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A successful and growing business based in Wimbledon is seeking an IT Support Analyst (1st–2nd Line) to join its internal IT team. This is a permanent, full-time role with a hybrid working pattern of four days per week in the office during probation, reducing to three days thereafter. Supporting around 50 users, the position is ideal for an IT professional with at least 2 years’ experience in a service desk or IT support environment, looking to develop their skills in a structured and supportive team. Candidates should be within a reasonable commuting distance of Wimbledon. Working within a small IT function, you will provide responsive day-to-day support while helping to maintain a stable and secure IT environment. The role combines user support, basic systems administration, and user lifecycle management, with a strong emphasis on service quality and ITIL-aligned processes. Key responsibilities will include: • Providing 1st and 2nd line support for Windows 10/11 users, resolving hardware, software, and access issues, • Logging, managing, and updating incidents and service requests via the IT Service Management system, • Administering Active Directory, including user and group management and access control, • Managing joiners, movers, and leavers in line with defined processes, • Supporting Microsoft 365 services including Exchange Online, Teams, and SharePoint, • Assisting with desktop and laptop builds using imaging tools such as SCCM/Endpoint Configuration Manager, • Maintaining accurate IT asset records and supporting asset management processes, • Supporting Remote Desktop Services and general connectivity issues, • Creating and updating IT documentation and user guides to support self-service, • Working within ITIL frameworks for incident, request, and change management You will be a confident communicator with a strong customer focus, able to prioritise workload and support users with varying levels of technical ability. This is an excellent opportunity to join a collaborative IT team, gain broad technical exposure, and contribute to improving IT services across the business. The salary on offer is up to £35,000 per annum, dependent on experience.

IT Support Engineer – 2nd Line (Service Desk) An exciting opportunity for a 2nd Line IT Support Engineer to provide technical support, troubleshooting and cloud-based solutions across Microsoft environments within a fast-paced MSP setting. If you’ve also worked in the following roles, we’d also like to hear from you: IT Support Technician, Service Desk Engineer, Technical Support Engineer, IT Helpdesk Analyst SALARY: £34,000 to £38,000 per annum (DOE) + Benefits LOCATION: Hybrid Working (3 Days in the City of London Office (EC1N) and 2 Days Work from Home) JOB TYPE: Full-Time, Permanent WORKING HOURS: 35 Hours per Week, Monday to Friday Career Progression Opportunities JOB OVERVIEW We have a fantastic new job opportunity for a 2nd Line IT Support Engineer to join a collaborative organisation delivering IT support, cloud computing and managed services solutions. As a 2nd Line IT Support Engineer you will provide advanced technical support across Microsoft 365, Azure, networking and infrastructure environments, resolving escalated service desk issues. Working as a 2nd Line IT Support Engineer you will take ownership of incidents, ensuring timely resolutions in line with SLAs while delivering excellent customer service and clear communication. This role offers strong career progression, ongoing training and exposure to modern technologies within a supportive and fast-paced MSP environment. DUTIES Your duties as the 2nd Line IT Support Engineer include: • Provide Advanced Support: Resolve escalated incidents and service requests from 1st Line teams, • Troubleshoot Systems: Diagnose and resolve issues across Microsoft Azure, Microsoft 365, AVD and networking environments, • Manage Incidents: Take ownership of support tickets through to resolution in line with SLAs, • Communicate with Customers: Deliver clear updates and technical guidance to users and stakeholders, • Escalate when Required: Work with senior engineers, providing detailed diagnostics and analysis, • Maintain Documentation: Accurately update ITSM systems and contribute to knowledge sharing, • Support Service Desk: Assist with ticket triage and inbound calls during peak periods CANDIDATE REQUIREMENTS • Previous experience in an MSP environment within IT support or service desk roles, • Strong knowledge of Microsoft 365 including Outlook, OneDrive, SharePoint and Teams, • Experience supporting Windows 11 and Mac OS, • Experience with Windows Server, Active Directory, DNS and Event Viewer, • Proven experience of troubleshooting networking and infrastructure issues, • Experience managing user accounts, Azure AD and MFA configuration, • Exposure to Conditional Access and cybersecurity best practices, • Excellent customer service and communication skills with a strong telephone manner, • Ability to prioritise workload, work under pressure and meet deadlines, • Relevant Microsoft certifications including AZ-900, MS-900, SC-900 and MS-102 BENEFITS • Learning and development opportunities including Microsoft certifications, • Career progression opportunities, • 21 days holiday (increasing after 3 years of service) plus public holidays, • Birthday day off, • Private healthcare after probation, • 40% off gym membership, • Pension scheme from day one, • Cycle to work scheme, • Eyecare vouchers, • Social events and team activities, • Electric car scheme after 2 years of service, • Recruitment referral scheme APPLY TODAY… By submitting your job application to us you are hereby giving us your express consent to submit your details to our Client for this purpose. JOB REF: AWDO-P14647 Full-Time, Permanent Jobs, Careers and Vacancies. Find a new job and work in London. Multi-Job Board Advertising and CV Sourcing Recruitment Services provided by AWD online. AWD online specialise in sourcing candidates and advertising vacancies on multiple job boards for companies on a non-commission basis. AWD online operates as an employment agency. AWD-IN-SPJ

Your new companyA leading recruitment organisation with over 50 years of experience recruiting across multiple specialisms and over 30 countries. They employ over 10,000 people worldwide and prioritise a people-centred approach, helping both organisations and individuals to meet their goals. They are in the process of transforming their current technology landscape globally. Your new roleAn opportunity has arisen for a Service Introduction Analyst to join the organisation, reporting to the Technical Change Management Manager. You will be responsible for ensuring that new and changed IT services are introduced into the live environment in a controlled, supportable and service-ready manner. The role acts as a key bridge between project teams, service management and the Service Desk to ensure operational readiness, knowledge transfer and high quality end-user support from day one. The Service Introduction Analyst will ensure services meet supportability, readiness and acceptance criteria prior to go-live and will act as the operational readiness representative in project and change initiatives. The Service Introduction Analyst will ensure the Service Desk is fully prepared to support new and changed services, co-ordinate knowledge transfer, training sessions and handover activities for Service Desk analysts. The role holder will also be required to ensure high-quality knowledge articles, FAQs and troubleshooting guides are created and maintained. They will validate the completeness and accuracy of service documentation, run books and support procedures. There will be a requirement to collaborate closely with Change Management to align service introductions with release and change schedules, support post-implementations and capture lessons learnt. What you'll need to succeed • Experience in Service Introduction, Service Transition, or IT service operations roles., • Strong understanding of Service Desk operations and support models., • Knowledge of ITIL practices, particularly Service Transition, Change, and Knowledge Management., • Degree in Information Technology, Business Information Systems, or a related field, or equivalent experience., • ITIL Foundation or higher certification preferred., • Basic salary up to £58K, • Hybrid working (2-3 days in the office), • Various other benefits Hays Specialist Recruitment Limited acts as an employment agency for permanent recruitment and employment business for the supply of temporary workers. By applying for this job you accept the T&C's, Privacy Policy and Disclaimers which can be found at hays.co.uk

