IT Service Management Analyst (ITSM) Hybrid - 2 days per week in the office Leeds / Bradford To £45,000 Are you passionate about driving service excellence, leading critical IT processes, and shaping the future of IT Service Management? We're recruiting for an award-winning, growing technology organisation seeking an IT Service Management Analyst to play a key role in delivering and improving IT services across Major Incident, Change, Problem Management, Service Transition and CAB processes. This role offers the opportunity to take ownership of Change Management, including supporting CAB processes, and Major Incident Management, while playing a key role in governance, compliance, service improvement, and the continued development of the ITSM function You'll work with modern ITSM tooling, including Jira Service Management , supporting service reporting, workflow improvements, process optimisation, and data-driven decision making. This is a fantastic opportunity to join a business investing in its ITSM capability, with a genuine pathway to progress into an ITSM Lead role. We're looking for: ITIL-certified professionals with experience across Major Incident and Change Management Strong understanding of ITIL best practices and service governance Confidence managing change requests, facilitating CAB discussions, and ensuring effective change governance Experience in Problem Management, Root Cause Analysis, and Service Reporting Hands-on experience with Jira Service Management (desirable) Apply today or get in touch for a confidential discussion.
Jul 16, 2026
Full time
IT Service Management Analyst (ITSM) Hybrid - 2 days per week in the office Leeds / Bradford To £45,000 Are you passionate about driving service excellence, leading critical IT processes, and shaping the future of IT Service Management? We're recruiting for an award-winning, growing technology organisation seeking an IT Service Management Analyst to play a key role in delivering and improving IT services across Major Incident, Change, Problem Management, Service Transition and CAB processes. This role offers the opportunity to take ownership of Change Management, including supporting CAB processes, and Major Incident Management, while playing a key role in governance, compliance, service improvement, and the continued development of the ITSM function You'll work with modern ITSM tooling, including Jira Service Management , supporting service reporting, workflow improvements, process optimisation, and data-driven decision making. This is a fantastic opportunity to join a business investing in its ITSM capability, with a genuine pathway to progress into an ITSM Lead role. We're looking for: ITIL-certified professionals with experience across Major Incident and Change Management Strong understanding of ITIL best practices and service governance Confidence managing change requests, facilitating CAB discussions, and ensuring effective change governance Experience in Problem Management, Root Cause Analysis, and Service Reporting Hands-on experience with Jira Service Management (desirable) Apply today or get in touch for a confidential discussion.
IT Service Management Analyst (ITSM) Hybrid - 2 days per week in the office Leeds / Bradford To £45,000 Are you passionate about driving service excellence, leading critical IT processes, and shaping the future of IT Service Management? We're recruiting for an award-winning, growing technology organisation seeking an IT Service Management Analyst to play a key role in delivering and improving IT services across Major Incident, Change, Problem Management, Service Transition and CAB processes. This role offers the opportunity to take ownership of Change Management, including supporting CAB processes, and Major Incident Management, while playing a key role in governance, compliance, service improvement, and the continued development of the ITSM function You'll work with modern ITSM tooling, including Jira Service Management , supporting service reporting, workflow improvements, process optimisation, and data-driven decision making. This is a fantastic opportunity to join a business investing in its ITSM capability, with a genuine pathway to progress into an ITSM Lead role. We're looking for: ITIL-certified professionals with experience across Major Incident and Change Management Strong understanding of ITIL best practices and service governance Confidence managing change requests, facilitating CAB discussions, and ensuring effective change governance Experience in Problem Management, Root Cause Analysis, and Service Reporting Hands-on experience with Jira Service Management (desirable) Apply today or get in touch for a confidential discussion.
Jul 16, 2026
Full time
IT Service Management Analyst (ITSM) Hybrid - 2 days per week in the office Leeds / Bradford To £45,000 Are you passionate about driving service excellence, leading critical IT processes, and shaping the future of IT Service Management? We're recruiting for an award-winning, growing technology organisation seeking an IT Service Management Analyst to play a key role in delivering and improving IT services across Major Incident, Change, Problem Management, Service Transition and CAB processes. This role offers the opportunity to take ownership of Change Management, including supporting CAB processes, and Major Incident Management, while playing a key role in governance, compliance, service improvement, and the continued development of the ITSM function You'll work with modern ITSM tooling, including Jira Service Management , supporting service reporting, workflow improvements, process optimisation, and data-driven decision making. This is a fantastic opportunity to join a business investing in its ITSM capability, with a genuine pathway to progress into an ITSM Lead role. We're looking for: ITIL-certified professionals with experience across Major Incident and Change Management Strong understanding of ITIL best practices and service governance Confidence managing change requests, facilitating CAB discussions, and ensuring effective change governance Experience in Problem Management, Root Cause Analysis, and Service Reporting Hands-on experience with Jira Service Management (desirable) Apply today or get in touch for a confidential discussion.
