Overview of salaries statistics of the profession "Incident Analyst in UK"

Successful applicants will have been in the UK for 5 years. A full UK Manual driving licence is required for this role Applications welcome from anyone with relevant IT experience or educationAbout the Job:Do you have experience working in IT support? Are you looking for a role with exposure to a wide range of technologies?Can you solve technical problems whilst providing amazing customer support?ESP Global Services are currently recruiting an Airport Engineer to join our team at Heathrow airport.Working as the Airport Engineer you will provide “hands on” IT support and maintenance on a wide range of hardware and software within the airport. Responding to tickets from the ESP service desk you will ensure all IT issues are effectively and efficiently resolved in line with our service level agreements.What will you do? Troubleshoot and undertake fault diagnosis on all assigned network, hardware and infrastructure incidents and successfully resolve within the agreed timescales. Consistently provide updates to the ESP Service Desk and end users on all live incidents and service requests Supply and replace IT consumables, such as paper and ink toner when required Carry out regular “floor-walking” and pro-active line of sight checks/ routine preventive maintenance to identify, log and resolve any issues before they are raised as incidents by customersWhat will you bring to ESP? At least 2 years’ experience in an IT support role Good knowledge of current Microsoft Windows Desktop software Understanding of network protocols, server hardware and configurations Self-motivated with a willingness to learn and adapt to any new change or situation Excellent verbal and written communication skills 5 years UK working history which can be referenced for airside clearance checks Full UK manual driving licenseIf you…. Motivated to develop your career in IT support, supported by a strong learning and development culture, you are passionate about delivering service excellence and like the variety of end user environments we should connect and explore.What we will offer:Salary:We offer a competitive range based upon suitability or experience.Benefits: 20 holidays Shift AllowanceHour of work: Shift pattern 4on - 4off 4am to 4pm & 10am to 10pm DaysPersonal & Professional DevelopmentWithin a learning and development culture, we offer unlimited access to a wealth of professional and personal training so that you may develop your career. We will guide all employees to both specific technologies and client environment training and compliment with recommended learning journeys via our L&D system, that cater to helping you reach career goals or objectives — whether you want to become a knowledge expert in your field or apply your skills to another division.Diversity, Inclusion & BelongingWe are unconditionally inclusive in the way we work and celebrate individual uniqueness. We know diverse backgrounds are valued and succeed here.Who are we:ESP Global Services has been providing customized 24/7 Global IT support solutions since 1992, expertly managed by a dedicated service delivery team, we offer day-to-day support via teams of on-site engineers or responsive visiting engineers, and multi-lingual service desk coordination that’s manages over 1,000 tickets a day for more than 200 customers.Our ability to deliver customer-centric, targeted, and tailored IT support solutions is a natural fit for the complex needs of the fast-paced and evolving aviation industry. We developed technology-based solutions to address the high emphasis on meeting extremely short service levels spread across large campus areas with strict security controls. Supporting equipment for airports and airlines in many locations worldwide, has led to an IT support approach that applies equally to any global business with multiple international locations, wide campuses, and demanding security requirements. Plus, our spares, repairs, and logistics service enables us to deliver intelligent end-to-end IT hardware lifecycle management anywhere in the world.We are global community of exceptional people passionately working together with one shared vision. We uphold the highest standards of ethics, compliance, and security. We are fully ITIL-aligned and ISO-accredited for Environment, Information Security, Business Continuity, IT Service Management, and Occupational Health and Safety, and have privacy built by design into all our systems.Our vision and ethos have stood the test of time and we aim to exceed expectation and delight customers every time and our values are integral to the way we work together.Job Type: Full-time

About Teneo Teneo is the global CEO advisory firm. We partner with our clients globally to do great things for a better future. Drawing upon our global team and expansive network of senior advisors, we provide advisory services across our five business segments on a stand-alone or fully integrated basis to help our clients solve complex business challenges. Our clients include a significant number of the Fortune 100 and FTSE 100, as well as other corporations, financial institutions, and organizations. Our full range of advisory services includes strategic communications, investor relations, financial transactions and restructuring, management consulting, physical and cyber risk, organizational design, board and executive search, geopolitics and government affairs, corporate governance, ESG and DE&I. The firm has more than 1,500 employees located in 40+ offices around the world. The Role As an IT Analyst based in London, you will play a vital role in delivering high-quality IT services to support the efficient functioning of our organization. You will be part of a dedicated team of engineers responsible for providing service desk assistance, as well as managing IT endpoint configurations, deployments, and providing essential feedback for process improvement. Your role will involve collaborating with colleagues across the IT department to ensure seamless delivery of end user experience. Additionally, you will be responsible for maintaining accurate IT inventory records and contributing to endpoint refresh programs. Your technical expertise, commitment to customer service, and problem-solving skills will be essential to your success in this role. Key Responsibilities Provide exceptional customer service by ensuring all staff have access to the necessary IT services to fulfil their responsibilities. Collaborate with the engineering team to configure and deploy IT endpoints while offering suggestions for process enhancement. Contribute to endpoint refresh programs, including resource planning and execution of the plan. Work closely with various members of the IT team to ensure efficient delivery of all-endpoint services to users. Maintain accurate records of IT inventory and stock, facilitating effective asset management. Take ownership of the responsible use, repurposing, and disposal of IT assets, including associated asset records. Monitor infrastructure and services using available tools, optimizing performance to achieve maximum system and service uptime. Understand and prioritize customer requirements, escalate, and resolve service requests and incidents effectively. Configure user accounts, permissions, and passwords as needed. Schedule and conduct employee inductions and training sessions. Qualifications and Experience Education: Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent experience). Technical Skills: Proficient in IT endpoint configurations, deployments, and troubleshooting. Familiarity with various IT tools and monitoring systems. Customer Focus: Demonstrated commitment to delivering excellent customer service and resolving technical issues promptly. Communication: Strong verbal and written communication skills, with the ability to convey technical information to non-technical staff. Team Player: Capable of collaborating effectively with cross-functional teams to achieve common goals. Organisational Skills: Detail-oriented with the ability to maintain accurate records and manage IT inventory efficiently. Problem Solving: Strong analytical and problem-solving skills, capable of identifying and resolving technical issues. Adaptability: Able to work in a fast-paced environment, adapting to changing priorities and technologies. Experience: Prior experience in a similar IT support or analyst role is desirable. Certifications: Relevant industry certifications, such as CompTIA A+, CompTIA Network+, or ITIL, are advantageous. Benefits Competitive salary (dependent on experience) 28 days holiday Discretionary bonus Annual salary review Pension (company contribution: 5% of annual salary) Extensive investment in personal development & learning Enhanced maternity and paternity leave (depending on length of service) and shared parental leave Private medical insurance Group Income protection Life assurance Cycle to work schemes Season ticket loans Regular social, cultural and charitable activities

Job Title: 2nd Line Service Desk Analyst - Tech Troubleshooter Extraordinaire Location: London Job Type: Full-Time We're seeking a skilled and resourceful 2nd Line Service Desk Analyst to join our team. No two days will be the same as you dive headfirst into technical challenges, using a mix of creativity and technical acumen to resolve a wide range of issues. If you're a tech-savvy problem solver with a passion for customer service, this is the role for you! What will your day to day look like? You will be working within a team of 11 individuals supporting 10 of our key clients. Responding to escalated technical support tickets from the 1st Line Service Desk, promptly addressing user inquiries, troubleshooting incidents, and resolving complex IT issues. Conduct in-depth analysis and diagnosis of user-reported problems, utilizing appropriate troubleshooting techniques and tools to identify the root cause. Provide technical expertise and guidance to end-users, offering clear instructions, step-by-step guidance, and workarounds to resolve issues, either remotely or on-site if required. Document all incidents, problem resolutions, and troubleshooting steps in the ticketing system accurately and comprehensively, ensuring proper tracking and knowledge sharing. Monitor system performance and proactively identify potential issues or areas for improvement, suggesting and implementing appropriate measures to maintain optimal system functionality and performance. Contribute to continuous improvement initiatives, participating in team meetings, sharing feedback, and providing recommendations to enhance the overall service desk performance. About Us T-Tech is a fast-growing IT Consultancy, Support and Cloud Service provider in the UK, serving SMEs in the Accountancy and Professional Services sector. Our customers demand and deserve great proactive service and responsive support. We understand how important it is to optimise day-to-day operations and we help our customers embrace innovation and drive growth. We do that by showing them how to cut risk, improve productivity and leverage IT to gain competitive advantage. At T-Tech, we’re about keeping UK business up and running, resolving problems quickly, providing personal attention and providing our customers with reliable IT support when they need it. Our business focuses on 6 areas of service: Business Consultancy; IT Support; Technical Consultancy; Cloud, Networks & Security; Intelligent Automation; and Communications. At T-Tech, our values are core to who we are; we promote and live these in all areas of our work to give our team and our clients the best experience of T-Tech: Service Centric- We put our customers at the heart of what we do. We are accountable for our actions and honour our commitments. We go the extra mile. United- We succeed as a team, pulling together to achieve our goals. We understand and respect others’ views and perspectives. We communicate openly with each other, sharing, challenging and supporting High Standards - We take pride in the quality of our work. To give our best, we plan thoroughly and strive continually to improve our effectiveness. We have a thirst for knowledge to enable us to learn and improve. We are Agile…in our thoughts and actions, anticipating and adapting quickly to new opportunities and situations. We manage changing priorities to work flexibly and with resilience. What is the interview Process? Telephone conversation with the recruitment manager 1 hour Microsoft Teams Interview where you will be assessed on your skills 1 hour face to face meeting, giving you the opportunity to be introduced to the team and view our offices Requirements To be successful in this role you must have: Previous service desk experience, we are looking for a minimum of 18 months Strong technical Microsoft experience Great communication skills Exceptional customer Service skills Benefits What we offer 23 Days + birthday off BUPA Cash Plan 50% Flexible working Work from Home Allowance Charity days off (2 days a year) Training by professional and courses funded 3 Social events a year

