IT Service Desk Engineer

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.

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.

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.

• 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.

• 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.

• 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 time frames to meet policy and audit requirements

• Maintain the Service Desk ticketing queue to provide immediate assistance and quickly categorize 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.

• Monitor key systems and raise incidents when abnormalities or service issues are detected.

• Provide user training on software applications and IT best…