What you will do Reporting to the Global Service Desk Senior Manager, the IT Process Analyst supports the operation, governance cadence and continual improvement of IT service management (ITSM) processes across the firm. The role executes defined process activities, maintains process documentation and controls, and provides reporting and coordination to enable designated process owners and stakeholders to make decisions and drive outcomes. As part of the Global Service Desk function, the role coordinates and administers key ITSM practices including Change & Release Management, Problem Management, and Service Design / Acceptance into Service. This includes scheduling and supporting governance forums, ensuring required records and evidence are captured in the ITSM toolset, and monitoring adherence to agreed standards so that services are introduced, changed and operated in a controlled, low-risk and value-driven manner. This role requires a pragmatic, hands-on individual who is comfortable balancing governance with delivery. The IT Process Analyst works closely with technical teams, service owners, vendors and business stakeholders to prepare information, highlight risks and non-compliance, and escalate decision points to the appropriate process owner or forum. Support the day-to-day running of assigned ITSM processes by following defined steps, keeping records up to date, completing basic compliance checks, and producing routine management information (MI). Flag risks, exceptions and decision points and escalate them to the appropriate process owner(s) or forum for direction and approval. Maintain and update process documentation (policies, procedures, workflows, controls, RACI, templates) using agreed templates, and route changes to the appropriate process owner/governance forum for review and approval. Support alignment of ITSM processes with ITIL practices, firm policies, security standards and regulatory requirements by completing routine evidence checks, recording observations, and escalating exceptions and non-compliance for review. Change Management: perform initial quality checks on change records (e.g., risk/impact, test evidence, back-out plans, communications), coordinate scheduling and communications, and ensure the change is routed to the appropriate authority for approval. CAB support: assist with meeting logistics, prepare and circulate agendas and change packs, capture decisions and actions, publish notes/minutes, and follow up on actions to closure. Monitor change outcomes (e.g., success/failure, incidents linked to change) and assist with post-implementation reviews (PIRs). Ensure follow-up actions are logged and assigned to the relevant teams, and escalate overdue actions and risks as required. Problem Management: support the problem lifecycle by ensuring records are logged and kept up to date, assisting with prioritisation and progress tracking, and coordinating inputs from technical teams. Arrange and document root cause analysis sessions under guidance, and maintain the known error record and remediation action log, escalating overdue actions and risks to the process owner. Produce basic trend reports using incident/problem data (e.g., recurring themes, volumes, categories) and share findings with the process owner/manager to support improvement discussions and prioritisation. Service Design / Acceptance into Service: support the service readiness process by checking that required artefacts are provided (e.g., support model, documentation, monitoring, SLAs, knowledge articles, training), coordinating reviews and sign-offs, and tracking actions to completion. Support service transition by coordinating updates between project delivery, technical teams and service operations, and escalating readiness risks where acceptance criteria are not met. Work with ITSM tool owners and vendors to raise requests, assist with testing of agreed configurations, and confirm that tooling and reports support the documented process steps. Support process adoption by using approved guidance materials, assisting with training/briefings, and responding to day-to-day queries on how to follow the process and use the toolset, escalating complex queries where needed. Decision rights: this role works under guidance and does not approve changes, accept services into live support, or own remediation delivery. The role highlights issues and escalates decisions, risks and exceptions to the appropriate process owner, CAB, service owner or leadership forum. What you will have Experience: Strong working knowledge of ITIL frameworks. Minimum 5+ years working within an IT environment. Proven stakeholder engagement and communication skills. Proven ability to adopt, drive, and promote continual service improvement, using data, insight, and stakeholder feedback to enhance service performance, tooling effectiveness, and user experience. Personal: Comfortable wearing multiple hats and balancing governance with delivery. Strong analytical and problem solving skills, with the ability to identify root causes and pragmatic solutions Confident communicator with the ability to influence and challenge constructively. Highly organised, with the ability to manage competing priorities across multiple processes and initiatives. Strong focus on operational excellence, risk management and service quality Excellent stakeholder engagement and communication skills. Strong focus on continuous improvement, optimisation, and delivering operational excellence. Always promotes the firm's values and fosters collaborative working relationships with a wide range of people and departments. Degree qualified - preferred ITIL v4 Certification - preferred What we can offer you To learn more about the culture and benefits available at A&O Shearman, please visit: Culture and benefits A&O Shearman careers Should you require additional support at any stage of the recruitment process due to a disability or a health condition, please do not hesitate to contact a member of our recruitment team who will work with you to provide any adjustments as required. We are an equal opportunities recruiter and do not discriminate on the basis of race, colour, sex, religion, sexual orientation, national origin, disability, or any other protected characteristic. NO AGENCIES PLEASE - A&O Shearman does not accept unsolicited CVs. For further information, please see our UK Recruitment Agency Policy and our commitment to direct sourcing here .