Design, build, install, and configure security solutions for on prem and cloud environmentsProactively monitor security solutions (SIEM, threat detection and data security (Varonis), endpoint protection, network analytics etc.) for alerts, conducting event analysis, and incident managementDocument technical standards to meet corporate security policies and industry best practiceEnsure appropriate technical measures are in place, to comply with legislation and regulations such as GDPR, GxP, and with ISO 27001Conduct vulnerability scanning, analysis, and remediationPerform security reviews, identify gaps in security architecture, and apply appropriate remediationParticipate in Change Advisory Board (CAB) to ensure that any security impacts of upcoming changes are appropriately managed, to minimise risk and exposureTriage, analysis, and prioritisation of security incidentsIdentify root cause of security issues and design appropriate solutionsContribute as a key member of the EMEA region, in the global information security management system activitiesAct as EMEA initial point of contact for any out of hours P1 security incidents.Regularly attend global security calls. Due to scheduling challenges these calls may fall outside UK core business hours.Varonis Data Security Platform: DatAdvantageVulnerability Scanning and Management: QualysPatch Management: SCCM/Endpoint Manager and WSUSEndpoint Security: Symantec Endpoint Protection (SEP)Security Information and Event Management (SIEM): QRadarEmail Security: Cisco Secure Email, Microsoft Office365Cloud Platforms: Azure and AWSActive Directory: ADFS, Group Policy, PowerShell (desirable)Network Protocols: TCP/IP, SMB, DNS, DHCP and associated servicesNetwork Management and Monitoring: Cisco ISE, CISCO DNAC, Cisco StealthwatchMicrosoft Windows Server and Client (Wintel)Virtual Platform: VMWare vCenter and Horizon VDIService Management: ServiceNowMicrosoft Office Applications: Excel, Word, Project, Visio

About the Role: The IT Support Engineer will play an essential role in our IT Support team by providing end-user support (Tier 1) through more advanced administrative support (Levels 2-3). They will report to the IT Support Operations Manager and work with staff at Alcority & its group companies to ensure all IT issues are solved in a timely and efficient manner. The incumbent ensures our devices and technology are installed, configured, and maintained properly so our staff can be productive. The support environment involves regular office attendance in London, and occasional travel to the Oxford area, with out of hours on-call (rotation based) and includes remote support for our international group offices. This role will suit someone with a passion for customer service with a strong technical and methodical approach to any given task. The candidate will exhibit intellectual curiosity in their interest in IT with an aptitude for applying computing concepts and skills to solve real problems. Responsibilities: Provide 1st, 2nd, and 3rd level end-user support for Microsoft 365 environment, office devices, and technology including Laptops, printers, multifunctional devices, smartphones with a focus on customer support. Candidate must truly enjoy helping others and solving problems to succeed in this role. Serve as experienced participant in transition from an on-premises / hybrid 365 environment to an automated 365 Cloud environment. Physical setup of workstations, laptops, and smartphones. Responsible for working and tracking all incidents and service requests from beginning to resolution within predetermined service levels using the ticketing system. Escalate issues (ERP, HRIS, Procurement, etc.) to the appropriate parties inside or outside the company and track resolution. Install, configure, and provision end-user devices for onboarding, as well as secure retirement of devices and removal of company resources during offboarding. Utilize IT asset management for documentation and tracking of end user computing equipment, accessories, software licenses and maintain appropriate levels of inventory. Manage end-user software & hardware inventory for company offices; initiate, manage and track necessary purchases with our established 3rd party suppliers. Work closely with the IT Support Operations Manager to determine and implement solutions to improve efficiency, reliability and security of desktop services and capabilities. Serve as an experienced resource to lead by example for junior IT Support Analysts. Set-up and provide user support for our video conferencing rooms and systems. Train employees on use of devices and new/upgraded core enterprise software. Occasional after-hours work for critical infrastructure updates and changes. Proactively communicate all changes, updates, and outages to staff. Frequent in-person office attendance in the London area, with occasional travel to the Oxford area. Requirements: General 7-10 years of experience in a similar position providing endpoint and infrastructure support. Excellent team player with the ability to positively encourage and influence others. Ability to multi-task with strong attention to detail. Enjoy working in a fast-paced, agile environment, and resolve unplanned incidents quickly. Outstanding communication skills, including the ability to effectively present information in both technical and non-technical terms. Ability to maintain a professional service level when dealing with fast-paced end users and VIPs. Desire to learn and become familiar with new areas of technology. Understanding of ITIL processes preferred Knowledge of the Software Development Lifecycle (SDLC) Technical IT troubleshooting skills: ability to critically think and solve problems independently until escalation may be required. Experience with Active Directory, machine access changes, and various authorization controls. Direct Microsoft 365 experience is required, including direct knowledge of Azure AD. Enterprise Architecture: troubleshooting user mailboxes, public folders, creating/updating distribution groups and security groups. Experience in setting up, maintaining, and troubleshooting office devices (Laptops, smartphones, printers, etc.) Ability to isolate problems with end user devices and infrastructure. Mobile Device Management – enrolling users on corporate mobile devices and BYOD profiles. Direct experience with iPhones is a plus. Creating, using, and updating Powershell scripts to automate daily tasks. Networking fundamentals – basic troubleshooting of connectivity on workstations and servers. Experience in videoconferencing solutions and end-user support (Teams, Webex, etc.) Strong working knowledge of Microsoft Office suite (PowerPoint, Excel, Word, Outlook) Experience with RMM solutions (Teamviewer, Kaseya, Solarwinds, etc.). Experience with ticketing systems (e.g. Zendesk, Jira Service Desk, ServiceNow, etc.).

