Reporting to the Service Desk Manager, the Service Desk Analyst will play a key role in S-RM’s Technology team by acting as the first point of contact for S-RM’s global IT Service Desk for incoming phone calls, staff visits and support tickets.

 

WHO WE ARE

S-RM is a global intelligence and cyber security consultancy. Since 2005, we’ve helped companies, governments and private individuals solve some of their most complex challenges.

We’ve been able to do this because of our outstanding people. We’re committed to developing bright, curious, enthusiastic people who want to think critically, solve complex problems, and achieve success.

But we also know that work isn’t everything. It’s about the lives and careers it helps us build. We’re immensely proud of this culture and we invest in our people’s wellbeing, learning, and ideas every day.

We’re excited you’re thinking about joining us.

THE ROLE

  • Act as the first of point contact for the IT Service Desk for incoming telephone calls, tickets and in-person requests relating to software, end-user devices, peripherals and office videoconferencing equipment
  • Triage and prioritise support requests in a timely manner and take action to troubleshoot or escalate to other members of the team in accordance with procedures and Service Level Agreements
  • Administer the company Azure Active Directory account, including joiners/movers/leavers processes and Microsoft 365/Exchange requests such as groups, mailboxes and SharePoint permissions
  • Contribute to service desk automation activities and technology initiatives within the team
  • Brief staff on upcoming technology changes

The role will be based in our London office, however we have hybrid working arrangements available.

WHAT WE ARE LOOKING FOR

We think candidates with the following qualifications and experience are likely to succeed at S-RM.

That said, if you don’t think you meet all of the criteria below but still are interested in the job, please apply. Nobody checks every box—we’re looking for candidates that are particularly strong in a few areas, and have some interest and capabilities in others.

We nurture a culture of equality, diversity and inclusion and we are dedicated to developing a workforce that displays a variety of talents, experiences and perspectives.

 

The qualifications and experience required to perform this role successfully are:

  • Previous experience of administering Microsoft 365 services, Azure Active Directory, SharePoint, Microsoft Endpoint Manager (InTune)
  • Understanding of Microsoft Active Directory and GPOs
  • Experience in a customer service or support role

 

Desirable skills and experience:

  • A basic understanding of networking principles
  • Knowledge or interest in information security

 

The individual will need to have the following key personal skills and attributes to perform successfully in this role:

  • A strong communicator, comfortable speaking to individuals of varying seniority across the business
  • Ability to analyse and solve problems
  • Self-motivated to learn new skills and driven to succeed
  • Well organised and flexible enough to adapt plans and prioritise workload accordingly
  • Excellent customer service ethos and the ability to explain technical concepts in simple terms
  • A proactive approach and a willingness to work outside the job specification when required

 

Candidates must have permission to work in the UK by the start of their employment

OUR BENEFITS

We offer thoughtful, balanced rewards and support to help our people do their best work and live their lives outside it, including:

 

  • 25 days holiday per year in addition to bank holidays (+1 day for every day of service up to a maximum of 30 days).
  • Parental Support:
    • Fertility treatment leave – 5 days of leave per cycle of treatment per year;
    • Maternity leave – 26 weeks of full pay followed by 13 weeks of half pay;
    • Paternity leave – 6 weeks of full pay.
  • Various Health and Medical Benefits:
    • Private dental and medical insurance (taxable benefit);
    • Virtual GP for you and your family members that live in the same household;
    • Gym discounts for you and your partner;
    • EAP programme for you and your immediate family;
    • Free access to the world-famous mindfulness app Headspace;
  • Financial education – free 1-2-1 consultations and mortgage clinics.

THE APPLICATION PROCESS

We want to get to know you, and for you to get to know us, to see if we’d be a good fit.  We are responsive and respectful of people’s time throughout our hiring process.

A typical application process includes:

  1. Initial screening of your application by our recruiting team.
  2. An interview to assess your baseline technical skills.
  3. An interview to discuss your previous experience, broader competencies, and suitability for the role.

The easiest way to get your details to us is to send a CV and Cover Letter to Recruitment@s-rminform.com.

 

S-RM nurtures a culture of equality, diversity and inclusion and we are dedicated to developing a workforce that displays a variety of talents, experiences and perspectives.