit, integration, and end-to-end tests. Conduct peer code reviews. Ensure software adheres to coding standards and best practices. Support user acceptance testing and production releases. Collaboration & Continuous Improvement Participate in Agile ceremonies including sprint planning, stand-ups, retrospectives, and reviews. Work closely with Product Owners and Business Analysts to define requirements. Contribute to technical architecture discussions. Identify opportunities for innovation and process improvement. Required Skills & Experience Essential Technical Skills Front-End HTML5, CSS3, JavaScript, TypeScript React, Angular, or Vue.js Responsive and accessible web design Back-End C#/.NET, Node.js, Java, or Python REST API development Authentication and security frameworks Databases SQL Server, PostgreSQL, MySQL, or Oracle Database design and optimisation DevOps & Cloud Azure, AWS, or Google Cloud Git source control Azure DevOps, GitHub Actions, or similar CI/CD platforms Docker and containerisation We are loooking for candidates with the below experience and skills: 3+ years' experience in full-stack software development. Experience delivering enterprise-grade web applications. Understanding of software architecture and design principles. Experience working within Agile development teams. Strong troubleshooting and debugging skills. Microservices architecture. Kubernetes Event-driven architecture. Experience with AI-assisted development tools. Mobile application development. Knowledge of cybersecurity and secure coding standards. Key Performance Indicators (KPIs): Delivery of software projects within agreed timelines. Application availability and performance improvements. Reduction in software defects and incidents. Automated test coverage levels. Code quality and technical debt metrics. Stakeholder satisfaction and user adoption. Personal Attributes Strong analytical and problem-solving skills. Excellent verbal and written communication. Customer-focused approach. Ability to work independently and collaboratively. Continuous learning mindset. High attention to detail and commitment to quality. For this role, you will need the below qualifications: Degree in Computer Science, Software Engineering, Information Technology, or a related discipline (Essential) Significant commercial software development experience may be considered in lieu of formal qualifications (Alternative) Microsoft Azure Certifications, AWS Certifications, Scrum or Agile certifications (Desirable)

What you'll be doing: At Atech, we believe cyber security is about more than reacting to threats - it's about staying ahead of them. As a leading provider of cloud, cyber security and managed services, we help organisations strengthen their security posture through innovation, expertise and a customer-first approach. We're looking for an experienced Level 3 SOC Analyst to join our growing Security Operations Centre (SOC). This is a senior technical role where you'll lead complex investigations, conduct advanced threat hunting activities and help shape the future of our SOC capability. You'll act as a technical authority during major security incidents while mentoring colleagues and driving continuous improvement across our security services. As a Level 3 SOC Analyst, you'll be: Leading complex cyber security incidents from initial investigation through to containment, eradication and recovery. Acting as the technical escalation point for high-priority and complex security events. Conducting advanced threat hunting activities across endpoint, cloud, identity and email environments. Correlating multiple telemetry sources to reconstruct attack chains, identify root causes and determine remediation actions. Providing clear and confident communication to customers and stakeholders during major security incidents. Developing and enhancing detection use cases, analytics and alert tuning within Microsoft Sentinel and Microsoft Defender XDR. Identifying opportunities to improve SOC processes, standards, tooling and operational maturity. Producing high-quality incident reports, lessons learned documentation and technical recommendations. Mentoring and coaching Level 1 and Level 2 SOC Analysts, helping to raise technical capability across the team. Supporting vulnerability assessment and security posture improvement activities when required. Collaborating with internal and customer technical teams to coordinate effective incident response and recovery. We want to hear from you if you: Have significant experience working within a Security Operations Centre environment. Possess advanced hands-on expertise with Microsoft Sentinel, Microsoft Defender XDR and Microsoft Entra ID Protection. Have a strong background in threat hunting, incident response and cyber security investigations. Can analyse and correlate data from multiple telemetry sources to uncover threats and reconstruct attack activity. Are confident leading major incidents and providing technical direction under pressure. Have experience improving detection logic, tuning security tools and enhancing SOC effectiveness. Can communicate complex technical information clearly to both technical and non-technical audiences. Enjoy mentoring others and sharing knowledge to develop team capability. Demonstrate a proactive, analytical and continuous improvement mindset. Must hold Microsoft SC-200 Desirable Certifications SC-300 or SC-400 Microsoft AZ-500 GIAC GCIA, GCFA or GCED CREST CRT or CCT Other advanced cloud or cyber security certifications What's in it for me? Competitive salary and benefits package. Flexible hybrid working model with remote working opportunities. Exposure to a broad range of cyber security technologies and customer environments. Opportunity to work on complex and high-impact security incidents. Ongoing learning, certification and professional development support. Clear career progression within a growing cyber security practice. A collaborative and supportive team environment where knowledge sharing is encouraged. The opportunity to influence SOC maturity, service innovation and security outcomes for our customers. Who you'll be doing it for: Atech part of the Iomart Group is a highly accredited Microsoft Partner who delivers transformed technology with managed services. Our team of certified Microsoft experts align with your team to deliver an excellent service tailored to your individual needs, 24/7/365. Our services support 25,000 users globally and proactively monitor 45,000+ devices in key areas: Azure infrastructure managed service Modern Workplace: Office 365, Microsoft 365, and Azure Virtual Desktop Managed Security and SOC with Microsoft Defender, Sentinel We're an equal opportunities employer and want our vacancies to be available to all, so if you need us to make any reasonable adjustments during the process then just let us know.