Region 1 EMEA (Europe, Middle East and Africa) Division 1 Corporate Location 1 London Program type 1 Internship Level 1 Analyst Job description 1 Who we are Nomura is a global financial services group with an integrated network spanning over 30 countries. By connecting markets East & West, Nomura services the needs of individuals, institutions, corporates and governments through our three business divisions: Retail, Wholesale (Global Markets and Investment Banking) and Investment Management. Driven by the insights of some 26,000 people worldwide, we put our clients at the center of everything we do, delivering unparalleled access to, from and within Asia. Corporate Infrastructure overview Our Corporate Infrastructure business areas are what underpins the success of the entire organisation. These are the functions that support the business, helping us deliver innovative financial solutions that set Nomura apart in the global marketplace. In our highly competitive and fast-paced industry, strong infrastructure teams are fundamental to our success. Work in these areas with us and you’ll be operating at the forefront of your field, as well as gaining a valuable insight into how Nomura operates on a global scale. The Technology Summer Internship Programme aims to give you exposure into one of our Technology departments - Support, Development and Infrastructure. Programme overview: We offer a nine-week Summer Internship for final year students interested in learning about the banking business. The programme will provide you with the opportunity to develop your technical knowledge, gain valuable on-the-job training, understand our culture and create new networks. The first week of the internship is class-room based training which is provided to enhance your key technical skills and will enable you to perform on the desk during the internship. Following the training week, you will join one of our Technology desks for the remaining of the internship and complete tasks at a similar level of a first year Analyst. At the end of the internship, strong performers will receive offers to join our Graduate Programme. Additional sessions during the internship include soft skill sessions, product presentations, business overviews as well as social events. Training Summer Analysts will receive extensive training to enhance the skills they need to perform well during their internship. As part of the Corporate Infrastructure Summer Programme you will receive training which will include business overview presentations, structured class room seminars, internal training by business representatives and team-building with colleagues. You will receive ongoing performance feedback and have access to division specific educational sessions designed to aid your professional development. Managers will focus on your career development and dedicate their time to coach and mentor you, helping you realise your full potential. Throughout the Internship Programme you will be supported both by a buddy, mentor and dedicated programme management team. What’s your role? Technology at Nomura involves working with, and designing, state-of-the-art information technology and risk management systems. These are the systems that can often give us that crucial, split-second edge over our competitors. Work ranges from infrastructure support and deployment to in-house development of complex modelling software and applications. This programme will give you the opportunity to develop new applications that keep us at the forefront of technology. You’ll develop an impressive level of technical knowledge, using a range of technologies (Java, C#, C++, SQL, Python, Perl, JavaScript, HTML/CSS and others) and frameworks (Spring, Maven, Camel, WPF, Node, React, and many others). Depending on your role, you’ll gain an understanding of different financial products, and build a valuable knowledge of risk management techniques and live trade analysis. There is a wide breadth of roles available in technology. Your role will fit into one of the below: Business Analysis – To help bridge the gap between the worlds of Technology and the business, Business Analysts are the intermediary through which each side can communicate effectively. Each modification we make to our in-house software requires complete understanding and agreement from both sides as to how things are to be changed, and as a Business Analyst you will facilitate this. You’ll be meeting regularly with business representatives to understand the problems that are currently occurring, and will be translating these problems into concrete requirements for the Development and Support teams. Analytical skills are a must for this role, as well as the ability to express an idea in more than one domain language. Software Development – Bespoke software is at the heart of everything we do, and as a software developer you will help build out our ecosystem to help our clients and traders create and maintain a competitive advantage over other banks and organisations on the street. We write a large proportion of our software in-house and you could be involved with anything from generating real-time risk measures for our traders, to ensuring that payments to other companies are correctly collated, calculated and executed. As a software developer at Nomura, you will be designing, implementing and deploying solutions to meet rapidly changing business and regulatory needs. Strong coding skills and a logical outlook are a must. Technical Support – To support the many systems that are written in house, our technical support teams are the first line of communication between our business users and Technology. As a member of one of our dedicated teams you’ll be doing anything from diagnosing and remediating issues in complex system flows to investigating previously unknown issues, all while in contact with traders or other business staff in a fast-paced environment. Excellent communication and technology knowledge are required to get the ‘big picture’ and disseminate information to find a solution to issues. Bear in mind, that not all jobs fit into one of these categories, and can sometimes span two or all three! Your role will be in the context of one of our IT divisions: CTS – Corporate Technology Services (CTS) is responsible for delivering and supporting business applications to Finance; Compliance; Legal; Human Resources; Real Estate and various other Corporate divisions across the Nomura Group. CTS plays an essential role in servicing the Firm’s business needs and future direction by provisioning innovative, cost-efficient technology solutions to help underpin our competitiveness; revenue-generation and regulatory compliance. This is achieved by defining and overseeing strategic direction and technical architecture of Corporate Technology Services across Wholesale and wider Group companies; ensuring quality, delivery timeliness and progress transparency against milestones and objectives. Team collaboration is also involved, sharing successes and failures, ensuring we consistently and continually learn. CTS creates an environment and culture to attract the smartest and most determined people, helping them succeed in their roles and careers. Acting as true partners with the Business and wider Corporate world, they provide technical expertise, ideas, opinions and problem-solving abilities. CTS also sponsors and supports Firm-wide IT Transformation, transitioning to cloud, automated toolchain and testing processes. GIS – Global Infrastructure Services team is responsible for designing, developing and maintaining Nomura's core group-wide infrastructure platforms which are divided into three main functional areas: Digital Workspace; Cloud; and Traditional Services. These functions are underpinned by Engineering, Programme Management, Governance and Business Management functions. The GIS team continually drive forward the organisation through the delivery of leading edge technology platforms and business solutions. The current GIS project portfolio spans cloud and workspace initiatives alongside infrastructure optimisation programmes and provides support for business initiatives. Through the knowledge, expertise and teamwork of our people, we create significant technological and competitive advantage for Nomura. Our strategy is to provide a first class and cost efficient Service Delivery centering on Efficiency, Platform Standardisation, Consolidation and a Globalised Operating Model. GMIT – Global Markets Technology develops and maintains software solutions for the Global Markets division. Our products are used around the globe and include trading, pricing, risk management, analytics, research and sales systems. Risk IT – Risk IT supports the Risk Management division by developing and maintaining software solutions that calculate market and credit risk exposures and provide group-wide risk management capabilities in line with the firms’ risk appetite and regulatory requirements. WPS – Wholesale Production Services provides business aligned 1st/2nd line IT Support and has global responsibility for the overall stability of the systems supporting the global wholesale businesses and the supporting functions (e.g. Front Office, Operations, Risk, Finance, Compliance). Wholesale Production Services is responsible and accountable for monitoring the environment to proactively identify issues, incident management, release management, disaster recovery, capacity management and application support. What are we looking for? At Nomura our goal is to attract and develop exceptionally talented people who share our passion for individual excellence and our commitment to teamwork. We recruit graduates and interns with a high level of academic and extra-curricular achievement, who will be able to withstand the rigours of a rapidly changing, demanding but ultimately rewarding environment. As an intern, you should be in your final year of university graduating in 2024. All applications will be considered. Fluency in English is essential. How to apply Please note that you can only submit one application per recruitment year (Sep 2023 – August 2024) and that all applications must be submitted online via: www.nomura.com/careers To apply for a 2024 Summer Internship position, candidates should be available for full time employment in July 2024. We only accept applications for this programme from final year students graduating in 2024. Deadline dates & Visa sponsorship Application deadline: 1st December 2023 We recruit on a rolling basis and encourage applicants to apply early. Please note Nomura do accept and consider applications from overseas students from outside the UK and will provide support and assistance with the visa application process as best we can. For further information about Nomura, please visit www.nomura.com/careers Diversity & Inclusion Nomura is an equal opportunity employer. We value diversity and are committed to creating an inclusive environment for all our employees. We do not discriminate on the basis of age, disability, gender identity and gender expression, pregnancy and maternity, marriage and civil partnership, race, religion or belief, sex or sexual orientation. If you require any assistance or reasonable adjustments due to a disability or long-term health condition, please do not hesitate to contact us.

Primary Details Time Type: Full time Worker Type: Employee QBE’s European Operations, which accounts for over 27% of QBE Group turnover, is a leading specialist in London market and European commercial lines business. Active in both the Lloyd’s and company market, QBE offers considerable diversity to the broking community. We are a socially responsible company and give our customers the ability to invest a portion of their premiums in environmentally and socially beneficial projects. The Opportunity: The IT Risk Analyst role will assist the Global IT Control and Assurance Manager in developing and supporting QBE’s control and risk framework in the Technology Services function. This is a diverse role and is well suited to someone who enjoys investigating new subjects; coordinating activities across many stakeholders; supporting colleagues at many levels of seniority within the organization and being part of a team delivering excellence in Risk Management. As a line 1 embedded risk function you will be a “critical friend”, both assisting in control evaluation and control formalisation. Depending on team priorities you may be working with evidence from a technical control; supporting a risk assessment on a global transformation project; stepping in to help a colleague through the issue management or even facilitate policy development. This IT Risk Analyst role is part of the global Technology Risk Management team. Our divisional IT risk managers will rely on your assistance in coordinating our global Risk and Control assessment process. They will also need you to understand their divisional context and how their technology department is supporting QBE be successful locally. Your responsibilities for this role may include, but are not limited to: Ensure in-depth knowledge and understanding of the IT Risk Management requirements and practices. Establish and maintain strong relationships with stakeholders in Divisional and Global IT teams, Business Operations and Enterprise Risk Management. Coordinate completion and review of Divisional IT Risk and Control Self-assessments (RCSA) and associated documentation to ensure they meet the Group RCSA standards. Provide guidance and supports the IT stakeholders in undertaking IT Risk and Control Assessments. Guide and advise IT stakeholders to ensure that Issue and Incident Management process is followed appropriately. Coordinate review of existing Issues and Incidents, along with actions, to ensure they are being managed in line with the Risk Management Strategy and Standards. Support the Global IT Control and Assurance Manager in executing IT Risk and Control Assurance activities and undertaking IT controls testing. Assist Global IT Control and Assurance Manager in embedding sound IT risk practices across the divisions and functions. Coordinate with the IT stakeholders to ensure all policy exceptions / risk acceptances are managed in accordance with the Enterprise Risk Management Strategy and Standards. Follow the Enterprise Risk Management Strategy, and its underpinning frameworks and standards as part of IT risk management and control assurance activities. You will need to be able to display you have the following qualifications and experience: Good understanding of risk management and reporting. Experience in Information Technology preferable. Experience dealing with all levels of management across different teams Good understanding and knowledge of Risk and Control frameworks, Information Technology and legal requirements CISA or CRISC accreditation preferred Experience of providing assurance on risk and controls across multiple technology Experience in performing ITGC audits is desirable Experience in Technology Risk, Technology Audit or related field At QBE, we view our people as our most precious asset. We understand the importance of fostering a work environment that is responsive to the changing needs of today's workforce. QBE aims to build a workplace that is fair and inclusive because we want to attract and retain the best people to do the job. We’re ‘Happy to talk Flexible Working’. How to Apply: To submit your application, click "Apply" and follow the step by step process. Equal Employment Opportunity: QBE is an equal opportunity employer and is required to comply with equal employment opportunity legislation in each jurisdiction it operates.

