Service Desk Analyst / Manager

Service Desk Analyst / Manager Seeking a highly proactive, responsive, and autonomous Service Desk engineer dedicated to supporting our team, taking full ownership, and safeguarding a fast paced regulated environment. We usually respond within two weeks Whether you're an experienced analyst or a hands-on manager, we welcome your application! Impact and Responsibilities: End-User Support: Provide timely troubleshooting for hardware and software issues ensuing our ticket system is maintained and workload is prioritised. OS & Hardware: Deliver remote and hands on support for both macOS and Windows environments; set up, maintain, and order laptops and peripherals. Lifecycle Management: Seamlessly handle the IT setup for New Starters and offboarding for Leavers, requiring regular travel to our offices to setup or collect equipment. SaaS Administration: Manage Microsoft 365 (SharePoint & OneDrive) and administer applications like Slack, Lucid, and other SaaS platforms. Security & SRE Collaboration: Partner with the InfoSec team to deliver security enhancements and embed with the SRE team as part of the incident response function. What we're looking for in you Hands on experience in a service desk or IT support role. Fintech experience is a strong plus! Comfortable troubleshooting a wide range of issues, from Microsoft 365 (Outlook, SharePoint) to third-party SaaS tooling. Strong critical thinking skills with the ability to take full ownership of problems and work independently to resolve them. Independent, self-motivated, flexible, and ready to adapt to a fast-paced environment. A relevant IT certification (e.g., ITIL, CompTIA, or Microsoft) is highly beneficial. Our Promise: Shieldpay is an equal opportunities employer. For Shieldpay building a fair and transparent workforce begins with the recruitment process that does not discriminate on the grounds of gender, sexual orientation, pregnancy or maternity, gender reassignment, race, colour, nationality, ethnic or national origin, religion or belief, disability or age. We offer flexible working options, such as flexible hours and hybrid work, to support our employees' work-life balance. Team Technology Locations London Remote status Hybrid Employment type Full-time Employment level First /Mid-Level Officials Workplace & culture Our team is filled with ambitious, curious and entrepreneurial people. We hire and nurture inquisitive, creative minds looking to flourish in a supportive and collaborative environment, recognised by being placed within the top 100 startups to work for in 2022 by Tempo and Flexa certified in 2023 We don’t like old fashioned corporate hierarchy. Instead we like to empower our people to make a change and be autonomous in their role with all the support you need with the other teams around you. About Shieldpay Shieldpay Limited: Regulated by the Financial Conduct Authority under the Payment Services Regulations 2017 (Reference number 770210) as an authorised payments institution. Shieldpay is a company providing simple and transparent payment solutions across the legal, financial, and professional services industries. The firm offers Third-Party Managed Accounts, Escrow facilities and payment agent services. Shieldpay Trust Services Limited: Registered with HMRC as a trust service provider (Reference XKML00000214627) and provides the services as a corporate trustee to the beneficiaries of the trust, established by deed, in connection with escrow transactions. Registered Address for our Group Companies is 3rd Floor, 1 Ashley Road, Altrincham, Cheshire, WA14 2DT. Founded in 2016 Co-workers 78