NEW CONTRACT ROLE - IT SUPPORT ENGINEER / TEAM LEAD | ASAP Start | Onsite | London| £140- £150 | Inside IR35 THE OPPORTUNITY We are seeking a hybrid IT Support Engineer / Team Lead to provide hands-on 1st and 2nd line technical support while assisting with team coordination and service delivery activities. This role combines technical troubleshooting with operational oversight, ensuring high-quality support and smooth day-to-day team operations. THE ROLE Provide 1st and 2nd line support for hardware and software issues Support Windows 11 and macOS environments Troubleshoot Microsoft 365 and GlobalProtect VPN issues Diagnose and resolve hardware faults across laptops (Windows & Mac) and iPhones Investigate and resolve Wi-Fi, network connectivity and account-related issues Take ownership of incidents and requests via ServiceNow, ensuring accurate and timely updates Maintain clear communication with users throughout the ticket lifecycle Update and manage the team planner and rota to ensure adequate coverage Coordinate sickness and annual leave, escalating where needed to arrange cover Support service delivery activities including complaints handling and user feedback Escalate conduct or behavioural concerns to the appropriate manager Report service or operational issues to senior team members for resolution REQUIREMENTS Proven experience in a 1st/2nd line IT support role Strong knowledge of Windows 11 and macOS Experience supporting Microsoft 365 and VPN tools (e.g. GlobalProtect) Hands-on experience with laptop and mobile device troubleshooting Familiarity with ticketing systems such as ServiceNow Understanding of networking fundamentals (Wi-Fi, connectivity, user accounts) Ability to manage workload independently and prioritise effectively TO BE CONSIDERED Email your CV and availability to: PLEASE NOTE This is a hybrid support and coordination role requiring both technical troubleshooting and team support responsibilities Candidates must be comfortable taking ownership of tickets while also assisting with team operations and service delivery tasks KEYWORDS IT Support Engineer, Service Desk Analyst, 2nd Line Support, Windows 11, macOS, Microsoft 365, VPN Support, ServiceNow, IT Support, Team Lead

Security Analyst - CISSP, CISM, CEH, EDR, SIEM, SOAR, IDS/IPS, TCP/IP, Defender Our leading global law firm client are currently looking to take on a new Security Analyst (CISSP, CISM, CEH, EDR, SIEM, SOAR, IDS/IPS, TCP/IP, Defender) to join their team on a permanent basis. The firm are an extremely modern law firm which offer a healthy hybrid working solution 2-3 days per week in London and offer a great deal of autonomy and technical exposure. This Security Analyst (CISSP, CISM, CEH, EDR, SIEM, SOAR, IDS/IPS, TCP/IP, Defender) role, will be responsible for the day to day operations of existing security solutions and uses tools to identify, investigate and resolve any security events detected. To be considered for this Security Analyst (CISSP, CISM, CEH, EDR, SIEM, SOAR, IDS/IPS, TCP/IP, Defender) role, it's ideal you have: • 3 + years within a similar role, • Ideal but not required law firm experience, • Assist with the management and operation of security controls., • Help in streamlining and automating of security controls in order to improve overall security posture of the organisation., • To take the lead on security incidents, identification, and remediation., • Support operational transition for the deployment, integration and configuration of new security solutions and of any enhancements to existing security solutions., • Monitor all in-place security solutions for efficient and appropriate operations., • Conduct security focused reviews and analysis of log files and reports of devices, systems and network traffic (i.e., workstations, servers, network devices). Interpret results and resolve issues identified., • Investigate security alerts and provide incident response if and when required, working with global team to help mitigate and resolve incidents., • Support and contribute to red/blue team testing and cyber threat based table top exercises., • Develop maintain and implement system hardening procedures., • Maintain up-to-date detailed knowledge of the IT Security industry, including the development of new attacks and threat vectors., • Provide a point of escalation for the Service Desk, IT and Business support teams with respect to security-related events.

Helpdesk / End User Technology Analyst Contract: 3-month rolling contractRate: £150-£180 per day inside IR35 Location: London (onsite with limited WFH post-probation) Overview We are currently recruiting for a Helpdesk / End User Technology Analyst to join a busy End User Technology team supporting a large corporate environment. This role focuses on delivering first-point-of-contact and first-contact resolution, providing both remote and desk-side support to end users. You will play a key role in restoring service quickly, managing incidents and requests via phone, email and ServiceNow, and ensuring a high level of customer satisfaction aligned to ITIL best practice. Shift Pattern This is a shift-based onsite role covering early, late and weekend shifts. Monday - Friday (8-hour shifts): • 7am-3pm, • 8am-4pm, • 9am-5pm, • 10am-6pm, • 11am-7pm, • Saturday: 9am-9pm* Shifts operate on a rotational basis across a team of approximately 12 analysts. Solo shifts (7am, late and weekends) typically occur once every 12 weeks. The majority of shifts fall between 8am and 10am starts. After probation, there is flexibility to work a blend of home and office for selected shifts. Key Responsibilities • Act as First Line Support for End User Technology, handling incidents and service requests via phone, email and ServiceNow chat, • Provide first-point-of-contact resolution where possible, escalating to Level 2 teams when required, • Deliver professional, customer-focused support aligned to agreed SLAs and OLAs, • Log, prioritise, track and resolve tickets accurately within ServiceNow, • Provide remote and desk-side troubleshooting across desktops, laptops, Apple Macs, operating systems and core business applications, • Manage workload priorities while setting clear expectations with users, • Correctly route tickets and manage escalations where necessary, • Create, update and share knowledge articles to strengthen first-line resolution, • Carry out proactive support activities to prevent incidents, • Maintain strong working relationships within IT and across the wider business, • Ensure adherence to information security policies, threat response procedures and change management controls, • Liaise with internal and external suppliers where required, • Maintain a personable, professional and reassuring approach during desk-side supportRequired Skills & Experience, • Proven experience in a Helpdesk / Service Desk / First Line Support role, • Strong understanding of ITIL-based service desk environments, • Experience supporting Windows, macOS, desktops, laptops and corporate software stacks, • Excellent customer service and communication skills, • Ability to troubleshoot remotely and desk-side, • Comfortable working rotating shifts, including early starts, late finishes and weekends, • Experience using ServiceNow (or similar ITSM tools) preferred