An exciting opportunity to participate in the European Desktop Support function that should enable/facilitate the growth and success of the operations in Spain and the rest of European countries. An excellent role for someone starting their IT career with great progression and training opportunities. You will be the first point of contact for team member when they have a technical issue, diagnosing their issue and either resolving it or escalating the ticket to a senior engineer. JOB DESCRIPTION Key Responsibilities: Desktops & laptops’ templates rollout. Desktops, laptops, mobile phones and other IT devices procurement and management Troubleshooting desktops, internet links, telephony and IT in general related issues Work closely with Systems Engineers. Participate in any IT initiative/project when required. Maintenance an up-to-date devices inventory Coordinates and assists in supervising systems upgrades and installations by evaluating and recommending upgrades based on business needs and requirements Environment: Microsoft/HP Laptops-Desktops, Office 365, Microsoft Azure services, CrowdStrike, Kaseya, Fortigate Firewalls, HP/Aruba switches, Ruckus APs/controllers. Experience and Skills: Required Excellent communication skills & team working, providing a first class level of customer service Keen to develop technical skills and enthusiastic about helping others Experience troubleshooting desktops, laptops, mobile devices & associated peripherals Knowledge of Windows 10 & 11, MacOS and iOS platforms Office 365, SharePoint, OneDrive & Teams troubleshooting/management Basic understanding of networking technologies such as DNS, DHCP etc to facilitate basic troubleshooting Building of new Windows/Mac/iOS devices to a set standard Installation and configuration of 3rd party software and devices Ensure all IT incidents are logged on our helpdesk platform and ticket notes are kept up to date with current progress Ensure all IT incidents are responded to within SLA Desirable Previous IT helpdesk / 1st line support experience Experience with ServiceNow Experience with TeamViewer or Kaseya Adobe Creative Suite experience/troubleshooting Knowledge of Microsoft Surface devices

Details Reference number 327506 Salary £35,191 - £41,218 (Plus an additional £4,052 London Weighting Allowance if the successful individual is London based) A Civil Service Pension with an average employer contribution of 27% Job grade Higher Executive Officer Contract type Permanent Business area ONR - Information Technology Type of role Other Working pattern Flexible working Number of jobs available 1 Contents Location About the job Benefits Things you need to know Apply and further information Location Bootle, Cheltenham, London About the job Job summary ONR do welcome applicants who require sponsorship through the skilled worker route. Unfortunately, this particular role does not meet the eligibility requirements. If you have any questions, please contact [email protected]. ONR is not a Civil Service department, however, we are an arms length body of Department of Work and Pensions. About ONR The Office for Nuclear Regulation (ONR) is responsible for the regulation of nuclear safety and security across the UK. Our mission is to provide efficient and effective regulation of the nuclear industry, holding it to account on behalf of the public. As part of its 2025 strategy ONR is committed to being a modern and transparent regulator, delivering trusted outcomes and value. We are making substantial investments in new digital technologies and skills to enhance our regulatory processes and management of information. About The Role The role sits within the Information Technology and Delivery Directorate (ITDD), as part of the IT Service Management (ITSM) function. This post will be responsible for leading a variety of IT resolver groups and enabling the delivery of a high-quality service to the end user base. The Service Desk Manager will identify emerging issues and is a knowledge expert across teams. The post holder will be expected to provide strong leadership and direction to the Service Desk Analyst team by managing their career, development and performance needs and ensuring they are supported throughout their employment life cycle, in line with ONR’s performance management process. The Service Desk Manager is responsible for the resourcing and development of the team, including any coordinated service transitional activities. The post holder will need to have strong communication skills to motivate and encourage workers, and strong interpersonal skills to build relationships with customers. This is an exciting role within the ITDD and is essential in ensuring that we provide a service that exceeds the needs of the organisation. Principal Responsibilities Responsible for identifying emerging issues within the IT Service Desk team. Management of 1st level incident and service escalations Own and update Service Desk scripts for Service Desk Analysts Identify insights into Incident and Service Request that aide in minimising service disruption to users. Monitor and support IT service delivery ensuring systems, services, methodologies, and procedures are in place and followed. Responsible for the resourcing, capacity planning, coaching and development of the team, including the preparation and co-ordination of service transition activities. Management of the or team, this includes providing support, supervising staff, and providing direction and mentorship to staff. Instil a service-first approach and align to industry best practice, this will include embedding and applying ITIL best practices across an ITSM Service Desk tool to enable effective technical support. Demonstrable ability to think around issues and look at the wider picture in order to provide solutions through a variety of problem-solving techniques. Facilitate and contribute towards meetings to ensure that the team are improving performance, service, modernising IT and enhancing product quality. Use information gathered at these meetings to target areas for continual service improvements. Update and review the IT Service Catalogue ensuring that items are up to date, accurate and fit for purpose. Support staff and the wider ITDD team with the use of new and existing technologies. Job description Line Management Responsibilities None currently, however, at this level there could be an expectation to manage staff in the future. Location / Travel This post may be undertaken from a base at any one of ONR’s office locations (Bootle, Cheltenham, or London). ONR operates hybrid working (working in the office and or at home) as part of our flexible working policy. There is an expectation that everyone will spend time in the office on a regular basis, recognising that some work is better done face to face. Managers will work with their teams on what works best to meet individual, team, business and organisational needs to enable collaboration, as well as balancing personal choice and wellbeing. Clearance Level BPSS Person Specification ONR is committed to being an inclusive employer and we welcome and encourage applications from all applicants. We will make reasonable adjustments and adaptations to ensure the recruitment process is inclusive and barrier-free. For example, providing job descriptions in alternative formats, and providing communication support and accessible venues. If you would like to discuss how we can support you, please contact ([email protected]/ or 0203 028 0133 / 0203 028 0120) who will be able to provide further information and discuss any reasonable adjustments you may need during the recruitment process. We will offer an interview to disabled people who meet the minimum criteria for the role. Applicants also have the choice to opt into our Guaranteed Interview Scheme when completing their application where we will offer an interview to disabled people who meet the minimum criteria for the role. ONR recognises it has a role to play in helping those leaving the Armed Forces (veterans) and have introduced a Guaranteed Interview Scheme for veterans. This is part of a government initiative known as the ‘Great Place to Work for veterans. Veterans are officially defined as anyone who has served for at least one day in His Majesty’s Armed Forces (Regular or Reserve). All veterans who meet the minimum criteria for a role will be invited to interview and they have the choice to opt into this scheme when completing their application. To be eligible to apply for roles under the initiative, veterans must meet certain eligibility criteria below. have served for at least one year in His Majesty's Armed Forces (as a Regular or Reserve) be in transition from, or ceased to be a member of, His Majesty’s Armed Forces; and not already be employed by ONR. Qualifications Successful applicants should hold, have the equivalent or be willing to work towards within the first 12 months the following qualifications: ITIL Foundation Certification (Essential) MTA Cloud Fundamentals (Desirable) AZ-104 Microsoft Azure Administrator (Desirable) Person specification Essential Skills/Job Related Expertise Solid understanding of a service-first approach, aligned to industry best practice. Experience of service reporting and incident trending analysis and solution Proven experience of implementing continuous IT service Improvement Significant experience of team management with various teams and IT resolver groups. Experience of working with multiple 3rd party suppliers to ensure incidents and service requests are resolved or fulfilled. Demonstrable experience in stakeholder management, specifically SME’s, Service & Product Owners Proven experience of balancing challenging and conflicting priorities, with resilience to flex in order to meet business needs. Benefits Alongside your salary of £35,191, Office for Nuclear Regulation contributes £27 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides. An annual leave allowance of 25 plus 8 days public holiday. There is also an entitlement to 1 privilege day. Your annual leave allowance will increase by 1 day each year up to a maximum of 30 days. Learning and development tailored to your role An environment with flexible working options A culture encouraging inclusion and diversity A civil service pension Things you need to know Selection process details Please submit your application through the recruitment portal on the ONR website directly by clicking onto the link above apply at advertisers site where you can also download full job description. For Further Information For more information about this vacancy please contact Adrian Davies [email protected] How to Apply Please submit your application through the recruitment portal. The closing date for receipt of applications is 31 January 2024 at 11:45pm Your application should include: CV to include a full record of your education and professional qualifications and a full employment history. A suitability statement (maximum of 800 words) highlighting how you meet the ‘essential skills and experience” required for the role, which will be used at shortlisting in conjunction with your CV. Where applicable highlight if you have any experience under ‘desirable skills and experience’ within the application form. Throughout our shortlisting process, we will make decisions about your capability to do the job, based on evidence you provide against the essential criteria (and the desirable if applicable). Important guidance when providing CV’s – please upload text-based CVs with no graphics or pictures to ensure the anonymisation function works correctly. Please note - if whilst completing your application, you use special characters such as (‘ ; “ - _ * ) within your examples, Hireserve will convert these characters into symbols. We are currently unable to change this. Whilst these examples will appear on your application, this will not prevent it from being reviewed at the shortlisting stage. ONR do welcome applicants who require sponsorship through the skilled worker route. Unfortunately, this particular role does not meet the eligibility requirements. If you have any questions, please contact [email protected]. Feedback will only be provided if you attend an interview or assessment. Security Successful candidates must undergo a criminal record check. People working with government assets must complete baseline personnel security standard (opens in new window) checks. Medical Successful candidates will be expected to have a medical. Nationality requirements This job is broadly open to the following groups: UK nationals nationals of the Republic of Ireland nationals of Commonwealth countries who have the right to work in the UK nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window) nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS) individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020 Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service Further information on nationality requirements (opens in a new window) Working for the Civil Service Please note this Post is NOT regulated by the Civil Service Commission. The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria. Apply and further information This vacancy is part of the Great Place to Work for Veterans (opens in a new window) initiative. Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records. Contact point for applicants Job contact : Name : Adrian Davies Email : [email protected] Recruitment team Email : [email protected] Further information https://www.onr.org.uk/complaints-concerns-whistleblowing.htm