Jul 16, 2026
Full time
What you will do Reporting to the Global Service Desk Senior Manager, the IT Process Analyst supports the operation, governance cadence and continual improvement of IT service management (ITSM) processes across the firm. The role executes defined process activities, maintains process documentation and controls, and provides reporting and coordination to enable designated process owners and stakeholders to make decisions and drive outcomes. As part of the Global Service Desk function, the role coordinates and administers key ITSM practices including Change & Release Management, Problem Management, and Service Design / Acceptance into Service. This includes scheduling and supporting governance forums, ensuring required records and evidence are captured in the ITSM toolset, and monitoring adherence to agreed standards so that services are introduced, changed and operated in a controlled, low-risk and value-driven manner. This role requires a pragmatic, hands-on individual who is comfortable balancing governance with delivery. The IT Process Analyst works closely with technical teams, service owners, vendors and business stakeholders to prepare information, highlight risks and non-compliance, and escalate decision points to the appropriate process owner or forum. Support the day-to-day running of assigned ITSM processes by following defined steps, keeping records up to date, completing basic compliance checks, and producing routine management information (MI). Flag risks, exceptions and decision points and escalate them to the appropriate process owner(s) or forum for direction and approval. Maintain and update process documentation (policies, procedures, workflows, controls, RACI, templates) using agreed templates, and route changes to the appropriate process owner/governance forum for review and approval. Support alignment of ITSM processes with ITIL practices, firm policies, security standards and regulatory requirements by completing routine evidence checks, recording observations, and escalating exceptions and non-compliance for review. Change Management: perform initial quality checks on change records (e.g., risk/impact, test evidence, back-out plans, communications), coordinate scheduling and communications, and ensure the change is routed to the appropriate authority for approval. CAB support: assist with meeting logistics, prepare and circulate agendas and change packs, capture decisions and actions, publish notes/minutes, and follow up on actions to closure. Monitor change outcomes (e.g., success/failure, incidents linked to change) and assist with post-implementation reviews (PIRs). Ensure follow-up actions are logged and assigned to the relevant teams, and escalate overdue actions and risks as required. Problem Management: support the problem lifecycle by ensuring records are logged and kept up to date, assisting with prioritisation and progress tracking, and coordinating inputs from technical teams. Arrange and document root cause analysis sessions under guidance, and maintain the known error record and remediation action log, escalating overdue actions and risks to the process owner. Produce basic trend reports using incident/problem data (e.g., recurring themes, volumes, categories) and share findings with the process owner/manager to support improvement discussions and prioritisation. Service Design / Acceptance into Service: support the service readiness process by checking that required artefacts are provided (e.g., support model, documentation, monitoring, SLAs, knowledge articles, training), coordinating reviews and sign-offs, and tracking actions to completion. Support service transition by coordinating updates between project delivery, technical teams and service operations, and escalating readiness risks where acceptance criteria are not met. Work with ITSM tool owners and vendors to raise requests, assist with testing of agreed configurations, and confirm that tooling and reports support the documented process steps. Support process adoption by using approved guidance materials, assisting with training/briefings, and responding to day-to-day queries on how to follow the process and use the toolset, escalating complex queries where needed. Decision rights: this role works under guidance and does not approve changes, accept services into live support, or own remediation delivery. The role highlights issues and escalates decisions, risks and exceptions to the appropriate process owner, CAB, service owner or leadership forum. What you will have Experience: Strong working knowledge of ITIL frameworks. Minimum 5+ years working within an IT environment. Proven stakeholder engagement and communication skills. Proven ability to adopt, drive, and promote continual service improvement, using data, insight, and stakeholder feedback to enhance service performance, tooling effectiveness, and user experience. Personal: Comfortable wearing multiple hats and balancing governance with delivery. Strong analytical and problem solving skills, with the ability to identify root causes and pragmatic solutions Confident communicator with the ability to influence and challenge constructively. Highly organised, with the ability to manage competing priorities across multiple processes and initiatives. Strong focus on operational excellence, risk management and service quality Excellent stakeholder engagement and communication skills. Strong focus on continuous improvement, optimisation, and delivering operational excellence. Always promotes the firm's values and fosters collaborative working relationships with a wide range of people and departments. Degree qualified - preferred ITIL v4 Certification - preferred What we can offer you To learn more about the culture and benefits available at A&O Shearman, please visit: Culture and benefits A&O Shearman careers Should you require additional support at any stage of the recruitment process due to a disability or a health condition, please do not hesitate to contact a member of our recruitment team who will work with you to provide any adjustments as required. We are an equal opportunities recruiter and do not discriminate on the basis of race, colour, sex, religion, sexual orientation, national origin, disability, or any other protected characteristic. NO AGENCIES PLEASE - A&O Shearman does not accept unsolicited CVs. For further information, please see our UK Recruitment Agency Policy and our commitment to direct sourcing here .
IT Service Management Analyst (ITSM) Hybrid - 2 days per week in the office Leeds / Bradford To £45,000 Are you passionate about driving service excellence, leading critical IT processes, and shaping the future of IT Service Management? We're recruiting for an award-winning, growing technology organisation seeking an IT Service Management Analyst to play a key role in delivering and improving IT services across Major Incident, Change, Problem Management, Service Transition and CAB processes. This role offers the opportunity to take ownership of Change Management, including supporting CAB processes, and Major Incident Management, while playing a key role in governance, compliance, service improvement, and the continued development of the ITSM function You'll work with modern ITSM tooling, including Jira Service Management , supporting service reporting, workflow improvements, process optimisation, and data-driven decision making. This is a fantastic opportunity to join a business investing in its ITSM capability, with a genuine pathway to progress into an ITSM Lead role. We're looking for: ITIL-certified professionals with experience across Major Incident and Change Management Strong understanding of ITIL best practices and service governance Confidence managing change requests, facilitating CAB discussions, and ensuring effective change governance Experience in Problem Management, Root Cause Analysis, and Service Reporting Hands-on experience with Jira Service Management (desirable) Apply today or get in touch for a confidential discussion.