JOB TITLE: 2 Line IT Engineer SALARY: £30,000 - £35,000 per annum Location: Cuffley, United Kingdom SETTING: 2 days office/ 3 days remote Benefits: 25 days holiday + bank holidays, pension, annual company bonus, annual company holiday event, onsite restaurant discount, and free annual health checks. Are you a 2nd Line IT Engineer looking to take the next step in your career within a growing and reputable Managed Service Provider? This is a fantastic opportunity to join a collaborative service desk team where you’ll not only develop your technical skills but also have clear progression into areas such as pre-sales and project delivery. The Role As a 2nd Line IT Engineer, you’ll be a key part of the helpdesk team, providing support across a broad client base. • Act as a point of escalation for 2nd line technical issues, • Log and manage incidents and service requests via phone and email, • Troubleshoot and resolve issues in line with SLAs, • Support occasional site visits (primarily within the M25) for hardware-related issues Requirements • Proven experience in a 2nd Line support role within a service desk environment, • Strong knowledge of Microsoft 365, Active Directory, Azure, and disaster recovery, • Good understanding of networking concepts, firewalls, and switches, • A proactive attitude with a genuine desire to learn and progress We are registered Disability Confident Employer (Level 1) and as such, we will ensure that individuals who have a disability are provided reasonable accommodation, to enable full participation in the job application and interview process. If you have any such requirements, please do not hesitate to contact your consultant, Zoe Chatley. Her email is she will be happy to action your requests. Keywords: 2 Line Support, L2 Engineer, Level 2 Technical Analyst, 2 Line, IT Support, Onsite Support, Onsite Technical, Microsoft 365, Sharepoint, Azure, Active Directory

Robert Half Technology are assisting a growing life sciences organisation to recruit a Junior IT Analyst on a contract basis. London based, 5 days per week onsite. Role The Junior IT Analyst will provide first-line technical support to end users across the business, ensuring timely resolution of IT issues. Assist with the administration and maintenance of IT systems, including user account management and access controls. Support onboarding and offboarding processes, including setting up user accounts, hardware, and permissions. Monitor and respond to service desk tickets, escalating issues where appropriate. Troubleshoot hardware, software, and network issues across desktops, laptops, and mobile devices. Assist in maintaining IT documentation, processes, and knowledge base articles. Support the wider IT team with ongoing projects and system improvements. Ensure compliance with company IT policies and security standards. Profile The Junior IT Analyst will have 6-12 months of experience in an IT support or similar role. Hands-on experience with Active Directory, Microsoft, and Office 365. Basic understanding of Windows operating systems and desktop support. Strong troubleshooting and problem-solving skills with a proactive mindset. Good communication skills with the ability to support non-technical users effectively. Strong attention to detail and willingness to learn in a fast-paced environment. * A genuine interest in developing a career within IT support and infrastructure. Company Innovative life sciences organisation based in London 5 days per week onsite working environment * Collaborative and fast-paced culture with opportunities for learning and development Salary & Benefits The salary range/rates of pay is dependent upon your experience, qualifications or training. Robert Half Ltd acts as an employment business for temporary positions and an employment agency for permanent positions. Robert Half is committed to diversity, equity and inclusion. Suitable candidates with equivalent qualifications and more or less experience can apply. Rates of pay and salary ranges are dependent upon your experience, qualifications and training. If you wish to apply, please read our Privacy Notice describing how we may process, disclose and store your personal data:

Type: Permanent | Location: London, Oxford Street, 5 days per week in the office About the Role We're seeking a proactive and customer-focused IT Support Analyst to join our growing client. In this role, you'll provide first-line technical support to end users across the UK and international offices, ensuring that technology and office systems run smoothly and efficiently. You'll play a key role in supporting hardware, software, and network environments, offering hands-on support in the London office and remote assistance to colleagues worldwide. This position is ideal for someone who genuinely enjoys helping others, thrives on solving technical challenges, and has a strong interest in IT systems and service excellence. Key Responsibilities • Deliver Tier 1 and Tier 2 end-user support for devices and systems, including laptops, smartphones, and printers., • Manage incidents and service requests using a ticketing system, from initial logging to resolution., • Set up and configure workstations, laptops, and mobile devices for onboarding and offboarding processes., • Support and maintain video conferencing and AV equipment in meeting rooms., • Escalate complex issues (Tier 2/3) to internal or external technical teams, ensuring timely resolution., • Maintain accurate documentation and asset management of IT equipment, software licenses, and peripherals., • Collaborate with the IT Support Operations Manager to enhance desktop efficiency, reliability, and security., • Provide training and guidance to employees on core enterprise software and device usage., • Participate in an out-of-hours on-call rota for critical support needs. General • Bachelor's Degree preferred (IT, Computer Science, or related discipline advantageous)., • 1-3 years of experience in a similar IT support or service desk role., • Excellent communication skills with the ability to explain technical concepts to non-technical users., • Strong attention to detail and ability to manage multiple priorities in a fast-paced environment., • A positive, customer-oriented mindset and a professional approach when supporting all levels of staff., • Solid troubleshooting and problem-solving skills across hardware and software., • Experience with Active Directory and Microsoft 365 administration., • Familiarity with Windows OS, Office 365, and common business applications., • Understanding of networking fundamentals and Workstation connectivity troubleshooting., • Experience with Mobile Device Management (MDM) tools and corporate mobile enrolment (iOS preferred)., • Exposure to PowerShell Scripting to automate routine tasks (desirable)., • Working knowledge of ticketing systems (eg ServiceNow, Jira Service Desk, Zendesk)., • Experience with remote monitoring and management (RMM) tools (eg TeamViewer, SolarWinds) is beneficial., • Opportunity to work across a diverse, international environment., • A role that combines technical problem-solving with hands-on support and customer service., • Collaborative, team-based environment with a chance to broaden your IT skill set., • Competitive salary and benefits package.

An entry-level Service Desk Analyst role focused on delivering high-quality first-line support and an excellent digital workplace experience. You will provide friendly, responsive technical assistance, resolve common IT issues, and support colleagues in using workplace technology effectively, escalating more complex problems where required. Client Details This organisation is a well-established entity within the Not for Profit industry, known for its contributions to research and innovation. Operating as part of a medium-sized team, the company prioritises technological excellence to support its operations. Description • Act as first point of contact for IT support requests via ticketing system and walk-ups, • Resolve common hardware, software and access issues at first-line level, • Log, update and manage incidents and service requests in line with SLAs, • Provide clear guidance to users on Microsoft 365, Teams, OneDrive and workplace tools, • Support device setup, onboarding and offboarding for new starters and leavers, • Assist with basic user access requests, password resets and MFA queries, • Escalate complex issues to second-line teams with clear documentation, • Support asset tracking, equipment setup and basic AV/meeting room technology, • Follow IT processes, security standards and documentation procedures Profile A successful Service Desk Analyst should have: • Experience in a junior IT support or Service Desk role preferred, • Strong customer service skills and a helpful, approachable manner, • Good working knowledge of Microsoft 365 and Windows environments, • Familiarity with ITSM tools such as FreshDesk or ServiceNow, • Basic understanding of devices, applications and user access support, • Ability to follow processes and document issues clearly, • Organised, reliable and able to manage multiple tickets effectively, • Willingness to learn and develop technical skills in a busy support environment Job Offer • Competitive daily rate of £180 - £230 GBP., • Opportunity to work in the Not for Profit industry in London., • Be part of a medium-sized organisation with a focus on innovation., • Chance to enhance your IT skills and gain valuable experience.