Overview Reporting into the Head of IT Support, we are looking for a talented IT Support manager to join our IT team. We have an exciting mix of skills and technologies and have been rapidly developing and expanding our systems. This is a great opportunity to implement and grow your experience in a strong IT support department as part of a busy and growing retail environment. The right person will have at least 2 years’ experience in managing a team and have technical experience in ITSM – we use Jira Service management, Reporting and Power BI, CSI, MS Exchange, and technical experience in MS Office, Azure, Intune, O365, remote assistance, WAN and LAN networking. This is an updated role for someone highly organised who is looking to take on and mould our support function to better meet the business’s demands. This is a hybrid role and is split between London and Coventry but will be based out of the closest office. What you’ll be doing Manage the IT Support team in day-to-day IT operations, request fulfilment and incident management Responsible for Major incident management Supporting communication between the team and end users and stores Responsible for tickets assigned to the Analyst and Engineer teams Configuration and support of ITSM system (Jira) for all service requests and incidents Provide clear reporting on team performance, SLAs, KPIs and trends to make effective recommendations to management using Power BI and other reporting tools Responsible for the analyst and engineer teams’ professional development, through holding regular monthly One-to-Ones and Annual Performance Reviews, ensuring purposeful and developmental conversations take place, and that all administration is documented to a high standard Adapting and growing the IT Support function to meet the needs of the organisation Establishing and maintaining relationships with colleagues and key vendors Maintain documents for procedures, KEDB and knowledgebase Point of contact for escalation on tickets from business colleagues or IT management Oversee quality of service provided to head office and stores We’d love to meet someone with At least 2 years’ experience as a manager and at least 5 years in an IT environment Preferably ITIL v3/v4 Foundation qualified Excellent organisational skills and logical approach to problem solving Ideally GCSEs in Maths/Science/I.T. (Preferably A or AS –levels/ Degree Level) or equivalent Good Experience in Power BI and Jira Service management Experience in implementing and administering, AD, Azure, O365, EOL, Windows updates and managing Exchange Excellent communication skills, both written and spoken including customer relations experience up to C-Level Excellent team management skills Calm under pressure Experience working in a retail environment is desirable but not essential