Jul 16, 2026
Full time
IT Service Management Analyst (ITSM) Hybrid - 2 days per week in the office Leeds / Bradford To £45,000 Are you passionate about driving service excellence, leading critical IT processes, and shaping the future of IT Service Management? We're recruiting for an award-winning, growing technology organisation seeking an IT Service Management Analyst to play a key role in delivering and improving IT services across Major Incident, Change, Problem Management, Service Transition and CAB processes. This role offers the opportunity to take ownership of Change Management, including supporting CAB processes, and Major Incident Management, while playing a key role in governance, compliance, service improvement, and the continued development of the ITSM function You'll work with modern ITSM tooling, including Jira Service Management , supporting service reporting, workflow improvements, process optimisation, and data-driven decision making. This is a fantastic opportunity to join a business investing in its ITSM capability, with a genuine pathway to progress into an ITSM Lead role. We're looking for: ITIL-certified professionals with experience across Major Incident and Change Management Strong understanding of ITIL best practices and service governance Confidence managing change requests, facilitating CAB discussions, and ensuring effective change governance Experience in Problem Management, Root Cause Analysis, and Service Reporting Hands-on experience with Jira Service Management (desirable) Apply today or get in touch for a confidential discussion.
hackajob is collaborating with DXC Technology to connect them with exceptional professionals for this role. Job Description: Location: Farnborough, Hampshire, UK Employment Type: Permanent, Full-Time Security Clearance: Developed Vetting (DV) - Essential DXC Technology is seeking a highly skilled Master Scheduler to support delivery across a secure, high-profile client environment. This is a critical role responsible for developing, maintaining, and assuring integrated project and programme schedules, ensuring alignment across multiple workstreams, dependencies, and stakeholders. At DXC Technology, we are committed to creating an inclusive workplace where everyone can thrive. We actively encourage applications from neurodiverse individuals, women, and other underrepresented groups in technology. Job Description Lead and manage the IT Service Management (ITSM) Service Desk operation, ensuring the delivery of high-quality IT support services aligned with ITIL best practices. Drive exceptional customer experience while maintaining Service Level Agreement (SLA) compliance and fostering a culture of continual service improvement. Act as the single point of accountability for Service Desk performance, representing the function to senior leadership and client stakeholders. Reporting Line Reports to: Operational Service Management (OSM) Manager / IT Service Delivery Director Direct Reports: Service Desk Team Leads, Senior Service Desk Analysts, Service Desk Analysts Key Responsibilities Service Delivery & SLA Management Own end-to-end Service Desk operations, ensuring all agreed Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) are consistently met or exceeded Monitor and report on service performance metrics including First Contact Resolution (FCR), Average Handle Time (AHT), Customer Satisfaction (CSAT), Net Promoter Score (NPS), abandonment rates, and ticket volumes Manage incident escalation processes to minimise business impact and ensure timely resolution Conduct regular service reviews with stakeholders, presenting performance data, trend analysis, and improvement plans Ensure accurate and timely production of daily, weekly, and monthly operational reports Manage service desk budgets, forecasting costs, and identifying cost optimisation opportunities Oversee vendor and third-party supplier relationships relevant to Service Desk tooling and services Ensure Business Continuity and Disaster Recovery plans are in place and tested for the Service Desk function ITIL Best Practice Ensure Service Desk operations are aligned with ITIL 4 frameworks, specifically Incident Management, Request Fulfilment, Knowledge Management, Problem Management, and Service Request Management Maintain and improve standard operating procedures (SOPs), work instructions, runbooks, and knowledge articles Drive adoption of ITIL processes across the team, ensuring consistent and repeatable service delivery Support Major Incident Management (MIM) and contribute to Problem Management activities to reduce repeat incidents Ensure effective Change Enablement awareness within the team to minimise change-related incidents Govern the Service Catalogue, ensuring offerings are current, clearly defined, and aligned to business needs Ensure compliance with Information Security Management policies and data protection regulations (e.g., GDPR) Customer Experience Champion a customer-first culture across the Service Desk team, embedding customer experience into every interaction Analyse customer feedback (CSAT/NPS) and implement targeted improvements based on insights Ensure professional, empathetic, and efficient communication at all customer touchpoints - phone, email, chat, portal, and walk-up Build and maintain strong relationships with key business stakeholders through regular engagement Act as the escalation point for customer complaints, ensuring swift and satisfactory resolution within agreed timeframes Design and implement customer journey mapping to identify pain points and optimise the support experience Develop and maintain a communication strategy for planned outages, service changes, and major incidents Establish and monitor Voice of the Customer (VoC) programmes to capture qualitative and quantitative feedback Continual Service Improvement (CSI) Identify, propose, and implement service improvements through data-driven analysis and trend identification Maintain a CSI register, tracking improvement initiatives from identification through to realisation of benefits Leverage automation, AI, and self-service opportunities to improve efficiency and user experience Conduct root cause analysis on SLA breaches and recurring issues, implementing corrective and preventive actions Benchmark service performance against industry standards and best practices (e.g., SDI, HDI benchmarks) Lead regular improvement workshops with the team to generate ideas and foster innovation Implement shift-left strategies to empower Level 1 