Service Desk Analyst​/Manager

Whether you're an experienced analyst or a hands-on manager, we welcome your application!

Impact and Responsibilities:

• End-User Support:
  Provide timely troubleshooting for hardware and software issues ensuing our ticket system is maintained and workload is prioritised.

• OS & Hardware:
  Deliver remote and hands on support for both macOS and Windows environments; set up, maintain, and order laptops and peripherals.

• Lifecycle Management:
  Seamlessly handle the IT setup for New Starters and offboarding for Leavers, requiring regular travel to our offices to setup or collect equipment.

• SaaS Administration:
  Manage Microsoft 365 (SharePoint & One Drive) and administer applications like Slack, Lucid, and other SaaS platforms.

• Security & SRE
  
  Collaboration:
  
  Partner with the Info Sec team to deliver security enhancements and embed with the SRE team as part of the incident response function.

What we're looking for in you

• Hands on experience in a service desk or IT support role. Fintech experience is a strong plus!

• Comfortable troubleshooting a wide range of issues, from Microsoft 365 (Outlook, SharePoint) to third-party SaaS tooling.

• Strong critical thinking skills with the ability to take full ownership of problems and work independently to resolve them.

• Independent, self-motivated, flexible, and ready to adapt to a fast-paced environment.

• A relevant IT certification (e.g., ITIL, CompTIA, or Microsoft) is highly beneficial.

Our Promise: Shieldpay is an equal opportunities employer. For Shieldpay building a fair and transparent workforce begins with the recruitment process that does not discriminate on the grounds of gender, sexual orientation, pregnancy or maternity, gender reassignment, race, colour, nationality, ethnic or national origin, religion or belief, disability or age.

We offer flexible working options, such as flexible hours and hybrid work, to support our employees' work-life balance.