Role Purpose To ensure the proper functioning of personal computing and office technology so that end users can most efficiently and effectively accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving customer requests and escalations from the Technology Help Desk. Problem resolution will involve the use of incident management tools, as well as hands-on support at the on-site level. Main Responsibilities Perform hands-on fixes, including installing and upgrading software, installing hardware, managing mobile devices, supporting video conference equipment and software, and configuring applications Own and drive issues to resolution including escalation to specialized resources within the broader IT organization. Remain engaged on issues until resolution Provide technical support for client facilities such as video conferencing and in-room systems, along with audio conferencing services Participate in improvements as they relate to the on-site IT environment Serve as an advocate for the organization's information security management system. Assist customers to work efficiently within the ISMS framework Test fixes to ensure problems have been adequately resolved Perform post-resolution follow-ups to customer requests Evaluate documented resolutions and analyze trends for ways to prevent future problems Field incoming requests from customers via both telephone, mail, or instant messaging applications in a courteous manner Build rapport with customers Perform preventative maintenance, including checking and cleaning workstations, printers, and peripherals Prioritise and escalate problems (when required) Record, track, and document problem-solving processes, including all successful and unsuccessful decisions made, and actions taken, through to the final resolution Apply diagnostic utilities to aid in troubleshooting Access software updates, drivers, knowledge bases, and frequently asked questions about resources on the Internet to aid in problem resolution Understand the essential responsibilities of the position and works continuously to build and improve the skills necessary to be proficient in the role Support, operate, and maintain AV equipment for live meetings and events Provide support and demonstrate expert knowledge of the online webinar tools and applications Act as a backup trainer when requested Travel Requirements This role does not typically have travel requirements however may have occasional travel to provide temporary support to other offices as required. About The Team Function The Firm's Technology function is responsible for designing, developing, and maintaining the Firm's global technology infrastructure, including architecture, hardware, software, computer networking, communications, and data management. The function works closely with lawyers, clients, and PBS functions to ensure our technology offering is best-in-class and forward-thinking, allowing the Firm to provide its clients with cutting-edge, innovative legal and business advice via up-to-date technology products and solutions. This role will report to the Supervisor/Manager On-site IT Support, or Manager, IT Service Delivery. The key relationships of this role are with all attorneys/staff members. About The Candidate Technical skills, qualifications, and experience Strong Experience in the field of computer science, information sciences, or related field Microsoft MCP desired or other appropriate certification Strong knowledge of computer hardware with a focus on workstations and laptops Experience with Microsoft Windows 10 Significant application support experience with Microsoft Office 2016 or higher Proven track record of working under Service Level Agreements and a Service Desk framework, along with responding to and managing and resolving support desk tickets Experience working in a team-oriented, collaborative environment In cases where support needs to be provided in languages other than English, proficiency in English is also required Flexibility to work on projects and tasks outside of business hours and on weekends to ensure minimal disruption to the business will be necessary from time to time Personal qualities These personal qualities represent the shared characteristics of high performers across Baker McKenzie, regardless of job level and location. Know how Demonstrates the ability to identify the real issue, and to anticipate requirements and potential consequences; distills a range of possibilities by thinking in a considered, prudent manner Has the capacity to take on new ideas and develop knowledge and think holistically about business and address media, analyst, employee, and client audiences Able to move through a variety of tasks requiring different approaches, knowledge, and expertise, with the agility of mind and capacity for analysis and synthesis Dedication Driven by a strong personal sense of integrity and upholds exemplary quality standards Prepares thoroughly, takes responsibility, uses initiative and is self reliant to ensure work progresses to the fullest extent possible Hardworking and diligent with a keen understanding of client demands Demonstrates composure when dealing with difficult situations Personal Impact Uses complex, coordinated influencing/negotiation strategies, adapted to people, organizations, and/or the situation, e.g. networks Leverages direct reports to facilitate increased collaboration across the organization Builds partnerships based on a common agreement that acknowledges individual differences but creates a new commonality beyond root belief large-scale Creates a positive impression at all times; develops relationships through collaboration and reciprocity Negotiates to achieve mutually satisfactory outcomes; shows good judgment on when to stand strong and when to compromise Invests in, nurtures, and builds a network of productive relationships Humanity Respectful to others, regardless of their position, and earns the respect of others by being transparent Has care and concern for others and a genuine interest in others as people Treats delicate or confidential issues with grace and discretion. Why Join Us? Baker McKenzie is a truly global law firm. Founded in 1949, we advise many of the world's most dynamic and successful business organisations through our 13,200 people in 74 offices in 45 countries. Yet big does not mean impersonal. We work hard to ensure that everyone knows their role and has the support they need to perform it to the highest standard. Our culture encourages this - how we work, think and behave in a collaborative and fulfilling way. In London you will be part of a 1,000 person office, which is also our largest office globally. Originally opened in 1961, Baker McKenzie London is well established in the UK as a leading international law firm and is regularly involved in some of the country's most high-profile legal matters. We can offer you the work, pride and experience of being part of a leading law firm but in a local office environment that is hardworking, friendly and supportive. The strength of the firm and our culture is evidenced by a number of recent awards, including: Thomson Reuters (formerly Acritas' Sharplegal) Global Elite Law Firm Brand Index, 2010- 2022 - ranked 1st The Times Top 100 Graduate Employers 2021-2022: currently ranked 52nd Thomson Reuters ranked the Firm No. 1 for cross-border deals for the last 12 years. More than 70% of our deals are cross-border. For the 14th consecutive year, the Firm was ranked first for deals with emerging market involvement, by both number of announced and completed deals. Law360 ranked the Firm as one of the 400 Largest US Law Firms in in its annual survey in 2020. Identified as one of the Hall of Fame for best law firms for women by Working Mother magazine, 2011-2021. Received a a Gold Award in Stonewall's Global Workplace Equality Index of Top Global Employers for LGBTQ+ Inclusion. Ranked as one of the Top 20 Employers in the 2023 Social Mobility Employer Index. Received Double Certification for earning top marks in the 2022 Corporate Equality Index and Equidad MX of the Human Rights Campaign Foundation. Winner of the Europe Mentorship Programme - International Firm award in the Euromoney Women in Business Law Europe Awards 2021 Winner of the Gender Diversity International Firm, Talent Management International Firm, and Work-Life Balance International Firm awards in the Euromoney Women in Business Law Asia Awards 2021 Have a look at our YouTube channel to find out more about us! To Apply Please click on the Apply icon to start the online application process for this role. We will then be in touch with you once we have reviewed your application. For more information about this position or to discuss any adjustments you may require during the process please contact in confidence, Vanessa Renforth, Recruitment Manager, on +442070725731 or [email protected] Please review our Applicant Privacy Notice here NO AGENCIES PLEASE Please note Baker McKenzie does not accept unsolicited CVs. Please click here for details of our Agency Policy and commitment to sourcing directly. Commitment to Inclusion, Diversity & Equity As the first truly global law firm, diversity and inclusion are foundational to our culture and strategic vision. We are a Firm of individuals from across the globe with different backgrounds, ideas, and points of view who collegially work together to solve complex problems and design practical solutions for our clients. Our multiple perspectives come from many sources, including the diverse ethnicity, culture, gender, nationality, age, sex, sexual orientation, gender identity and expression, disability, parental status, education, social background and life experience of our people. Our global strategy is focused on our people, our culture, our clients and the communities where we operate. In 2019 we enacted ambitious new targets related to gender, racial and ethnic diversity at the Firm. These targets are viewed as a floor, not a ceiling, to advancing underrepresented groups, and they are backed by a variety of strategic initiatives aimed at achieving our goals. Our strategic vision is supported in London by six active employee led networks which champion diversity, lead on a number of internal campaigns and deliver a range of activity to celebrate differences in identity, inclusion, and key dates throughout the year including: LGBT+ History Month, International Women's Day, International Trans Day of Visibility, Mental Health Awareness Week, Pride, Black History Month, Social Mobility Week, International Day of Disabled Persons and many more! Baker McKenzie London has been accredited by Disability Confident, joining over 18,000 organisations that have signed up to help change behaviours and cultures in businesses, networks and communities and reap the benefits of inclusive recruitment practices.

The Role: The EU Service Desk provides support service to customers and forms part of ION's global support team. The desk is responsible for providing both on-site and remote support to users and trading support personnel, maintaining a strong relationship with clients as well as developing a deep understanding of client systems and business practices. Key Responsibilities Receives all client raised incidents and enters on the internal call logging system Analyses each call, using business acumen to identify the nature of the incident and action appropriately Deals with calls immediately, either independently or by passing to the appropriate team to ensure optimum resolution Works to improve knowledge and skills to increase 1st line resolution within the service desk Attends client site to assist with issue resolution and increase business knowledge where requested Develops strong working relationships with other departments to assist with the delivery of our service to clients Adheres to "best practice" and department procedures for client communications, incident progression and investigation Participates in the team shift patterns and assists with weekend work and out of hours escalation when required Required Skills, Qualifications and Experience Hold an IT, numerate or business related Degree or equivalent experience Minimum 0-2 years of experience Have an enquiring mind with an analytical and proactive approach to problem solving, even when under pressure Ability to read and understand code in one or more of the following: C++, TCL, UNIX Scripting Service desk analysts need to be dynamic, resilient, objective, delivering rapid and accurate solutions to the incidents raised by customers Excellent written and verbal communication skills A confident and professional manner Able to manage own time and a changing workload Co-operative approach to working with team members and other departments Able to view situations from a customer perspective and act accordingly A strong desire to develop a deep understanding of financial markets and business flows and Fidessa's functionality Working knowledge of networks and network infrastructure is desirable About us We’re a diverse group of visionary innovators who provide trading and workflow automation software, high-value analytics, and strategic consulting to corporations, central banks, financial institutions, and governments. Founded in 1999, we’ve achieved tremendous growth by bringing together some of the best and most successful financial technology companies in the world. Over 2,000 of the world’s leading corporations, including 50% of the Fortune 500 and 30% of the world’s central banks, trust ION solutions to manage their cash, in-house banking, commodity supply chain, trading and risk. Over 800 of the world’s leading banks and broker-dealers use our electronic trading platforms to operate the world’s financial market infrastructure. ION is a rapidly expanding and dynamic group with 13,000 employees and offices in more than 40 cities around the globe. Our ever-expanding global footprint, cutting edge products, and over 40,000 customers worldwide provide an unparalleled career experience for those who share our vision. ION is committed to maintaining a supportive and inclusive environment for people with diverse backgrounds and experiences. We respect the varied identities, abilities, cultures, and traditions of the individuals who comprise our organization and recognize the value that different backgrounds and points of view bring to our business. ION adheres to an equal employment opportunity policy that prohibits discriminatory practices or harassment against applicants or employees based on any legally impermissible factor.

IT Support Engineer – Central London, Hybrid - £33,000 A highly successful, global business are looking for a personable Desktop Support Engineer t to join their established IT team on a 12 month FTC. This role will be primarily focused on providing 1st and 2nd Line IT support to 300 internal users globally. Please note- this role offers hybrid working and there is a chance it may go permanent. As the IT Support Engineer you will work with Desktop and Infrastructure support teams to field requests and provide IT support remotely and in person. You will record and manage incidents within the service desk ticketing system and deliver effective troubleshooting within agreed service levels. You will also help to manage all end user devices deployed at home or in the office. The ideal candidate will be customer focused with great communication skills. You will be familiar with ITIL processes and have experience supporting a Windows environment. Exposure to the following technologies would be beneficial: Active Directory Office 365 Microsoft InTune TCP/IP, DHCP and DNS Citrix The salary on offer for this role is up to £33,000 plus great benefits.