resolution and reduce unnecessary escalations Track and report on improvement initiative ROI and business value delivered People Management & Development Lead, coach, and develop a team of Service Desk Analysts and Team Leads (typically 15-50+ staff) Manage workforce planning, shift scheduling, and resource allocation to meet demand across 24/7 or extended hours operations Conduct regular 1:1s, performance reviews, and personal development planning Foster a positive, high-performance team culture with clear accountability and recognition Identify training needs and ensure the team maintains relevant technical and ITIL certifications Manage recruitment, onboarding, and retention strategies to minimise attrition Implement quality assurance frameworks including call monitoring, ticket audits, and coaching programmes Promote diversity, inclusion, and wellbeing within the team Manage absence, performance issues, and disciplinary matters in line with HR policies Technology & Tooling Oversee the effective use and configuration of ITSM platforms Drive adoption of self-service portals, knowledge bases, and virtual agent/chatbot technologies Identify and implement automation opportunities (e.g., password resets, ticket routing, auto-categorisation) Ensure telephony/ACD systems are optimised for call routing, IVR, and reporting Collaborate with IT teams on tool enhancements, integrations, and upgrades Evaluate emerging technologies and make recommendations for adoption At DXC Technology, we believe strong connections and community are key to our success. Our work model prioritizes in-person collaboration while offering flexibility to support wellbeing, productivity, individual work styles, and life circumstances. We're committed to fostering an inclusive environment where everyone can thrive. Recruitment fraud is a scheme in which fictitious job opportunities are offered to job seekers typically through online services, such as false websites, or through unsolicited emails claiming to be from the company. These emails may request recipients to provide personal information or to make payments as part of their illegitimate recruiting process. DXC does not make offers of employment via social media networks and DXC never asks for any money or payments from applicants at any point in the recruitment process, nor ask a job seeker to purchase IT or other equipment on our behalf. More information on employment scams is available here .
Jul 15, 2026
Full time
hackajob is collaborating with DXC Technology to connect them with exceptional professionals for this role. Job Description: Location: Farnborough, Hampshire, UK Employment Type: Permanent, Full-Time Security Clearance: Developed Vetting (DV) - Essential DXC Technology is seeking a highly skilled Master Scheduler to support delivery across a secure, high-profile client environment. This is a critical role responsible for developing, maintaining, and assuring integrated project and programme schedules, ensuring alignment across multiple workstreams, dependencies, and stakeholders. At DXC Technology, we are committed to creating an inclusive workplace where everyone can thrive. We actively encourage applications from neurodiverse individuals, women, and other underrepresented groups in technology. Job Description Lead and manage the IT Service Management (ITSM) Service Desk operation, ensuring the delivery of high-quality IT support services aligned with ITIL best practices. Drive exceptional customer experience while maintaining Service Level Agreement (SLA) compliance and fostering a culture of continual service improvement. Act as the single point of accountability for Service Desk performance, representing the function to senior leadership and client stakeholders. Reporting Line Reports to: Operational Service Management (OSM) Manager / IT Service Delivery Director Direct Reports: Service Desk Team Leads, Senior Service Desk Analysts, Service Desk Analysts Key Responsibilities Service Delivery & SLA Management Own end-to-end Service Desk operations, ensuring all agreed Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) are consistently met or exceeded Monitor and report on service performance metrics including First Contact Resolution (FCR), Average Handle Time (AHT), Customer Satisfaction (CSAT), Net Promoter Score (NPS), abandonment rates, and ticket volumes Manage incident escalation processes to minimise business impact and ensure timely resolution Conduct regular service reviews with stakeholders, presenting performance data, trend analysis, and improvement plans Ensure accurate and timely production of daily, weekly, and monthly operational reports Manage service desk budgets, forecasting costs, and identifying cost optimisation opportunities Oversee vendor and third-party supplier relationships relevant to Service Desk tooling and services Ensure Business Continuity and Disaster Recovery plans are in place and tested for the Service Desk function ITIL Best Practice Ensure Service Desk operations are aligned with ITIL 4 frameworks, specifically Incident Management, Request Fulfilment, Knowledge Management, Problem Management, and Service Request Management Maintain and improve standard operating procedures (SOPs), work instructions, runbooks, and knowledge articles Drive adoption of ITIL processes across the team, ensuring consistent and repeatable service delivery Support Major Incident Management (MIM) and contribute to Problem Management activities to reduce repeat incidents Ensure effective Change Enablement awareness within the team to minimise change-related incidents Govern the Service Catalogue, ensuring offerings are current, clearly defined, and aligned to business needs Ensure compliance with Information Security Management policies and data protection regulations (e.g., GDPR) Customer Experience Champion a customer-first culture across the Service Desk team, embedding customer experience into every interaction Analyse customer feedback (CSAT/NPS) and implement targeted improvements based on insights Ensure professional, empathetic, and efficient communication at all customer touchpoints - phone, email, chat, portal, and walk-up Build and maintain strong relationships with key business stakeholders through regular engagement Act as the escalation point for customer complaints, ensuring swift and satisfactory resolution within agreed timeframes Design and implement customer journey mapping to identify pain points and optimise the support experience Develop and maintain a communication