Job Title: Service Assurance Analyst Location: London - Office-based Hours: Standard business hours – 9am to 5pm (Mon–Fri) Salary: £43,000 – £45,000 plus excellent benefits Overview Responsible for providing advanced technical support and ensuring stability of critical IT services for a mid-sized, multi-region user base. Focus on resolving incidents efficiently, maintaining system availability, and supporting business operations. Key Responsibilities Incident & Problem Management • Own incidents and service requests through to resolution, • Troubleshoot complex technical issues across systems and applications, • Conduct root cause analysis and follow best practice processes Service Monitoring & Assurance • Monitor system performance and availability, • Respond to alerts and proactively prevent issues Technical Support • Support Windows environments (cloud and on-premises), • Work with Azure Entra, Intune and Defender, • Administer enterprise productivity and identity platforms, • Manage device, network, and application support issues, • Assist with infrastructure including servers, storage, and security Collaboration & Escalation • Work with internal teams and third-party providers, • Escalate where needed while retaining ownership, • Support major incident processes Service Improvement • Identify reliability and performance improvements, • Maintain documentation and knowledge base, • Support upgrades and maintenance Communication • Provide clear updates to users and stakeholders, • Deliver high-quality customer service Skills & Experience Essential: • Experience in IT support/service desk roles, • Strong troubleshooting skills, • Confident using Azure, Entra and Intune, • Familiarity with ITSM tools, • Understanding of IT service management processes Desirable: • Experience in regulated environments, • Knowledge of cloud platforms, directory services, device management, and networking fundamentals Attributes • Analytical and problem-solving mindset, • Strong communication skills, • Ability to manage multiple priorities under pressure, • Team-oriented and service-focused Qualifications • Relevant IT qualification (desirable), • IT service management certification (preferred), • Technical certifications (advantageous) This organisation offers: • Competitive salary, • Annual bonus, • Fantastic pension scheme, • Private health insurance, • Ongoing professional development and progression opportunities, • Travel opportunities

Service Assurance Analyst Location: Office-based – London Hours: Monday – Friday, 9am – 5pm Salary: £45,000 - £48,000 Role Overview The Service Assurance Analyst is responsible for providing advanced technical support and maintaining service stability across business-critical systems. The role ensures incidents and service requests are resolved efficiently while maintaining high levels of service availability and end-user satisfaction. The role involves diagnosing complex issues, supporting infrastructure and applications, contributing to root cause analysis, and ensuring services meet agreed service levels and operational standards. Key Responsibilities: Incident & Problem Management • Act as the primary owner of incidents and service requests from initiation to resolution., • Diagnose and resolve complex technical issues across applications, systems, and infrastructure., • Perform root cause analysis for recurring incidents and contribute to problem management processes., • Ensure incidents are managed in accordance with best practices and defined service levels. Service Assurance & Monitoring • Monitor the health and availability of critical systems and services., • Investigate service alerts and proactively resolve potential issues before impacting users., • Maintain service performance and ensure systems meet availability targets. Technical Support Provide technical support for: • Hosted and on-premises Windows environments, • Cloud-based productivity suites, • Identity and access management platforms, • Mobile device management solutions, • Automation and process platforms, • Business process management systems, • Network connectivity issues, • Line-of-business applications, • Endpoint and device management, • Infrastructure components including servers, storage, networking, and security systems Collaboration & Escalation • Collaborate with internal teams and third-party service providers to investigate and resolve complex issues., • Escalate incidents to senior engineers where necessary while maintaining ownership and communication., • Participate in major incident management processes. Service Improvement • Identify opportunities to improve system reliability and service delivery., • Create and maintain knowledge base articles, technical documentation, and asset registers., • Assist with system upgrades, patches, and maintenance activities. User & Stakeholder Communication • Provide clear updates to users and stakeholders regarding incident progress., • Deliver a high standard of customer service when supporting users. Skills & Experience: Essential • Experience providing first- and second-line IT support or service desk functions., • Strong troubleshooting and diagnostic skills., • Experience with IT service management tools., • Knowledge of IT service management frameworks (e.g., incident, problem, and change processes). Highly Desirable • Experience working in regulated environments., • Experience supporting:, • Cloud-hosted and virtual desktop environments, • On-premises server and desktop environments, • Directory and identity management systems, • Mobile device management solutions, • Cloud-based productivity platforms, • Networking fundamentals (e.g., DNS, DHCP, TCP/IP), • Ability to manage multiple incidents and priorities. Personal Attributes • Strong analytical and problem-solving skills., • Excellent communication skills., • Service-focused mindset., • Ability to work under pressure., • Team-oriented with strong collaboration skills. Qualifications • Qualification in IT, Computer Science, or a related field (desirable)., • Foundation-level IT service management certification (preferred)., • Relevant technical certifications (e.g., vendor or industry-recognised). Additional Information • Overtime may be required as needed., • Occasional out-of-hours work, including weekends or public holidays, may be required., • Occasional travel to other office locations may be required.

Service Desk Analyst - Permanent - London - up to £35,000 plus benefits We have an exciting opportunity for a Service Desk Analyst to join a well known retail company. This is a permanent & full time position, where you will be needed onsite in their London office. Key responsibilities: • Providing support to staff via multiple communication channels including phone, video, chat, in person and email, • Troubleshooting hardware and software issues, • Keeping inventory accurate and assessing the requirement for IT equipment, • Supporting with other activities such as account creation, laptop imaging and configuration, desk setup, mobile configuration, equipment distribution and collection etc. Key requirements: • Background in 1st and 2nd line IT support, • A good understanding of Microsoft 365, Active Directory, and desktop deployment, • Familiarity with ticketing systems, • Excellent communication & problem solving skills