Job Description: What are we looking for? Performs defined assignments in the entry level of the technical leadership career band. Typically, a college or university degree and has conceptual knowledge of theories, principles and practices. This role would suit someone in the early stages of their career with good IT experience. Problems faced are difficult but typically not complex, uses existing procedures and practical knowledge to solve problems. Works independently but will receive instruction and guidance as needed. Looking for someone to work across three time zones primarily in Europe but also some cross over cover in the Asia Pacific and Americas regions. Working knowledge of Microsoft Office applications is essential. Working knowledge of the SAP business solution would be an advantage, but not essential. Good communication skills strong English is essential. Ability to deal with different types of stakeholders across the organisation. Job Family Group: Digital Technologies Leverages information technology to achieve business goals and to create new business opportunities supporting and maintaining IT services and related infrastructure. Job Family: Service Delivery Management/Vendor Relations Responsible for managing design, transition, day-to-day operations and improvements to IT Service Management processes and IT services. What will be your key responsibilities? You will be working on various applications in the commercial buying area. Responsible for providing day-to-day technical support which may include some trouble shooting and problem escalation. Service management of 3rd Party vendors. Involvement on minor programs/projects to provide functional and technical expertise, of the design until go live of products. Assist with change management activities, including releases and production slots. Manage business (enhancements, projects, major incidents, special requests), including Escalation of incidents/requests/problems/demands from business, supported by a Product Senior Analyst when needed. Strong collaboration with business to translate business functional requirements into actual practical and working IT specifications, assuring high level of satisfaction from the customers. Identify and develop automation opportunities across the business. Identify, propose, and develop improvements for product and services as part of Problem Management process. Document solutions developed, to assure global supportability. Participate and collaborate on a Community of Practices related to the functional and technical areas. What can you expect from Mars? Work with over 150,000 diverse and talented Associates, all guided by the Mars Five Principles. Join a purpose driven company, where we’re striving to build the world we want tomorrow, today. Best-in-class learning and development support from day one, including access to our in-house Mars University. An industry competitive salary and benefits package, including company bonus. Disclaimer: Mars is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law. If you need assistance or an accommodation during the application process because of a disability, it is available upon request. The company is pleased to provide such assistance, and no applicant will be penalized as a result of such a request. Mars is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law. If you need assistance or an accommodation during the application process because of a disability, it is available upon request. The company is pleased to provide such assistance, and no applicant will be penalized as a result of such a request.

A well-established financial services firm is looking for a personable and driven Helpdesk Analyst to join its expanding team based in Mayfair. This company embrace flexibility and the chosen candidate will be able to work on a hybrid basis following an initial training period. As the IT Support Analyst, you will act as the first point of contact for all technical issues. You will work as an integral part of a team of engineers to deliver a centralised 1st/2nd support service for all system issues and be responsible for providing frontline support to both users and employees across the business. This role involves taking incoming calls, managing requests, resolving or escalating incidents when necessary and therefore excellent communication skills are a key requirement. In order to be suitable for this position you will ideally possess a relevant IT qualification and have some proven technical experience assisting Microsoft Windows, Office 365, Azure and Active Directory. You will have some troubleshooting knowledge with regards to both hardware and software and have the practical ability to take ownership of technical incidents. This is an excellent opportunity for a dynamic 1st Line IT Support Analyst to join a progressive and dynamic business.

Corporate: Light & Wonder’s corporate team is comprised of incredible talent that works across the enterprise, defying boundaries to provide essential services in an extraordinary manner to ensure the success of the organization and the well-being of employees. Position Summary Working within the IT team and closely with other business units you will provide front-line primary technical support to end users on various technical issues and problems relating to hardware, software and peripherals. This includes actively resolving escalated end-user help requests within established SLAs. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level. Essential Job Functions Provide 1st / 2nd / 3rd level remote or face to face IT support services for the Group, acting as an interface between the IT department and user community End-User IT Support for workplaces including Windows/Unix/Mac desktops/laptops, printers, IP Phones, smartphones etc. Installation, routine maintenance and management of end-user computing devices (desktop, laptop, smartphone and tablet devices); this includes imaging and keeping them up-to-date with management tools Fulfil User Account Management requests Management of local communication and collaboration channels (PBX, Fixed & Data Lines, VoIP, A/V Equipment etc.) PBX & IP Telephony end–user support: Create new extension numbers, configure IP phone devices, configure softphones etc. Maintain the proper operation of Training / Meeting rooms Liaising with System & Network Administrators for the management & maintenance of LnW Chiswick Office infrastructure including Servers, Network, Storage & Data Center facility. Maintain the asset database and hardware inventory for Chiswick Office; Manage stock of IT Equipment and maintain Lifecyle Management Perform the IT Induction to newcomers Efficient implementation of changes to services, technologies and processes (IT Projects / IT Tasks) Preparation and maintenance of technical procedural documents and FAQ's for both IT staff and user community Follow up IT Service Management procedures such as Incident Management, Problem Management, Knowledge Management, Configuration Management, Change Management Experience supporting Executive Stakeholders All other duties as assigned. Qualifications System Administration / Service Desk experience. Technical/Computing undergraduate degree and/or Certifications in technology fields (e.g. Microsoft) will be considered a plus Knowledge, Skills, and Abilities: Strong knowledge and experience of operating system administration (Windows OS / Ubuntu / Mac OS) Strong Knowledge of PC hardware Strong knowledge and experience with most aspects of fundamental networking/distributed computing environment concepts (DNS, DHCP, Active Directory & Domain Architecture, Network topologies, TCP/IP networks, VPN connections) Good Knowledge of Group policy, Puppet as configuration management tools and Encryption Strong Knowledge of Microsoft O365 platform and CISCO VC solutions will be considered a plus Possession of excellent oral and written communication skills, including fluency in oral and written English. Problem solving and analytical skills Customer service orientation Focus on delivery and high tolerance in working under pressure Light & Wonder are an Equal Opportunity Employer and encourage applications from all walks of life regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships. If you are invited to an interview, please let us know if there are any reasonable adjustments, we can make to the recruitment process that will enable you to perform to the best of your ability.

Location: London, Greater London Sector: Real Estate Tech & IT, Business Services & IT Job type: Permanent Salary: £35,000 - £39,000 per annum Job ref: JN -112023-80815_1699539780 Published: 09 November 2023 Expiry date: 08 January 2024 IT Service Desk Analyst London £35,000 - £39,000 Company Overview Cobalt once again is partnering with a leading commercial Real Estate Business. With a nationwide focus, they provide innovative solutions for their clients and pride themselves on committing to excellence. As part of their journey, they are seeking a talented IT Service Desk analyst to join their dynamic IT Function. Role Responsibilities Act as the first point of contact for all IT-related issues and service requests. Troubleshoot and resolve hardware and software problems in a timely and efficient manner. Demonstrate expertise in supporting Windows 10 operating systems and Office 365 applications. Log and categorise incidents and service requests in the IT service management system. Assist end-users with technical issues, including hardware and software problems, connectivity, and system access. Maintain accurate and up-to-date documentation for troubleshooting procedures, FAQs, and knowledge base articles. Role Requirements Proven experience as an IT Service Desk Analyst or similar role. Strong background in supporting Windows 10 and Office 365. Familiarity of ITIL, and ITIL best practices within an IT operations environment. Strong customer service orientation with a commitment to delivering a positive user experience. Excellent written and verbal communication skills. Ability to communicate technical information to non-technical users. If you are an IT professional and are seeking a new opportunity with an ever growing business then please do apply with a copy of your most recent CV!

Slater and Gordon are a leading consumer law firm which provides a broad range of specialist legal and complementary services. We are undergoing a huge transformation across all areas of the business, with a focus on people and technology, and our mission is to give people easier access to our world class legal services. We have an exciting opportunity for a Desktop Support Analyst to join us here at S&G, the IT department manages all technology in the business, including infrastructure, software and hardware. The team plays a key role in driving technological improvements across the business and ensuring that the business remains at the forefront of using technology to enhance the businesses services and products. The deskside team offers primarily hardware-based support to users across the country, however there is some flexibility required to handle software issues. Responsibilities to include. Deliver excellent customer and technology services as part of the Desktop Support team, providing on-site hardware/software support (and remote where necessary) to staff across the business in an efficient and friendly manner Handle escalated Service Desk incidents & requests, seeing them through to resolution or escalating to internal/3rd party teams as appropriate, whilst ensuring ticket quality is of a high standard Imaging/provisioning of new and replacement devices to staff in adherence with the laptop justification process Providing support for IT hardware across the business, including laptops, printers, displays and peripherals Administration of the Asset Register, ensuring key assets are assigned correctly whilst performing general housekeeping to ensure our stock is reflected accurately Supporting the New Starter/Leaver process by ensuring equipment is received/returned correctly in a timely manner and liaising with our 3rd party couriers when required Managing & closing tickets via documented processes, to assist the service manager in conducting drill down analysis. About You: Excellent communication skills Great customer service skills and the ability to deal with difficult situations Good base level of general IT knowledge is desirable Excellent Time/Task management skills The ability to solve problems in a timely manner Strong organisational ability Confident resolving Incidents and Service Requests Be able to manage a varied and unpredictable workload What we offer in return: Please note this is a full time office based role. Alongside competitive salary and benefits package including 25 days holiday allowance plus the option to purchase an extra 5 days, pension scheme, health cash plan, life assurance and income protection insurance. The opportunity to develop a rewarding and successful career with an award- winning law firm.