strategy for planned outages, service changes, and major incidents Establish and monitor Voice of the Customer (VoC) programmes to capture qualitative and quantitative feedback Continual Service Improvement (CSI) Identify, propose, and implement service improvements through data-driven analysis and trend identification Maintain a CSI register, tracking improvement initiatives from identification through to realisation of benefits Leverage automation, AI, and self-service opportunities to improve efficiency and user experience Conduct root cause analysis on SLA breaches and recurring issues, implementing corrective and preventive actions Benchmark service performance against industry standards and best practices (e.g., SDI, HDI benchmarks) Lead regular improvement workshops with the team to generate ideas and foster innovation Implement shift-left strategies to empower Level 1 resolution and reduce unnecessary escalations Track and report on improvement initiative ROI and business value delivered People Management & Development Lead, coach, and develop a team of Service Desk Analysts and Team Leads (typically 15-50+ staff) Manage workforce planning, shift scheduling, and resource allocation to meet demand across 24/7 or extended hours operations Conduct regular 1:1s, performance reviews, and personal development planning Foster a positive, high-performance team culture with clear accountability and recognition Identify training needs and ensure the team maintains relevant technical and ITIL certifications Manage recruitment, onboarding, and retention strategies to minimise attrition Implement quality assurance frameworks including call monitoring, ticket audits, and coaching programmes Promote diversity, inclusion, and wellbeing within the team Manage absence, performance issues, and disciplinary matters in line with HR policies Technology & Tooling Oversee the effective use and configuration of ITSM platforms Drive adoption of self-service portals, knowledge bases, and virtual agent/chatbot technologies Identify and implement automation opportunities (e.g., password resets, ticket routing, auto-categorisation) Ensure telephony/ACD systems are optimised for call routing, IVR, and reporting Collaborate with IT teams on tool enhancements, integrations, and upgrades Evaluate emerging technologies and make recommendations for adoption At DXC Technology, we believe strong connections and community are key to our success. Our work model prioritizes in-person collaboration while offering flexibility to support wellbeing, productivity, individual work styles, and life circumstances. We're committed to fostering an inclusive environment where everyone can thrive. Recruitment fraud is a scheme in which fictitious job opportunities are offered to job seekers typically through online services, such as false websites, or through unsolicited emails claiming to be from the company. These emails may request recipients to provide personal information or to make payments as part of their illegitimate recruiting process. DXC does not make offers of employment via social media networks and DXC never asks for any money or payments from applicants at any point in the recruitment process, nor ask a job seeker to purchase IT or other equipment on our behalf. More information on employment scams is available here .
Key Details at a Glance Role: Security Incident Response Engineer Location: Warrington - hybrid, typically 2 days per week on site Contract length: 6 months (with strong potential for extension based on performance and project needs) IR35 status: Out of Scope Rate: 100/hour Clearance: Existing SC preferred or strong eligible candidates Day-to-day environment: Digital / Cyber, working closely with Cyber Operations / CSOC What You Would Be Doing This role sits at the intersection of cyber operations and ServiceNow engineering. You would be responsible for designing and embedding robust incident response capabilities in the ServiceNow Security Incident Response (SIR) module, closely aligned to NCSC and best-practice frameworks. ServiceNow SIR workflow design & development Review existing incident processes and translate them into effective ServiceNow SIR workflows, covering triage, escalation paths, case lifecycle, evidence management, and integration with CSOC tooling. Platform configuration & enhancement Configure and customise SIR forms, fields, templates, routing rules, severity models, and guided response actions. You will also identify gaps in capability and define enhancements in line with platform governance and architecture standards. Systems integration & automation Support integration of SIR with SIEM/SOC tools, threat intelligence feeds, SOAR modules, email ingestion, and ITSM processes (Change, Problem, Incident). A key focus is on building automations that reduce manual effort and improve response times. Data, reporting & dashboards Define and implement operational dashboards for CSOC analysts, KPIs for senior management, and compliance/audit-ready reporting. You will help ensure clear visibility of incident trends, response performance, and workflow bottlenecks. Documentation & playbooks Translate existing cyber response processes into guided SIR workflows and create user guides, SOPs, technical configuration documentation, data flow diagrams, and integration maps to support long-term maintainability. Training & BAU handover Deliver hands-on training for Cyber Operations and process owners, and provide detailed handover materials to embed SIR into BAU operations. What Our Client Is Looking For Proven ServiceNow experience, ideally with a strong focus on SecOps / SIR . Solid background in cyber security and incident response , ideally within SOC/CSOC or similar environments. Comfortable engaging with stakeholders across Cyber Operations, IT, and senior management, with the ability to explain both technical detail and business impact. Experience working in or with public sector / regulated environments is beneficial but not essential if you bring strong SIR and IR credentials. Why This Contract Might Appeal to You Opportunity to shape and build a critical incident response capability on ServiceNow rather than simply maintaining an existing setup. Direct impact on how a major organisation responds to cyber incidents, with visibility to senior stakeholders. Hybrid working model, combining meaningful on-site collaboration with flexibility. Work within the Cyber / Public Sector space, contributing to the protection of nationally important services.
