The opportunity

Joining us in the Service Desk Analyst poisition offers the opportunity to work in a dynamic and fast-paced environment, solving complex technical issues that directly impact the business. You'll gain exposure to cutting-edge financial technology while providing essential support across departments, helping improve operational efficiency. With growth opportunities and a collaborative team culture, it's an ideal role for those looking to develop their IT skills and make a real difference in a rapidly evolving company.

What you’ll be doing

• Provide 1st/2nd line support to end-users by resolving service requests and incidents, managing tickets through resolution.
• Log, categorise, and prioritise incidents and requests via ticketing system, IM, email, phone or in person, reviewing and escalating issues as needed.
• Remotely and in person, troubleshoot and resolve hardware, software, network connectivity and user access issues.
• Provide support and administration for MacOS, Windows 11, Entra ID, Office 365 including SharePoint, and various SaaS platforms (e.g. HubSpot,Monday.com, Lucid).
• Provide support for the installation and maintenance of meeting room equipment, desk setups, printers, networking, and other IT devices.
• Assist with User Onboarding and Offboarding including configuring laptops, creating and configuring user accounts, hosting inductions.
• Manage IT asset records, handle equipment ordering and delivery, and monitor inventory levels.
• Maintain and update documentation and the knowledge base with troubleshooting steps, resolutions, and FAQs.
• Provide exceptional customer service by delivering prompt and effective support with regular updates to ensure a positive experience for end-users.

What we're looking for in you

• Minimum 2 years’ experience working in a 2nd line support role.
• Prior experience of supporting Mac OS.
• You are Independent, self-motivated with an ability to adapt and be flexible.
• You’re comfortable working in a team that deals with a wide range of technical issues, ie third party tooling, outlook issues, SharePoint set up)
• You're passionate about helping people as well as creating an inclusive support environment.
• You possess strong critical thinking skills.You have excellent written and verbal communication skills.
• You can take ownership of problems and work autonomously to ensure resolution.
• A relevant certification would be beneficial (ie ITIL, COMPTIA, Microsoft)
• Fintech experience would be beneficial.
• A desire to grow with the company is essential.

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