Type Permanent - Full Time Location London Job Role Information Technology About Withersworldwide A law firm focused on people and collaboration. For the past 125 years, Withers has supported some of the world's most remarkable people and organisations at defining moments in their lives. We are the only international law firm focused on successful individuals and private capital, working closely with founders, investors and family offices. We also advise governments, charities, global brands and start-ups of all shapes and sizes. Many of our clients are shaping the future and creating solutions to tackle many of the world's problems. It makes for a fascinating and challenging practice. Our role is to get to know each individual client, find out where they want to be, and help them to get there – whether they are building a business, looking after their family, involved in a complex dispute or protecting their finances for the future. To meet their unique needs we are exceptionally collaborative, working together across teams and time zones. We are agile, focusing on strategy rather than rigid ideas and traditional hierarchy. It is a truly flexible working culture that puts people first. Join us to be part of a team that is always looking to the future. Where initiative, big ideas and bold moves are always encouraged. Where you can truly be yourself. What are we looking for? We are looking for an experienced technical systems analyst who has strong messaging expertise to support the firms communications platforms. The position will primarily be involved in the day-to-day operation of the firms messaging systems. The person must also be able to perform generalist administration across the firms systems and work with 3rd party vendors for troubleshooting when required. The ideal candidate must be passionate about technology, solution driven and enjoy collaborating as part of a larger team. The candidate must have strong expertise across a wide array of Infrastructure platforms, specialising as a subject matter expert in a number of these. The role will include operational support and maintenance, as well as project related work streams. The candidate will need to be comfortable taking on this mixture of responsibilities, which will vary between design, implementation and operational tasks. The candidate should be comfortable raising risks, recommending improvements, contributing to strategy, building mandates and architecting new solutions aligned to our overall Infrastructure strategy. They will be taking a technical lead on work steams and must have the interpersonal skills required to engage with technical and non-technical stake holders. The candidate needs to be a technologist with a genuine passion and enthusiasm for what they do. A high level of personal organisation and professionalism is required, together with a proactive attitude and an ability to work under pressure to tight deadlines. The candidate must be able to manage their own day to day workload, advising the Global IT Infrastructure Manager as to risks and recommendations. The individual will work in our London office as part of the Global Systems Team. The Global Systems Team is located in London and is responsible for supporting and maintaining the firm's technology across geographical regions. The Global Systems Team is split into six functional but collaborative groups – Infrastructure, Applications, Development, Solution Architecture, Testing and Change and Release. The infrastructure team are responsible for supporting the firm's global Infrastructure platforms and services, including but not limited to Windows Server operating systems, Active Directory Services, messaging, Co-Lo, virtualisation, compute, storage, backup, networking, cloud, Microsoft 365, unified communications and security. This is a global role with responsibilities across Europe, Asia-pacific and the United States. The role will require international travel to our regional offices and datacentres as projects demand. The priority for all IT activity is to maintain the highest levels of stability and reliability in the services delivered. This role requires experience of working in a medium to large multi-site professional services organisation. Strong written and verbal communication skills are required with the ability to work with a wide range of people including vendors, project managers, technologists, legal staff, partners, secretaries and other support staff. A very high level of personal organisation and professionalism is required, together with a 'can-do' attitude and an ability to work to tight deadlines and under pressure. The candidate must be able to manage their own day to day workload as well as long term initiatives. This person must inspire a positive work environment and help champion quality, innovation, teamwork, and service to the business. Technical experience required 3-5 years in a technical support role or messaging SME Industry recognised technical qualifications or degree educated Unified Communications / Messaging / Collaboration technical background Expert knowledge in Office 365 (Exchange, Teams, Intune), Mimecast, MDM platforms and mobile computing technologies and devices Strong practical understanding of IT security, patching, compliance and best practices. Good knowledge of Virtual technologies such as VMware and storage solutions Ability to support backend platforms such as Windows-based Servers and appliances Experience architecting and implementing technical solutions. Proven 3rd line troubleshooting skills and the ability to manage a call queue proactively Excellent customer service Experience of working in a ITIL-based support environment and with Help Desk systems such as TopDesk Areas of focus and responsibilities Identifying, documenting and undertaking maintenance and administration processes on systems infrastructure globally, with particular emphasis messaging systems Be a technical resource for projects run by the Project Management Office. Produce and maintain technical documentation and articles for the knowledge base. Progress projects and tasks on time and to budget Monitor the team queue in the Help Desk call-logging system to ensure incidents, service requests and problems are managed in a timely manner 3rd line support of all systems, ensuring that the highest levels of stability and reliability are maintained Correctly diagnose software and hardware faults and liaise with 3rd party engineers where needed. Incidents should be actioned within agreed timescales and monitored to resolution Provide technical assistance and know-how to the test and release process. Working closely with wider System team and 3rd party vendors Identify, document and undertake maintenance and administration processes on systems globally, with particular emphasis on messaging and unified communications technology Maintain technical leadership in assigned technologies, and ensure that responsibilities for key technologies are appropriately allocated and understood by colleagues Develop, present and implement proposals to improve systems and infrastructure Working with the manager, ensure that support contracts are in place for all systems and appropriate support, backup and capacity procedures are in place and documented Assist with infrastructure / server support and patching Identify major support incidents and liaise with support teams, following the Major Incident process. Inform the Manager and IT Management of any escalating support issues in order that they may be resolved within reasonable time scales Establish and maintain contact with colleagues in all offices to ensure that a consistent approach is being adopted across the firm Continually maintain and expand strong working knowledge of current Firm-supported and future technologies to provide technically accurate solutions to end-users Actively knowledge share and work with service desk staff to empower 1/2nd line Creating scripts / tools / app's to improve support processes Ensure that the housekeeping and administration of systems are carried out in accordance with the firm's policies and procedures Adhere fully to the Change and Release management processes Adhere fully to the Problem management process and to the investigation of the root cause of outages Ensure security is maintained in line with the Firm’s security standards Contribute to the IT Risk register to identify and manage operational risks and work to eliminate areas of vulnerability Occasional assistance with cover for the EU/Asia IT Help Desk and US IT Help Desk telephones The Essentials 9.30am to 5.30pm core hours but flexibility is a must 8am to 4pm early shift is in place. It rotates every 4-5 weeks 24/7 on call rota is in place. It rotates every 4-5 weeks Agile working environment split between the London office and home You must have a home office area and suitable equipment to work comfortably and efficiently 12 weeks' probation period 12 weeks’ notice period Flexible benefits package including pension, private medical, season ticket loan, subsidised gym memberships, lifestyle discount scheme, on site cafà plus more Information for Recruitment Agencies Withersworldwide endeavours to recruit and fill vacancies directly. However, when we do need to engage with agencies, Withersworldwide operates a preferred supplier list and will not be accepting unsolicited applications from non-PSL agencies for this role. Equal Opportunities Employment Statement It is the policy of Withersworldwide to provide equal opportunities for all employees in relation to recruitment, training and promotion. Decisions in these areas will be made only by reference to the requirements of the job and shall not be influenced by any consideration of age, disability, gender reassignment, marriage or civil partnership, pregnancy or maternity, race (including colour, nationality and ethnic and national origin), religion or belief, sex or sexual orientation.

Looking for your next opportunity within IT? Do you have experience of working in a technical Cyber Security Team? If so, it would be great to hear from you We are looking for someone who can assist with IT Security development and improvement processes, security implementation, monitoring, maintaining and coordinating GTR information, risk evaluation & assessment, Cyber incident response management, Vulnerability management, security support, data security awareness activities related to governance, requirement and compliance, Project planning and Management. Do you have:- Excellent communication skills with the ability to build relationship with stakeholders Ability to explain and present Technical Cyber Security concepts to a non-technical audience. Good knowledge of infrastructure systems security architecture, implementation and configuration. Previous experience working in a technical Cyber Security Team. If yes to the above, why not submit your application. We offer a competitive package please see benefits below:- Free Travel on all GTR services (on Southern, Gatwick Express, Thameslink & Great Northern) and South Eastern services. If applicable spouse and dependants can use these services for leisure & education travel only 75% discount on other UK train Services PTAC card –75% discount on London underground services Final Salary pension scheme 25 days annual Leave and Bank Holidays Private Medical Scheme Can Purchase additional annual leave and dental care Full JD attached.