Jul 15, 2026
Contractor
Key Details at a Glance Role: Security Incident Response Engineer Location: Warrington - hybrid, typically 2 days per week on site Contract length: 6 months (with strong potential for extension based on performance and project needs) IR35 status: Out of Scope Rate: 100/hour Clearance: Existing SC preferred or strong eligible candidates Day-to-day environment: Digital / Cyber, working closely with Cyber Operations / CSOC What You Would Be Doing This role sits at the intersection of cyber operations and ServiceNow engineering. You would be responsible for designing and embedding robust incident response capabilities in the ServiceNow Security Incident Response (SIR) module, closely aligned to NCSC and best-practice frameworks. ServiceNow SIR workflow design & development Review existing incident processes and translate them into effective ServiceNow SIR workflows, covering triage, escalation paths, case lifecycle, evidence management, and integration with CSOC tooling. Platform configuration & enhancement Configure and customise SIR forms, fields, templates, routing rules, severity models, and guided response actions. You will also identify gaps in capability and define enhancements in line with platform governance and architecture standards. Systems integration & automation Support integration of SIR with SIEM/SOC tools, threat intelligence feeds, SOAR modules, email ingestion, and ITSM processes (Change, Problem, Incident). A key focus is on building automations that reduce manual effort and improve response times. Data, reporting & dashboards Define and implement operational dashboards for CSOC analysts, KPIs for senior management, and compliance/audit-ready reporting. You will help ensure clear visibility of incident trends, response performance, and workflow bottlenecks. Documentation & playbooks Translate existing cyber response processes into guided SIR workflows and create user guides, SOPs, technical configuration documentation, data flow diagrams, and integration maps to support long-term maintainability. Training & BAU handover Deliver hands-on training for Cyber Operations and process owners, and provide detailed handover materials to embed SIR into BAU operations. What Our Client Is Looking For Proven ServiceNow experience, ideally with a strong focus on SecOps / SIR . Solid background in cyber security and incident response , ideally within SOC/CSOC or similar environments. Comfortable engaging with stakeholders across Cyber Operations, IT, and senior management, with the ability to explain both technical detail and business impact. Experience working in or with public sector / regulated environments is beneficial but not essential if you bring strong SIR and IR credentials. Why This Contract Might Appeal to You Opportunity to shape and build a critical incident response capability on ServiceNow rather than simply maintaining an existing setup. Direct impact on how a major organisation responds to cyber incidents, with visibility to senior stakeholders. Hybrid working model, combining meaningful on-site collaboration with flexibility. Work within the Cyber / Public Sector space, contributing to the protection of nationally important services.
Contract Service Desk Manager (1st Line & Request Fulfilment) Location: Preston (5 days per week on-site) Contract: Initial 6 months IR35: Outside IR35 Rate: DOE Start: Immediate/Next few weeks The Opportunity We're looking for an experienced Service Desk Manager to join a large enterprise technology function on an initial six-month contract. This is a hands-on leadership role where you'll take ownership of a busy 1st Line Service Desk supporting several thousand users. The focus is on improving service quality, increasing operational efficiency, driving automation and creating a high-performing customer-focused support function. You'll work alongside senior technology leaders to improve service operations, enhance colleague experience and deliver measurable improvements across people, process and technology. Key Responsibilities Lead the day-to-day operation of a large-scale 1st Line Service Desk. Improve SLA, XLA, CSAT and First Contact Resolution performance. Optimise ticket triage, routing and request fulfilment processes. Drive self-service, automation and shift-left initiatives. Own service reporting, operational metrics and continual improvement activities. Improve knowledge management and reduce recurring incidents. Lead and develop Service Desk Team Leaders and Analysts. Support Major Incident response and service recovery activities. Work closely with Infrastructure, Engineering, Security and business stakeholders. Identify opportunities to simplify support processes and improve customer experience. Essential Experience We're looking for someone who has experience leading enterprise-scale Service Desk operations, including: Managing Service Desk teams supporting thousands of users. ITIL Service Management. ServiceNow, Freshservice, Jira Service Management or similar ITSM platforms. Strong operational reporting and KPI management. Continual Service Improvement (CSI). Request Fulfilment and Knowledge Management. Service Desk transformation or operational improvement programmes. Building high-performing support teams. Managing suppliers and internal stakeholders. Major Incident Management. Desirable Experience delivering Service Desk automation. Exposure to AI-assisted Service Management. ITIL v4 certification. Knowledge of Microsoft Power Platform or Copilot. Experience within large enterprise or multi-site organisations. About You You'll be a delivery-focused Service Desk leader who enjoys improving how technology support operates. You're comfortable working in fast-paced enterprise environments, using data to drive decisions and bringing structure, pace and accountability to operational teams. You'll be equally comfortable leading people, engaging senior stakeholders and rolling your sleeves up to improve processes where required. Contract Details Initial 6-month contract Outside IR35 5 days per week on-site in Preston Rate: DOE Immediate start preferred (within the next few weeks) If you're available immediately or becoming available shortly and have a proven background in leading enterprise Service Desk operations, we'd be keen to hear from you.
