IT Service Desk Engineer
Description
Welcome to Moneycorp
Moneycorp powers global payments for corporates, institutions and high net worth individuals, combining worldwide reach with local expertise. With over 45 years of market experience, two banking licences and offices in 11 countries, our technology delivers 24/7 accessibility, while our people deliver award-winning service. In 2024, we supported £79bn+ of international payments, reaching 190 countries in 130 currencies. Our 32k+ corporate clients benefit from our regulatory resilience with 63+ permissions globally, access to major payment rails, and proprietary technology.
Moneycorp is a place where energy, commitment to our shared success, and collaboration are core to our values. We’re restless in our drive to surpass the expectations of our customers and unlock opportunities to support them at every stage of their journey. The foundation of our success is our people, and nurturing a culture of belonging for all our colleagues is central to our journey as a global business.
Your Next Challenge
The IT Service Desk Engineer role presents an exciting opportunity for individuals embarking on their careers in Technology. This role provides IT support to staff throughout the global Moneycorp business, delivering a high level of customer experience for all IT issues and requests staff may have. The role encompasses providing technical support and solutions, troubleshooting hardware and software issues, locally and remotely, identity and access management, auditing and actively engaging in user training. With a strong emphasis on continuous learning and self-development, this role will aid development of foundational skills in desktop support, incident management, and knowledge management. This dynamic and varied role provides a supportive environment to cultivate expertise and contribute to the organization's success.
Please note: Our IT service desk provides 24-hour support and candidates must therefore be comfortable rotating on a weekly basis across the following 3 shifts: 07:30 – 16:30 / 08:30 – 17:30 / 23:40 – 08:00. You will be required to work on the night shift maximum once every 3 weeks.
Please note: Our IT service desk provides 24-hour support and candidates must therefore be comfortable rotating on a weekly basis across the following 3 shifts: 07:30 – 16:30 / 08:30 – 17:30 / 23:40 – 08:00. You will be required to work on the night shift maximum once every 3 weeks.
Key Responsibilities:
End-User Support:
- Be the first point of contact for end-users, delivering friendly and responsive customer service.
- Provide support for desktops, laptops, mobile devices, software and applications, escalating complex issues as needed.
- Support end-users with a consistent level of customer service with a can-do attitude.
Incident and Problem Management:
- Log, prioritise, and resolve service requests and incidents in adherence to SLAs with precise and detailed information.
- Perform in-depth analysis to identify root causes of recurring issues and implement permanent solutions.
- Keep tickets updated to reflect progress; ensuring clear expectations regarding resolution are set. Keep end users informed; regularly chase for updates or approvals.
Joiner, Mover, Leaver Management:
- Take ownership of IT onboarding for assigned new starters and ensure smooth and timely provision of IT access
- Ensure access removal for assigned users who are offboarded within agreed timeframes to meet policy and audit requirements
Request Management:
- Maintain the Service Desk ticketing queue to provide immediate assistance and quickly categorise requests and incidents.
- Provide approved permissions to end-users based upon requests logged on systems including M365, banking and internal applications.
- Provide solutions to technical challenges raised – Delivering on the “How do I…”.
- Encourage end users to raise requests via the support portal and existing service catalogue items to ensure correct approvers and workflows are followed.
- Diagnose and resolve hardware and software issues on desktops, laptops, printers, and mobile devices.
- Assist users with password resets, account lockouts, and access-related problems.
- Tackle technical challenges related to infrastructure components, networking, and desktop support.
Monitoring of Systems:
- Monitor key systems and raise incidents when abnormalities or service issues are detected.
User Training and Documentation:
- Provide user training on software applications and IT best practices, ensuring end user proficiency.
- Contribute to documentation efforts, maintaining up-to-date Standard Operational Procedures (SOPs), guides for troubleshooting and user training.
Collaboration and Knowledge Sharing:
- Collaborate with cross-functional IT teams to escalate and resolve complex technical problems.
- Share technical knowledge and insights with team members to enhance collective expertise.
Audit tasks:
- Progress audit tasks in a timely manner, ensuring data accuracy and consistency across all systems.
- Action all automatic tickets or raise awareness for any tickets triggered that are redundant or require information on how to progress.
What We're Looking For:
Knowledge and Experience:
- Understanding of business priorities: ability to accurately evaluate relative impact/urgency of issues and requests.
- Experience in a customer facing role such as retail, hospitality or part time work that demonstrates strong work ethic, reliability and a get up and go attitude.
- A strong desire to build a career in IT, with evidence of interest such as personal study, online courses, self-led learning or existing experience.
- Awareness of Windows, macOS, basic networking concepts and fundamental cloud concepts.
- Understanding of the importance of customer service in a busy support environment.
Skills:
- Knowledge of Windows 11 and confidence in basic troubleshooting.
- Ability to support IOS devices, familiarity with MDM tools is an advantage.
- Awareness of device management tools such as Intune and endpoint security concepts.
- Strong organisational skills.
- Excellent decision making and problem-solving skills.
- Excellent communication skills with the ability to speak clearly to non-technical users.
- Flexibility to work in a fast paced environment.
- A can-do attitude with willingness to go the extra mile when required.
- Process driven approach and ability to follow and improve procedures.
- Ability to work both autonomously and as part of a team.
- Continuous learning mindset with interest in developing technical knowledge.
- Strong time management skills with the ability to prioritise multiple tickets effectively.
Desirable Skills:
- Knowledge of IT security best practices
- Basic scripting knowledge.
- Understanding of Power Automate (Automation).
- Awareness of Power BI for reporting.
- Familiarity with virtual desktop technologies.
Personal Attributes:
- Strong analytical and problem-solving skills.
- Detail-oriented with a commitment to delivering high-quality solutions.
- Ability to work independently and collaboratively within a team.
- Adaptability to a dynamic and fast-paced work environment.
- Positive, eager to learn and willingness to involve yourself in everything.
- Flexibility to work night shifts on rotation and ability to manage the disruption associated with overnight working.
Education:
- Bachelor’s degree in information technology, Computer Science, or related field (or equivalent work experience).
Please note: This is a full-time, permanent position based onsite in either our Coventry or London office. Our IT service desk provides 24-hour support and candidates must therefore be comfortable rotating on a weekly basis across the following 3 shifts: 07:30 – 16:30 / 08:30 – 17:30 / 23:40 – 08:00. You will be required to work on the night shift maximum once every 3 weeks.
Interested?
If the role sounds like you, we invite you to upload a copy of your CV and can do this by clicking on the Apply Now button
Fostering a culture of belonging and inclusivity
We're committed to creating a workplace where every individual feels valued, respected, and included. As an Equal Opportunity Employer, we actively cultivate an inclusive culture where diversity thrives, and we empower our colleagues to drive meaningful change within our organisation through initiatives like our DE&I focus groups and value champion network.
Like many of our peers, we recognise that fostering inclusivity is an ongoing journey, and we remain steadfast in our commitment to progress. By measuring our efforts through regular assessments and listening to the feedback of our employees, we strive to ensure that our initiatives are impactful and responsive to the evolving needs of our workforce.
Together, we want to build a workplace where everyone can bring their authentic selves to work, as we believe this is the foundation of innovation, creativity, and collective success.