IT Global Site Support Manager Department: Tech - IT Employment Type: Permanent - Full Time Location: Oxford, UK Description We are excited to offer an exciting new opportunity for an experienced IT Site Support (Deskside Support) Manager to lead our global team of site/deskside support agents. This role is central to Aurora's IT support strategy, ensuring seamless global operations and delivering measurable outcomes, including improved service delivery, reduced incident recurrence, and high customer satisfaction. As the IT Site Support Manager, you will inspire and develop a high-performing team of skilled analysts and third-party providers, fostering a dynamic and customer-focused IT culture committed to excellence. You will oversee the resolution of local IT issues ensuring support requests are resolved within agreed Service Level Agreements (SLAs) to minimise business disruption. Additionally, you will manage the full lifecycle of end-user devices and IT assets, from onboarding to decommissioning, while ensuring compliance with security, performance, and lifecycle standards. A champion of Continual Service Improvement, you will refine internal processes and escalation procedures to enhance operational efficiency and service quality. Your leadership will be critical in delivering measurable outcomes, including improved service delivery and operational efficiency, while making a meaningful impact on the end-user experience. If you are a proactive leader with a passion for technology and delivering exceptional support, we'd love to hear from you! Key Responsibilities Leadership and Team Management: Lead and mentor the Global Site Support team, fostering a collaborative and high-performance culture Develop team capabilities through training, coaching, and performance feedback to ensure high-quality support delivery Operational Oversight: Ensure the timely resolution of site support tickets in compliance with Service Level Agreements (SLAs) Monitor and prioritise ticket queues to minimise user downtime and improve service efficiency Manage third-party vendors to deliver a cost effective and seamless global on-site support service, ensuring compliance with Aurora's SLAs and quality standards Device and Endpoint Management: Oversee the full lifecycle management of end-user devices, including procurement, configuration, patching, security compliance, and decommissioning Own and manage the end-user tech refresh lifecycle, from planning and procurement to deployment and decommissioning Implement and enforce consistent policies for endpoint management and proactive device monitoring Conduct periodic device standards assessments to ensure alignment with business needs Oversee the full lifecycle management of AV devices, including procurement, installation, configuration, and patching IT Asset Management: Maintain the accuracy and integrity of IT Assets within the Asset Management system. Ensure all assets are tracked and updated throughout their lifecycle Problem Management: Support problem management processes by conducting root cause analysis and implementing permanent solutions to prevent recurring incidents Knowledge Management: Enhance the IT Support Knowledge Base, ensuring content is accurate, up-to-date, and accessible for both IT staff and end-users Performance Monitoring and Reporting: Track and report on SLA and KPI performance, identifying trends and opportunities for service improvement Provide insights and recommendations to improve service reliability and operational efficiency Skills, Knowledge and Expertise Required attributes Leadership and Team Management: Proven ability to lead, coach, and develop a global team, promoting a positive work environment and managing performance effectively Technical Expertise: Strong understanding of IT support principles, including hardware/software troubleshooting, AV equipment, endpoint management, and IT asset lifecycle management. Experience with common Office 365 productivity tools and collaboration platforms Customer-Centric Mindset: A commitment to delivering exceptional end-user experiences and fostering a customer-focused support culture Proactive Mindset: Self-motivated, with a demonstrated ability to anticipate challenges, identify opportunities, and take the initiative to improve processes and outcomes Service Management: Familiarity with ITIL processes and service management best practices Collaboration and Stakeholder Engagement: Strong ability to build relationships with internal teams, third-party vendors, and stakeholders, ensuring alignment with business goals Problem-Solving Skills: Ability to analyse complex issues, prioritise tasks, and implement solutions efficiently Adaptability: Resilient in handling change and adept at navigating a global support environment with diverse requirements and constraints Process-Oriented Mindset: Experience creating and enforcing standard operating procedures to maintain a consistent service level Desirable attributes Attention to Detail: High standards for accuracy and quality, particularly in managing IT assets, processes, and reporting Project Management Experience: Familiarity with project management principles to assist with cross-functional initiatives and process improvement projects Knowledge Management: Experience in maintaining an up-to-date knowledge base and ensuring information is accessible and clear for service desk personnel Continuous Improvement Mindset: Experience in driving continuous improvement and embracing best practices in IT operations and service delivery Data-Driven Approach: Ability to analyse service desk data and metrics to identify trends, assess performance, and make data-driven decisions Security Awareness: Awareness of IT security principles and best practices, with experience ensuring compliance with security standards and protocols What we offer Some of the benefits we include are: Private Medical Insurance Dental Insurance Parental Support Salary-Exchange Pension Employee Assistance Programme (EAP) Local Oxford Discounts Cycle-to-work Scheme Flu Jabs At AER, we are committed to offering flexibility in the way we work. Most of our roles are hybrid with a mix of in-office/home working and potentially adjustable working hours. Let's discuss what works for you and AER during the interview process. The Company is committed to the principle that no employee or job applicant shall receive unfavourable treatment on grounds of age, disability, gender reassignment, race, religion or belief, sex, sexual orientation, marriage or civil partnership, pregnancy, and maternity. To apply, please submit your Résumé / CV, a personal summary, your salary expectations and please inform us of your notice period. Unfortunately, we are unable to accept applications via email, telephone, or social media platforms. To be considered for this position, please submit your application using the link provided. Applications submitted through any other channel will not be reviewed.