• Job Title – Rates, Credit and FX Options Operations Analyst, • Vacancy Type – Permanent, • Location – London, • Salary - £70,000 to £85,000 base salary + benefits + bonus (discretionary company bonus), • Working Model – In office – 4 to 5 days a week in the office (1 Day WFH- flex), • UK Right to Work – please note no PSV / Student Visa’s or time limited visas are being considered by our client. This is a permanent role, and “No” client sponsorship is offer. A growing multi strategy hedge fund based in London is looking to hire a Rates, Credit and FX Options Operations Analyst to join the London Operations team which is growing. The fund has significant AuM deployed across several funds, specialising in Fixed Income, OTC Rates, Credit, FX Options. This is an opportunity to work directly with a leading Middle Office Operations team, to service trading flow, resolve challenging trading queries, face to external counterparties and manage trade life cycle events (coupon payments, rate re-sets, FX options, expires, credit events et al), and provide the business with ops risk management services. The business offers anyone joining with a great opportunity to be trained on traded products and have an entry point into a successful and growing hedge fund in London. Key Deliverables - - will be varied, broad and not limited in nature, effectively providing front to back trade support for the cross assets traded by the hedge fund in London. • Responsible for front to back trade capture, trade affirmations, matching/allocations, trade enrichment (covering settlements, reconciliations) and managing trade life cycle events., • Working with a wide range of internal and external clients, supporting the PMs and Trading desk, facing off to counterparties / brokers to resolve trade discrepancies, breaks and offer trade and query resolution in a timely manner., • Trade life cycle management – options, expires, rate re-sets, credit events and corporate actions., • The business is forward thinking and has a culture of continuous improvement and leveraging the latest technologies to drive efficiencies across its new fund launches, controls, process and systems., • Experience and prior knowledge of trade management systems is highly desirable and advantageous., • Value added skills in Excel VBA (ability to create, edit VBA macros) and leverage any object-oriented programming skills in Python. The current business has an existing Trading Operations team in London, and service other global centres and looking for someone with 5 to 8 years’ experience looking to transition into a growing hedge fund. Prerequisite Requirements- • 5 to 8 Years experience within Trading Operations derived from a Hedge Fund (Alternative, Multi Strat, Macro), Asset / Investment Manager or Tier 1 Investment Bank with OTC expertise., • Direct experience across a wide portfolio of trade products, including OTC Interest Rates, Credit, and FX Options., • STEM based University Degree, with 1st or 2.1 minimum grade degree., • IT Skills - Advanced Excel VBA (ability to create, edit VBA macros) and leverage any object-oriented programming skills in Python., • Strong communication skills with the ability to partner with trading desks, manage complex queries and provide clear resolution., • Salary - £70,000 to £85,000 base salary + benefits + bonus (discretionary company bonus), • Working Model – 4 days in the office and 1 Day WFH Attractive compensation package is on offer with benefits and company bonus scheme. We ask candidates to respect and adhere to UK Right to Work requirements. • UK Right to Work – please note no PSV / Student Visas or time limited visas are being considered by our client. This is a permanent role, and no client sponsorship is offer. Please do apply early to join a fast-growing hedge fund in London, with an exciting career path and opportunities to move into the business. Raj Dhanapala - Black Swan Group

Customer Support Engineer A fantastic opportunity for a Customer Support Engineer to join a rapidly growing, cutting-edge technology company. This organisation is developing highly advanced software solutions used by leading global businesses, and they are looking for a proactive, highly organised and customer-focused individual to join their support team. This role is less focused on deep technical troubleshooting and more centred around managing customer queries, ensuring clear communication, and driving issues through to resolution. Location: London - 3 days per week in office Salary: Competitive + benefits Requirements for Customer Support Engineer: • Minimum of a 2.1 degree from a leading University, • At least AAB at A Level or equivalent, • Excellent communication skills, both written and verbal, • Highly organised with strong attention to detail, • Ability to manage multiple tasks and prioritise effectively in a fast-paced environment, • A customer-first mindset with a focus on clarity and responsiveness, • Strong problem-solving skills with the ability to assess and coordinate issue resolution, • A proactive and solution-oriented approach, • Ability to remain calm under pressure, • Experience in a customer-facing, support or service-based role is beneficial but not essential, • Exposure to technical environments, such as software or IT systems, is advantageous but not required, • Experience with tools such as Intercom or similar support platforms is beneficial Responsibilities for Customer Support Engineer: • Act as the first point of contact for customer support queries via phone and support platforms, • Manage incoming queries and incidents, ensuring each is clearly understood and actioned, • Resolve straightforward issues where possible, focusing on efficiency and clarity, • Coordinate and triage more complex issues, ensuring they are accurately logged and escalated, • Provide clear, professional and timely responses to customers at all stages of their query, • Keep customers informed of progress and next steps throughout the lifecycle of each request, • Maintain accurate records of incidents, communications and outcomes, • Follow internal processes and contribute to the continuous improvement of support procedures, • Collaborate closely with wider technical teams to ensure smooth handover of escalated issues What the role offers: • Opportunity to join a high-growth technology company working on advanced software products, • A fast-paced, collaborative and supportive team environment, • Clear opportunity to develop strong customer, operational and coordination skills, • Exposure to a wide range of technologies and business processes Applications: If you would like to apply for this unique Customer Support role, please send your CV via the relevant links! We’re committed to creating an inclusive and accessible recruitment process. If you require reasonable adjustments for your application or during the review process, please highlight this by separately emailing (if this email address has been removed by the job board, full contact details are readily available on our website). Keywords: Customer Support Engineer / Customer Support Specialist / Support Analyst / Customer Operations Executive / Service Desk Analyst / Technical Support Analyst / Customer Success Associate / Customer Support Executive / Client Support Specialist / Helpdesk Analyst / Customer Experience Executive / Support Coordinator / Intercom / Customer Support Tools / Ticketing Systems / SaaS / CRM Systems / Incident Management / Customer Communication / Workflow Management / Process Improvement / Escalation Management / Computer Science / Information Technology / Business Systems / STEM Degree / Engineering Degree

If you’ve also worked in the following roles, we’d also like to hear from you: IT Support Technician, Service Desk Engineer, Technical Support Engineer, IT Helpdesk Analyst. As a 2nd Line IT Support Engineer you will provide advanced technical support across Microsoft 365, Azure, networking and

As a Service Desk Analyst, you'll play a vital role in ensuring our clients receive fast, friendly, and effective support. Are you passionate about delivering exceptional IT support and solving problems with a smile? Do you thrive in a fast-paced environment where great customer service meets techni

This position also offers excellent learning and development opportunities within a collaborative IT team environment. A purpose-driven law firm in London is seeking a motivated Service Desk Analyst to join their IT team. Ideal candidates will have 1-2 years of Service Desk experience, strong custom

You will provide first-line support, logging and prioritizing IT requests, and require strong customer service experience. A commitment to service excellence is essential, and the role will support the UK's branch network and the transformation journey ahead. Handelsbanken Plc is looking for an IT S

Experience with a Service Desk ticketing systems, specifically Freshworks. Steamship Insurance Management Services Ltd is committed to providing a great service to all our members. The analyst plays a crucial role in maintaining the efficiency and functionality of IT services within the company.

Service Desk Support Analyst, Havas Shared Services. Service Desk Analyst Platformer. Additionally, this role involves fostering strong relationships between the IT Service Desk and the rest of the company.

This position offers a competitive hybrid working policy and various professional development opportunities. A P&I insurance company in London is looking for an Associate IT Support Analyst to provide technical support and maintain IT services. Candidates should have strong knowledge of Windows 10/1

ELMBRIDGE BOROUGH COUNCIL is seeking a dedicated individual for a vital IT support role in Esher, United Kingdom. The ideal candidate will possess strong technical skills in IT systems and telephony, with experience in providing customer-focused support. The role offers flexibility and opportunities

Line Support Engineer, Managed Service Provider Service Desk Analyst, Managed IT Service Engineer or Managed IT Services. Role can be known as a Service Desk Engineer, Service Desk Analyst, MSP Service Desk,. Focus IT has the pleasure with working alongside this well established IT Managed Services

An established clothing brand in Kingston upon Thames is looking for a Senior Service Desk Analyst to provide first-line support for Hardware and Software issues. The role entails managing IT incidents, supporting mobile devices, and ensuring smooth operations within Active Directory and Microsoft 3

