IT Service Desk Engineer

Description

Welcome to Moneycorp

We’re delighted you’re interested in being a part of Moneycorp.

In the last decade, Moneycorp has transformed from a largely domestic, consumer-focused provider of foreign exchange to an end-to-end global payments’ ecosystem.

With two banking licenses and operations across the entire value chain of the international payments and foreign exchange sectors, we enable businesses, institutions, and individuals to thrive beyond borders.

We help our clients realise their growth ambitions by providing them with worldwide reach, relentless regulatory excellence, and tailored, relevant solutions that resiliently optimise their financial operations.

We’re fervent about pursuing our goals, making substantial contributions to the payments industry, and consistently offering unwavering support to our clients at every stage of their journey.

Moneycorp is a place where energy, commitment to our shared success and collaboration are core to our DNA.We’re restless in our drive to surpass the expectations of our clients 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 of our colleagues is central to our journey as a global business.

Find out more about Moneycorp’s offering, global footprint and capabilities here: About Us | moneycorp

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 organisation\’s success.

Key Responsibilities

End-User Support

• Be the first point of contact for end-user’s, delivering friendly and responsive customer service.
• Provide support for desktops, laptops, and mobile devices, 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 expectation regarding resolution are set. Keep end users informed; regularly chase for updates or approvals.

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.

Technical Troubleshooting

• 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.

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

Person Specification

Knowledge and Experience:

• Knowledge of IT Service Management life cycle; ITIL experience.
• Business knowledge – Understanding of business priorities – ability to accurately evaluate relative impact/urgency of issues and requests.
• Proven experience in end-user support and computing environments in an international multi-site business.
• At least two years in an IT Support Role.

Skills:

• Strong knowledge of Windows 11 and proficiency in troubleshooting issues.
• Proficiency in supporting IOS devices both locally and with an MDM tool.
• Experience with device management tools (Intune) and endpoint security solutions.
• Strong organisational skills.
• Excellent decision making and problem-solving skills.
• Excellent communication skills – ability to engage with, and inspire confidence in, stakeholders through clear and easily understood communications.
• Flexible and able to work in a high-pressure environment.
• Process-driven – ability to implement new processes or amend existing ones if required.
• Proven ability to work autonomously and as part of a team.
• Maintaining a working knowledge of the latest technological advances and challenges.
• Extremely comfortable with Cloud providers – Microsoft M365, Azure.
• Experience with M365, cloud infrastructure and networking.
• Experience around automation.
• Strong PowerShell experience.
• Experience with M365 service maintenance.
• Experience with leading projects.

• Knowledge on basic network troubleshooting (e.g. Wi-Fi, VPN and connectivity).
• Time Management skills – ability to prioritise and handle multiple support tickets effectively.

Desirable Skills

• Expertise in cloud network security
• Security Vulnerability Assessment
• Knowledge of scripting languages.
• Knowledge of Power Automate (Automation)
• Knowledge of PowerBi (M365 Reporting)
• Familiarity with virtual desktop infrastructure (VDI) technologies is a plus.

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.

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 to work with our IT Operations based in our London office with an opportunity to work hybrid.

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.

Connect with us

For company news, announcements and market insights, visit our News Hub .

You can also find Moneycorp on Facebook , Twitter UK , Twitter Americas , Instagram , LinkedIn , where you can discover how we are leading the way in global payments and currency risk management.

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