Are you looking for a career move that will put you at the heart of a global financial institution? Then bring your skills to Citi's Business Expense Transparency Team. By Joining Citi, you will become part of a global organisation whose mission is to serve as a trusted partner to our clients by responsibly providing financial services that enable growth and economic progress. Team/Role Overview Citi's Business Expense Transparency Team are responsible for reporting all Transactional and Market Data expenses booked for Citi. This includes reporting, analysis and transactional & market data expense optimisation for the Markets business. What you'll do: Ensure Market Data expenses are accurate and allocated to the correct trading desks and businesses Manage the booking of accruals (estimates) based on trade data to ensure current month expenses are accurately accounted for Manage the Balance Sheet monitoring and reporting process for the BET team Assist with the month end close process for Transaction Expenses to tight deadlines Financial Trend Monitoring- work with team to track financial trends and build the commentary story for financials Attend and contribute to monthly review meetings with Trading Desks, Business Chief Accounting Officers, Financial Planning and Action. This includes discussing actual expense results vs plan and historic trend Participate in projects that drive process efficiencies & automation Monitor and track developments in vendor landscape and changes to regulatory requirements that affect each business unit Participate in the Budget and Forecast Market Data Process Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citigroup, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behaviour, conduct and business practices, and escalating, managing and reporting control issues with transparency. What we'll need from you: Experience in process improvement, financial products, general accounting and balance sheet, and general ledger Experience with large data sets Proficient computer skills with a focus on Microsoft Office applications, especially Excel (v lookups, SUMIFS, pivot tables) Consistently demonstrates clear and concise written and verbal communication Ability to work under pressure and manage deadlines or unexpected changes in expectations or requirements Ability to work in a team-oriented environment Bachelor's degree/University degree or equivalent experience May also be suited to candidates currently studying for an accounting qualification e.g. CIMA/ACCA What we can offer you We work hard to have a positive financial and social impact on the communities we serve. In turn, we put our employees first and provide the best-in-class benefits they need to be well, live well and save well. By joining Citi Belfast, you will not only be part of a business casual workplace with a hybrid working model (up to 2 days working at home per week), but also receive a competitive base salary (which is annually reviewed), and enjoy a whole host of additional benefits such as: Generous holiday allowance starting at 27 days plus bank holidays; increasing with tenure A discretional annual performance related bonus Private medical insurance packages to suit your personal circumstances Employee Assistance Program Pension Plan Paid Parental Leave Special discounts for employees, family, and friends Access to an array of learning and development resources Alongside these benefits Citi is committed to ensuring our workplace is where everyone feels comfortable coming to work as their whole self every day. We want the best talent around the world to be energized to join us, motivated to stay, and empowered to thrive. Sounds like Citi has everything you need? Then apply to discover the true extent of your capabilities. Job Family Group: Corporate Services Job Family: Supply Chain Time Type: Full time Most Relevant Skills: Please see the requirements listed above. Other Relevant Skills: For complementary skills, please see above and/or contact the recruiter. Citi is an equal opportunity employer, and qualified candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by law. If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity review. Accessibility at Citi. View Citi's EEO Policy Statement and the Know Your Rights poster.