CRG - People and Technology is seeking a proactive Service Desk Analyst to join its IT & Digital Transformation team in Ruislip. This role involves first line IT support, troubleshooting hardware/software issues, managing onboarding/offboarding processes, and maintaining IT asset records. The ideal

JOB TITLE: 2nd Line IT Engineer SALARY: £30,000 - £35,000 per annum Location: Cuffley, United Kingdom SETTING: 2 days office/ 3 days remote Benefits: 25 days holiday + bank holidays, pension, annual company bonus, annual company holiday event, onsite restaurant discount, and free annual health checks. Are you a 2nd Line IT Engineer looking to take the next step in your career within a growing and reputable Managed Service Provider? This is a fantastic opportunity to join a collaborative service desk team where you’ll not only develop your technical skills but also have clear progression into areas such as pre-sales and project delivery. The Role As a 2nd Line IT Engineer, you’ll be a key part of the helpdesk team, providing support across a broad client base. Act as a point of escalation for 2nd line technical issues Log and manage incidents and service requests via phone and email Troubleshoot and resolve issues in line with SLAs Support occasional site visits (primarily within the M25) for hardware-related issues Requirements Proven experience in a 2nd Line support role within a service desk environment Strong knowledge of Microsoft 365, Active Directory, Azure, and disaster recovery Good understanding of networking concepts, firewalls, and switches A proactive attitude with a genuine desire to learn and progress We are registered Disability Confident Employer (Level 1) and as such, we will ensure that individuals who have a disability are provided reasonable accommodation, to enable full participation in the job application and interview process. If you have any such requirements, please do not hesitate to contact your consultant, Zoe Chatley. Her email is she will be happy to action your requests. Keywords: 2nd Line Support, L2 Engineer, Level 2 Technical Analyst, 2nd Line, IT Support, Onsite Support, Onsite Technical, Microsoft 365, Sharepoint, Azure, Active Directory

Job title: 1st Line IT Service Desk Analyst Location: London SE1 – (On-site – 5 days per week during training) Start Date: ASAP Contract Type: Temporary 3 months Weekly Hours: 35 hours per week Job Purpose We are currently recruiting for a 1st Line IT Service Desk Analyst to join a busy and fast-paced support environment based in London Bridge. This is a hands-on, customer-facing role providing first-line technical support to end users, ensuring issues are resolved efficiently and in line with service levels. Key Responsibilities: Act as the first point of contact for IT support queries via phone, email, and ticketing systems Perform ticket triage, logging, categorisation, and prioritisation of incidents and requests Troubleshoot and resolve issues relating to Microsoft applications, devices, and user access Support remote users with connectivity issues (broadband, mobile, telephony) Provide hardware support across laptops, mobile devices, tablets, and peripherals Manage user accounts and permissions, including Active Directory and privileged access requests Use remote access tools to diagnose and resolve user issues Ensure all tickets are updated accurately and resolved within agreed SLAsCandidate Profile: Proven experience in a 1st Line / Service Desk support role Working knowledge of Microsoft 365, including Teams and core applications Familiarity with Azure, Intune, and SharePoint (minimum 1 year) Experience with Active Directory (user management, permissions, access control) Exposure to ITSM tools (e.g. Halo) and understanding of SLA-driven environments Experience with remote support tools (e.g. Bomgar or similar) Knowledge of contact centre platforms (e.g. Salesforce, Anywhere365, 8x8, MS Teams) Strong troubleshooting skills across software, hardware, and connectivity issues Excellent communication skills with a customer-focused approach If you are interested in this position and meet the above criteria, please send your CV now for consideration. If you require any additional information regarding the position, please call Lewis at Service Care Solutions on (phone number removed) or send an E-Mail to (url removed)

Service Desk Analyst Salary + benefits £32,000 base + flexible depending on experience 30 days holiday + bank holidays Private healthcare Life assurance 5% pension Structured career progression + training Location West London (3 days onsite, 2 days from home) The client WeDo is partnering with a well-established, international organisation operating across multiple countries, currently going through a strong phase of growth and digital transformation. The role This is a Service Desk Analyst position within a global IT function, acting as the first point of contact for users across the business. You will be supporting a diverse, international user base, ensuring a high level of service and clear communication at all times. The responsibilities - Providing 1st line support via phone, chat and walk-ups - Logging, diagnosing and resolving incidents in line with SLAs - Supporting hardware, software and access-related queries - Escalating issues to wider IT teams where required - Delivering excellent customer service to a global user base - Supporting users where English is not their first language Requirements - Minimum 2 years’ experience in a Service Desk / 1st line role - Experience supporting Microsoft Dynamics is highly desirable - Strong communication skills with a patient, user-focused approach - Languages are a strong advantage, particularly German - Italian, Spanish, German or Portuguese also beneficial - Must be able to commute to West London (Driving recommended) Recruitment process 1st stage with Hiring Manager Final stage with technical team Ready to Apply? send your CV to (url removed)

2nd Line IT Support Engineer Join a dynamic IT support environment delivering 2nd line technical support, troubleshooting and cloud services support across Microsoft 365, Windows and Azure. This role offers hybrid working and strong career development within a managed services setting. If you’ve also worked in the following roles, we’d also like to hear from you: Technical Support Engineer, IT Helpdesk Analyst, Desktop Support Engineer, Infrastructure Support Engineer, 2nd Line Support Engineer, Application Support Analyst, IT Technician, Deskside Support Technician, Second Line Support, Second Line IT Support Engineer, Service Desk Analyst, IT Support Technician, 2nd Line IT Engineer. SALARY: Starting from £32,000 per annum + up to £8,000 Bonus + Benefits (see below) LOCATION: Hybrid working 3 days from either the office in London (E1) or client sites, and 2 days from home JOB TYPE: Full-Time, Permanent ONLINE TEST: To be considered you must complete an online test to see how you compare with other applicants. Reach the pass mark and you’ll be invited on to the next stage of the interview process. JOB OVERVIEW We have a fantastic new job opportunity for a 2nd Line IT Support Engineer to join a fast-paced IT support team delivering high-quality technical support and customer service. As a 2nd Line IT Support Engineer you will act as an escalation point for complex issues, supporting Microsoft environments including Windows, Microsoft 365 and Azure cloud services. You will also contribute to service desk operations, ensuring incidents are resolved efficiently. The 2nd Line IT Support Engineer will collaborate with colleagues, provide VIP support, assist with field engineering tasks and contribute to continuous improvement initiatives within a structured ITIL environment. APPLY TODAY Ready to make your next career move? Apply Today for our Recruitment Team to review. DUTIES Your duties as the 2nd Line IT Support Engineer include: • Incident Management: Log, investigate and resolve technical incidents and service requests via phone, email and live chat, • Escalation Handling: Take ownership of complex issues escalated from 1st Line support, • Microsoft Support: Provide support across Windows 10/11, Microsoft 365, Entra ID, Active Directory, Intune and Autopilot, • Cloud Administration: Assist with Azure services, DNS, DHCP and infrastructure monitoring tools, • Onboarding Support: Configure devices, user accounts and access permissions for new starters, • Vendor Liaison: Work with third-party suppliers to resolve application and system issues, • SLA Management: Manage priority tickets and ensure delivery within agreed service levels, • Documentation: Maintain accurate records, updates and technical documentation, • VIP Support: Deliver high-quality support to senior stakeholders, • Field Support: Provide onsite support when required and cover field engineer absence, • Team Collaboration: Support colleagues and contribute to a positive, solution-focused team environment CANDIDATE REQUIREMENTS • Previous experience in a 2nd line or technical support role within an IT helpdesk or service desk environment, • Strong troubleshooting skills across Microsoft Windows, Microsoft 365 and cloud technologies, • Experience with Azure administration, Active Directory and endpoint management tools, • Knowledge of ITIL processes and incident management best practice, • Ability to manage multiple priorities and work to SLAs, • Excellent communication and customer service skills, • Experience providing remote, onsite and user-facing support, • Strong problem-solving and critical thinking ability, • A proactive approach to continuous improvement and professional development BENEFITS • Performance based bonus (up to £8,000), • Hybrid working (two days working from home), • Industry renowned training and certifications (sponsored), • Personal development time with access to Pluralsight training platform, • Discretionary company sick pay, • 23 days’ holiday plus Bank Holidays, increasing with length of service, • Day off on your birthday, • Inclusive working environment And more! APPLY TODAY… By submitting your job application to us you are hereby giving us your express consent to submit your details to our Client for this purpose. JOB REF: AWDO-P14629 Full-Time, Permanent IT Jobs, Careers and Vacancies. Find a new job and work in Watford, Hertfordshire. Multi-Job Board Advertising and CV Sourcing Recruitment Services provided by AWD online. AWD online specialise in sourcing candidates and advertising vacancies on multiple job boards for companies on a non-commission basis. AWD online operates as an employment agency. awd online | AWD-IN-SPJ

