Service Desk Analyst, Shieldpay
1 day a week in office
Digital payment solutions
Be an early applicant
Digital payment solutions
21-100 employees
Be an early applicant
1 day a week in office
21-100 employees
Company mission
To become the trusted payment rails for the professional services sector, and a company that people love to work for.
Role
Who you are
- 2 years’ experience of working in a similar service desk role
- Prior experience of supporting Mac OS
- You are Independent, self-motivated with an ability to adapt and be flexible
- You’re comfortable working in a team that deals with a wide range of technical issues, ie third party tooling, outlook issues, SharePoint set up)
- You're passionate about helping people as well as creating an inclusive support environment
- You possess strong critical thinking skills.You have excellent written and verbal communication skills
- You can take ownership of problems and work autonomously to ensure resolution
- A relevant certification would be beneficial (ie ITIL, COMPTIA, Microsoft)
- Fintech experience would be beneficial
- A desire to grow with the company is essential
What the job involves
- Joining us in the Service Desk Analyst poisition offers the opportunity to work in a dynamic and fast-paced environment, solving complex technical issues that directly impact the business
- You'll gain exposure to cutting-edge financial technology while providing essential support across departments, helping improve operational efficiency
- With growth opportunities and a collaborative team culture, it's an ideal role for those looking to develop their IT skills and make a real difference in a rapidly evolving company
- Provide 1st/2nd line support to end-users by resolving service requests and incidents, managing tickets through resolution
- Log, categorise, and prioritise incidents and requests via ticketing system, IM, email, phone or in person, reviewing and escalating issues as needed
- Remotely and in person, troubleshoot and resolve hardware, software, network connectivity and user access issues
- Provide support and administration for MacOS, Windows 11, Entra ID, Office 365 including SharePoint, and various SaaS platforms (e.g. HubSpot,Monday.com, Lucid)
- Provide support for the installation and maintenance of meeting room equipment, desk setups, printers, networking, and other IT devices
- Assist with User Onboarding and Offboarding including configuring laptops, creating and configuring user accounts, hosting inductions
- Manage IT asset records, handle equipment ordering and delivery, and monitor inventory levels
- Maintain and update documentation and the knowledge base with troubleshooting steps, resolutions, and FAQs
- Provide exceptional customer service by delivering prompt and effective support with regular updates to ensure a positive experience for end-users
Application process
- We usually respond within two weeks
Salary benchmarks
Our take
In today's fast-paced digital world, we are accustomed to handling most aspects of our lives with a tap or swipe, from personal transactions to corporate dealings. However, while speed is crucial, security remains paramount, especially with the rise of digital fraud. Consumers and businesses alike demand that their financial transactions be safeguarded from potential threats.
This growing need for both speed and security is where Shieldpay steps in. The platform quickly positioned itself as a leader in securing high-value digital transactions by offering businesses and individuals an efficient, cost-effective solution for creating instant digital escrow payments, all while ensuring robust protection.
Shieldpay meets these dual demands by providing a secure payments solution that verifies the identities of all parties involved. This ensures that funds are only transferred as intended, offering peace of mind to both everyday consumers and businesses, particularly in sectors like corporate and property transactions. With substantial backing and partnership with leading companies, Shieldpay's potential for growth and expansion is massive.
Steph
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (2 rounds)
Jun 2018
$6.4m
SEED
Aug 2017
$5.6m
SEED
Total funding: $12m
Company benefits
- 28 Days Holiday: Relax and recharge with our enhanced allowance, plus UK bank holidays
- 4 You Days: Life can be tough. For these days employees can take a You Day each quarter, on short notice
- Hybrid Working: We value in-person collaboration. Our people are in the office multiple times a week
- Flexible Working: We are pleased to treat our employees like adults and judge them on the work they do not the hours they work
- Pension Contribution: Group Personal Pension Plan where employees contribute 5% and we contribute 5%
- Personal Development: We invest in our people, as well as yearly budget we offer external development
- Private Medical: With no financial excess and pre-existing coverage from an industry leader in physical and mental health
- Life Assurance: Our employees can rest assured that their loved ones will be supported should the worst happen
- Menopause Support: We’ve teamed up with Balance, who support those affected by all stages of the menopause
- Enhanced Allowances: From maternity leave to eyecare, we don’t just offer the basic – we make sure that we are able to go the extra mile
- Season Ticket Loans: It may not have had a big take-up during the pandemic but it’s there if our people need it
- Compassionate and Sick Leave
Company HQ
City of London, London, UK
Leadership
Sophie Condie
(CEO)Joined Shieldpay in 2021 as a Group Operations Director before becoming COO in 2022 and CEO in 2024. Previously an Operations Lead at Form3 Financial Cloud and A Team Leader in Cash Management at Barclays Corporate Banking.
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