Ascent People Ltd in East Midlands is seeking an IT Service Desk Team Lead to coach and supervise a small squad of Service Desk Analysts, while effectively self-managing a balanced mix of 1st-line internal requests with occasional 2nd-line escalations. The role blends procedural excellence with hands-on support, develops service standards, mentors staff, and drives customer satisfaction KPIs. Hybrid working is offered with Derby office bedding-in and 50/50 home/remote flexibility.

Service Desk Analyst (Application Support) - 27K Location: East Midlands Industry: IT Salary: £23000 - £27000 per annum Posted: 25/09/2018 Description Service Desk Analyst, Application Support, Support Analyst, ERP Support, SAP/SAGE/Navision/Oracle/Dynamics/CRM. 1st/2nd Line Service Desk, Customer Service, .Net, SQL Server, WEB, ITIL, Crystal Reports, Business Objects - Derby, East Midlands - 23-27K We are recruiting on behalf of a global software house that is recognised for their investment in people including excellent training and career opportunities. They are looking for an experienced Service Desk Analyst / Application support Analyst who has a strong background in Business to Business (B2B) Helpdesk and Software Support. You will have excellent communication skills and will be able to prioritise calls on a busy Service Desk and you will also be involved in 2nd Line support where you will try to fix problems before passing them down to the software development team. Any experience of ERP Software such as Dynamics, SAP, Navision would be a huge advantage as would any Visual Studio, SQL Server or MS Windows knowledge. An ITIL qualification would also be considered highly. You will have excellent problem solving and analytical skills and will have a proactive approach to your work. Any knowledge of reporting tools such as Crystal Reports or Business Objects will be beneficial, though not a necessity. You will have excellent communication skills and be a strong team player. This is a brilliant opportunity to get your foot in the door of a company who are a fantastic employer and retain their staff exceptionally well. Salary is up to 27K + Cross training. Based in the East Midlands area easily commutable from Loughborough, Derby and Nottingham. Ascent People is acting as an employment agency for this vacancy. Applicants from all ages and backgrounds will be considered.

Graduate Service Desk Analyst (Application Support) Location: East Midlands Industry: IT Salary: £20,000 - £24,000 per annum Posted: 22/03/2019 Overview We are recruiting on behalf of a global software house recognised for its investment in people, including excellent training and career opportunities. We are looking for a graduate with a strong customer service attitude and an understanding of IT and software applications to support our application services. Responsibilities Prioritise calls on a Service Desk and manage support calls from 1st to 3rd line. Receive full product training and eventually manage all levels of support calls. Provide first and second line support for ERP and other software systems. Qualifications Graduated or in final year of a relevant degree. Excellent communication and problem solving skills. Proactive approach to work and strong team player. Experience or knowledge of ERP systems such as Dynamics, SAP, Navision or EPOS is a huge advantage. Knowledge of Visual Studio, SQL Server or MS Windows is desirable. ITIL qualification would be considered highly. Good customer service attitude. Benefits Salary £20,000 - £24,000 per annum. Cross training opportunities. Based in the East Midlands; commutable from Leicester, Coventry and Northants. Valid driving licence required due to office location. Applicants from all ages and backgrounds will be considered. Contact me: Jo Bevington Ascent People is acting as an employment agency for this vacancy.

Service Desk Analyst (Application Support) - Derby Location: East Midlands Industry: IT Salary: £23,000 - £27,000 per annum Posted: 18/09/2018 Overview: 1st/2nd Line Service Desk, Customer Service, .Net, SQL Server, WEB, ITIL, Crystal Reports, Business Objects - Derby, East Midlands - K Responsibilities Provide 1st and 2nd line support for the service desk. Triage and prioritise calls on a busy service desk. Resolve software support issues and attempt to fix problems before escalating to the development team. Use ERP software such as Dynamics, SAP, Navision to troubleshoot issues. Assist with reporting tools like Crystal Reports or Business Objects as needed. Collaborate with team members and act as a strong team player. Qualifications Strong background in B2B Helpdesk and Software Support. Excellent communication and problem solving skills. Experience with ERP systems (Dynamics, SAP, Navision) preferred. Knowledge of Visual Studio, SQL Server, or MS Windows a plus. ITIL qualification considered highly desirable. Proactive approach to work and analytical ability. Benefits Cross training, opportunity to work with a global software house offering excellent training and career opportunities. Competitive salary up to £28,000 plus cross training. Equality Statement Applicants from all ages and backgrounds will be considered.