Job Title: Service Desk Analyst Contract Type: Permanent, Full Time Salary: Up to £28,000 Office Location/Working Policy: Onsite Working Hours: Shift pattern between 7am and 7pm What to wear: Smart casual The Role: You will provide support to our customers, working across an array of different technologies and setups. Whether it’s over the phone, through remote assistance, or on-site at the customer offices, you’ll handle each case with efficiency and professionalism, showcasing your excellent customer service skills. As Service Desk Analyst you will be part of the Service Operations team and be the first point of contact for clients, providing technical support and ensuring efficient resolution of incidents and service requests. You will work within a fast-paced, security-conscious environment, supporting a wide range of technologies and adhering to ITIL best practices. This role requires strong technical expertise, excellent communication skills, and a proactive approach to problem-solving. You will be working on site at one of our London clients on a Rota basis between the hours of 07:00 and 19:00 Monday to Friday. Role Responsibilities: • To diagnose and resolve a variety of IT problems across an extensive range of technologies within our service level agreements • To raise, update, and resolve case records using the IT Helpdesk system with detail and accuracy • Being proactive with case follow-ups and ensuring customer satisfaction according to our KPIs Achieving individual KPIs and in turn contributing to the success of the department • Answering telephone calls from customers with technical problems and queries • Attending customer premises when required, this could include troubleshooting hardware problems in PCs or Laptops such as RAM, motherboards, or Hard Drive Failures • Creating, administrating, and disabling active directory objects • Administrative tasks within phone systems, including creating extensions, call groups, and voicemail changes • Performing software updates and installations on end users' workstations and servers • Raising cases from emails received by the department and from the proactive monitoring system • Escalating incidents to senior support team members or external suppliers when required • Creating and updating Knowledge Base Articles to share knowledge between team members and the wider organisation • Taking an active part in the development of the department by suggesting improvements to working procedures in line with our ISO accreditations Key Skills: • Proven experience working within a customer service based role • Excellent verbal communication skills with the ability to communicate effectively with technical and non-technical customers • Organisation and time management skills • To be a problem solver and capable of gathering relevant data and identifying potential improvements and alternatives in a logical manner • Be highly motivated, manage your own workload and meet deadlines while working under pressure in a fast-paced, dynamic environment The Interview Process ☎️ Screening call: Phone call with our recruitment team to assess your suitability for the role, but also if the role is right for you. First interview: A video call over MS Teams with the Hiring Manager + Team Member. Second interview: Usually F2F interview onsite at one of our offices (this can sometimes involve a task or presentation). About Acora We’ve been on a mission to improve end user satisfaction since the day we were founded over 25 years ago. As champions of premium experience-led IT services, it is who we are. We constantly challenge old assumptions and inherited wisdom, and demonstrate there are other, better ways to do things. Our mission is to unleash the potential of people through amazing IT experiences. At Acora, we live by three key and simple values that drive everything we do guiding our actions, shaping our culture, and ensuring we deliver excellence every step of the way. #1 BE THE BEST YOU CAN BE We challenge ourselves to raise our game each day. By embracing a mindset of growth, we continuously strive to improve ourselves, our ways of working, and the service we deliver to our customers. #2 WE DO WHAT WE SAY When we make a promise, we follow-through - no excuses. We don’t leave anyone hanging or walk away from challenges. Reliable and focused, we value clear communication to build trust and give customers, and colleagues, the confidence they can count on us every time. #3 TOGETHER WE WIN Business is the biggest team sport of them all. By communicating well, breaking down silos and staying aligned, we create clarity and focus. Strong relationships, shared goals and commitment make us a winning team – for each other and for our customers. To be considered for this position, you must have full rights to work in the UK. Equal Opportunities at Acora Acora is an equal opportunity employer, committed to providing equal opportunities regardless of race or ethnic origin, gender identity, family situation, sexual orientation, disability, religion or age. We hire our people on the basis of qualifications, merit, skills, and business need. We are a Level 1 Disability Confident Committed Employer and will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, perform essential job functions, and receive equitable benefits and all privileges of employment. Please contact us to request any reasonable adjustments. Join us at Acora in creating a workplace where everyone can succeed and make an impact. We look forward to welcoming you to our team