Graduate Software Support, Application Support, Service Desk, Support Analyst, ERP Support, WEB Application Support, C#/SQL Server, 1st/2nd Line Service Desk, Customer Service - East Midlands - 20-25K We are looking for an enthusiastic junior level support engineer who has excellent problem solving and analytical skills and a proactive approach to their work. Are you a graduate looking for their first job in IT Support or Application Support? Want to work for an expanding software house? Have you done a placement year in IT or Software Support? Role We are recruiting on behalf of a software house that is recognised for its investment in people including excellent training and career opportunities. They are looking for a Graduate Software Support Engineer / Application Support Analyst who has a strong customer service attitude as well as an understanding of IT and Software Applications. You will have excellent communication skills and will be able to prioritise calls on a Service Desk. You will receive full product training and will eventually manage all levels of support calls from 1st - 3rd Line. Any experience of ERP Software, WEB Applications, and Databases will be a huge advantage as would any Visual Studio, or MS Windows knowledge. Any experience of working in a fast pace customer support or services role will be a good foundation for the position. This is a brilliant opportunity to get your foot in the door of a company that is a fantastic employer and retain their staff exceptionally well. Salary is K + Cross training. Based in the East Midlands area easily commutable from Derby, Nottingham, and Leicester. Send your CV today for immediate consideration. Ascent People is acting as an employment agency for this vacancy. Applicants of all ages and backgrounds will be considered.

Service Desk Analyst Clearance: High-level of Security Clearance Required (SC/DV) Location: Full-time on-site (Huntingdon, Cambridgeshire) We are looking for a highly capable service desk analyst to assess and optimise the performance of our end user IT systems and software. You will be analysing the performance of IT systems, resolving IT equipment and software issues, and providing IT support to our clients and personnel. To ensure success as a service desk analyst, you should exhibit sound knowledge of IT system analysis and experience in an IT support role. A first class service desk analyst will be someone whose IT expertise results in enhanced end user support and system performance. Your Role and Responsibilities Testing and analysing IT system and software performance. Resolving incoming client and personnel IT queries remotely via email and phone, or at the office. Prioritising and resolving IT concerns and escalating serious issues to relevant stakeholders. Avoiding service interruptions by performing system installations, updates, and maintenance procedures. Preparing training manuals and FAQ materials for easy access end user guidance. Documenting processes and maintaining service desk records. Making recommendations to optimise IT performance and to prevent future problems. Keeping informed of advancements in IT. The ability to write coherent, concise, and Knowledge based articles. The ability to work under pressure and to deadlines, with a flexible and pragmatic approach. Experience of working in a matrix management environment. Awareness and understanding of Change, Problem and Incident Management, maintaining Service Levels, ITSCM and Business Continuity and Disaster Recovery. Experience managing the provision of complex IT services against SLAs, including customer liaison management at all levels. Experience in reporting and analysing data to identify trends. Able to work with various internal and external parties on the service desk dealing with incidents and requests in a complex environment with multiple partners operating in 2nd and 3rd support tiers providing ITIL processes for our clients. Experience in first line applications support and liaising with internal departments and suppliers. Able to work as part of a team. ITIL3/4 Foundation Level minimum. Candidate Requirements Knowledge and understanding of ITIL functions, principles and processes. Technical knowledge with an ability to provide a first time fix resolution. Experience in an MOD environment. Excellent verbal and written communication skills. DV Cleared. Clearance: High-level: DV - optional SC. Benefits Contributory Pension Scheme Private Medical Insurance 33 days Annual Leave (including public and privilege holidays) Access to Flexible benefits (including life assurance, health schemes, gym memberships, annual buy and sell holidays and a cycle to work scheme) Dynamic Working Commitment to Diversity We welcome applications from every part of the community and are committed to a truly diverse and inclusive culture. We foster a sense of belonging, welcoming all perspectives and contributions, and providing equal access to opportunities and resources for everyone. If you have a disability or need any reasonable adjustments during the application and selection stages please let us know, and we will respond in a way that best fits your needs.