Job Title: Desktop Support Analyst Contract Type: Permanent Salary: Up to £30,000 Benefits: Private Medical, Pension, 25 days annual leave, Gym Membership, Cycle to Work Scheme, Employee Assistance Programme Office Location/Working Policy: Onsite Working Hours: Shift pattern between 8am to 8pm (8:00 to 16:00 and 12:00 to 20:00) What to wear: Smart casual The Role: As a Deskside Support Analyst, you will be part of the Service Operations team, providing face-to-face and on-site technical support to end users. You will act as a key point of contact for resolving hardware, software, and access-related issues, ensuring a high-quality user experience in a fast-paced, security-conscious environment. This role requires strong technical capability, excellent interpersonal skills, and a proactive, customer-focused approach to problem resolution, operating in line with ITIL best practices. ole Responsibilities: • Provide deskside and on-site technical support to users, resolving incidents and service requests logged via ServiceNow or other approved channels • Perform hands-on diagnosis, troubleshooting, and resolution of issues related to desktops, laptops, peripherals, mobile devices, and meeting room technology • Support Microsoft operating systems, Active Directory / Entra ID, Microsoft 365, and Microsoft Cloud services (including Azure) • Manage user account administration, including account creation, access provisioning, group membership, and password resets using Active Directory / Entra ID • Install, configure, upgrade, and replace end-user hardware and software in accordance with standard operating procedures • Escalate complex or unresolved issues to second- or third-line support teams while maintaining ownership and clear communication with the user • Ensure all incidents and service requests are accurately logged, prioritised, and resolved within agreed service level agreements (SLAs) • Follow documented technical procedures, security standards, and knowledge base articles to ensure consistent service delivery • Support security and compliance requirements, including endpoint protection, patching, and secure device handling • Collaborate with service desk, infrastructure, and security teams to support continuous service improvement • Participate in shift-based or on-call rotations where required to support business operational needs Key Skills: • Strong working knowledge of current and previous versions of Microsoft Windows and Windows Server • Hands-on experience providing deskside or on-site end-user support in a corporate or enterprise environment • Experience using ServiceNow or similar IT Service Management (ITSM) tools • Solid understanding of Active Directory / Entra ID administration and troubleshooting • Good working knowledge of Google Workspace • Familiarity with Microsoft Cloud technologies, including Azure, is desirable • Understanding of ITIL service management principles and best practices • Excellent communication and customer service skills, with the ability to engage confidently with users at all levels • Strong analytical and problem-solving skills with a proactive, solution-driven mindset • Experience working in a managed service provider (MSP), MSSP, or security-focused environment is advantageous but not essential • Experience working with Jamf The Interview Process: ☎️ Screening call: Phone call with our recruitment team to assess your suitability for the role, but also if the role is right for you. First interview: A video call over MS Teams with the Hiring Manager Second interview: Usually F2F interview onsite at one of our offices (this will involve a task/presentation). About Acora We’ve been on a mission to improve end user satisfaction since the day we were founded over 25 years ago. As champions of premium experience-led IT services, it is who we are. We constantly challenge old assumptions and inherited wisdom, and demonstrate there are other, better ways to do things. Our mission is to unleash the potential of people through amazing IT experiences. At Acora, we live by three key and simple values that drive everything we do guiding our actions, shaping our culture, and ensuring we deliver excellence every step of the way. #1 BE THE BEST YOU CAN BE We challenge ourselves to raise our game each day. By embracing a mindset of growth, we continuously strive to improve ourselves, our ways of working, and the service we deliver to our customers. #2 WE DO WHAT WE SAY When we make a promise, we follow-through - no excuses. We don’t leave anyone hanging or walk away from challenges. Reliable and focused, we value clear communication to build trust and give customers, and colleagues, the confidence they can count on us every time. #3 TOGETHER WE WIN Business is the biggest team sport of them all. By communicating well, breaking down silos and staying aligned, we create clarity and focus. Strong relationships, shared goals and commitment make us a winning team – for each other and for our customers. To be considered for this position, you must have full rights to work in the UK. Equal Opportunities at Acora Acora is an equal opportunity employer, committed to providing equal opportunities regardless of race or ethnic origin, gender identity, family situation, sexual orientation, disability, religion or age. We hire our people on the basis of qualifications, merit, skills, and business need. We are a Level 1 Disability Confident Committed Employer and will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, perform essential job functions, and receive equitable benefits and all privileges of employment. Please contact us to request any reasonable adjustments. Join us at Acora in creating a workplace where everyone can succeed and make an impact. We look forward to welcoming you to our team

IT Support Engineer – 2nd Line (Service Desk) An exciting opportunity for a 2nd Line IT Support Engineer to provide technical support, troubleshooting and cloud-based solutions across Microsoft environments within a fast-paced MSP setting. If you’ve also worked in the following roles, we’d also like to hear from you: IT Support Technician, Service Desk Engineer, Technical Support Engineer, IT Helpdesk Analyst SALARY: £34,000 to £38,000 per annum (DOE) + Benefits LOCATION: Hybrid Working (3 Days in the City of London Office (EC1N) and 2 Days Work from Home) JOB TYPE: Full-Time, Permanent WORKING HOURS: 35 Hours per Week, Monday to Friday Career Progression Opportunities JOB OVERVIEW We have a fantastic new job opportunity for a 2nd Line IT Support Engineer to join a collaborative organisation delivering IT support, cloud computing and managed services solutions. As a 2nd Line IT Support Engineer you will provide advanced technical support across Microsoft 365, Azure, networking and infrastructure environments, resolving escalated service desk issues. Working as a 2nd Line IT Support Engineer you will take ownership of incidents, ensuring timely resolutions in line with SLAs while delivering excellent customer service and clear communication. This role offers strong career progression, ongoing training and exposure to modern technologies within a supportive and fast-paced MSP environment. DUTIES Your duties as the 2nd Line IT Support Engineer include: • Provide Advanced Support: Resolve escalated incidents and service requests from 1st Line teams, • Troubleshoot Systems: Diagnose and resolve issues across Microsoft Azure, Microsoft 365, AVD and networking environments, • Manage Incidents: Take ownership of support tickets through to resolution in line with SLAs, • Communicate with Customers: Deliver clear updates and technical guidance to users and stakeholders, • Escalate when Required: Work with senior engineers, providing detailed diagnostics and analysis, • Maintain Documentation: Accurately update ITSM systems and contribute to knowledge sharing, • Support Service Desk: Assist with ticket triage and inbound calls during peak periods CANDIDATE REQUIREMENTS • Previous experience in an MSP environment within IT support or service desk roles, • Strong knowledge of Microsoft 365 including Outlook, OneDrive, SharePoint and Teams, • Experience supporting Windows 11 and Mac OS, • Experience with Windows Server, Active Directory, DNS and Event Viewer, • Proven experience of troubleshooting networking and infrastructure issues, • Experience managing user accounts, Azure AD and MFA configuration, • Exposure to Conditional Access and cybersecurity best practices, • Excellent customer service and communication skills with a strong telephone manner, • Ability to prioritise workload, work under pressure and meet deadlines, • Relevant Microsoft certifications including AZ-900, MS-900, SC-900 and MS-102 BENEFITS • Learning and development opportunities including Microsoft certifications, • Career progression opportunities, • 21 days holiday (increasing after 3 years of service) plus public holidays, • Birthday day off, • Private healthcare after probation, • 40% off gym membership, • Pension scheme from day one, • Cycle to work scheme, • Eyecare vouchers, • Social events and team activities, • Electric car scheme after 2 years of service, • Recruitment referral scheme APPLY TODAY… By submitting your job application to us you are hereby giving us your express consent to submit your details to our Client for this purpose. JOB REF: AWDO-P14647 Full-Time, Permanent Jobs, Careers and Vacancies. Find a new job and work in London. Multi-Job Board Advertising and CV Sourcing Recruitment Services provided by AWD online. AWD online specialise in sourcing candidates and advertising vacancies on multiple job boards for companies on a non-commission basis. AWD online operates as an employment agency. awd online | AWD-IN-SPJ