Jul 15, 2026
Contractor
Contract Service Desk Manager (1st Line & Request Fulfilment) Location: Preston (5 days per week on-site) Contract: Initial 6 months IR35: Outside IR35 Rate: DOE Start: Immediate/Next few weeks The Opportunity We're looking for an experienced Service Desk Manager to join a large enterprise technology function on an initial six-month contract. This is a hands-on leadership role where you'll take ownership of a busy 1st Line Service Desk supporting several thousand users. The focus is on improving service quality, increasing operational efficiency, driving automation and creating a high-performing customer-focused support function. You'll work alongside senior technology leaders to improve service operations, enhance colleague experience and deliver measurable improvements across people, process and technology. Key Responsibilities Lead the day-to-day operation of a large-scale 1st Line Service Desk. Improve SLA, XLA, CSAT and First Contact Resolution performance. Optimise ticket triage, routing and request fulfilment processes. Drive self-service, automation and shift-left initiatives. Own service reporting, operational metrics and continual improvement activities. Improve knowledge management and reduce recurring incidents. Lead and develop Service Desk Team Leaders and Analysts. Support Major Incident response and service recovery activities. Work closely with Infrastructure, Engineering, Security and business stakeholders. Identify opportunities to simplify support processes and improve customer experience. Essential Experience We're looking for someone who has experience leading enterprise-scale Service Desk operations, including: Managing Service Desk teams supporting thousands of users. ITIL Service Management. ServiceNow, Freshservice, Jira Service Management or similar ITSM platforms. Strong operational reporting and KPI management. Continual Service Improvement (CSI). Request Fulfilment and Knowledge Management. Service Desk transformation or operational improvement programmes. Building high-performing support teams. Managing suppliers and internal stakeholders. Major Incident Management. Desirable Experience delivering Service Desk automation. Exposure to AI-assisted Service Management. ITIL v4 certification. Knowledge of Microsoft Power Platform or Copilot. Experience within large enterprise or multi-site organisations. About You You'll be a delivery-focused Service Desk leader who enjoys improving how technology support operates. You're comfortable working in fast-paced enterprise environments, using data to drive decisions and bringing structure, pace and accountability to operational teams. You'll be equally comfortable leading people, engaging senior stakeholders and rolling your sleeves up to improve processes where required. Contract Details Initial 6-month contract Outside IR35 5 days per week on-site in Preston Rate: DOE Immediate start preferred (within the next few weeks) If you're available immediately or becoming available shortly and have a proven background in leading enterprise Service Desk operations, we'd be keen to hear from you.
An exciting opportunity has arisen to join our growing ICT Department as a member of the InfoSec team, working in a dynamic and fast-paced environment with new challenges every day, based in our Manchester Head Office. Having rationalised our infrastructure and established a modern, cloud-first security stack, it is an exciting time to join the business as we mature our detection, response, and automation capabilities across a global estate. You will work collaboratively with the business and the wider IT team - Infrastructure, Network, Development, DevOps, and Service Desk - to provide security and governance for existing and new services. The purpose of this role is to deliver the day-to-day security operations of the InfoSec Team and to act as a first point of escalation and support for our Junior and Graduate analysts. Reporting to the Associate Director - Cyber Security, you will work closely with other team members, IT colleagues, and the wider business to ensure a consistent approach to information and cyber security across all areas of IT. You will analyse security events, investigate alerts, identify issues, and recommend and implement solutions, while keeping up to date with current threats, technologies, and techniques. You will be responsible for daily security operations, ensuring risks are identified and resolved in a timely manner. In practice, this means managing tickets and requests through Halo ITSM and working daily with Palo Alto Cortex XSIAM and XSOAR, Cortex XDR, Microsoft Purview, Mimecast, Abnormal, Nessus, and Microsoft 365. You will participate in security investigations and incident response, responding to events involving malware, data loss, phishing, or network intrusion, and supporting our data protection and vulnerability management activity. You will work both independently and collaboratively, sharing knowledge openly and supporting your colleagues across all regions. You will follow security best practice, apply the principles of layered security, and serve as a trusted resource to the wider business on all matters of information and cyber security. This is a customer-facing role, so you will be a strong communicator, able to explain complex concepts clearly to both technical and non-technical audiences, with your input helping to shape and improve our day-to-day monitoring, detection, and response. You will be self-motivated, bringing the knowledge and experience gained in previous roles, genuinely passionate about data and cyber security, and committed to continued learning and professional development. Key Objectives and Responsibilities Daily Operations & Incident Handling Manage day-to-day security tickets, requests, and alerts through Halo ITSM, meeting SLAs and making full use of existing automation. Monitor, triage, and investigate alerts within Palo Alto Cortex XSIAM, responding and escalating as required. Respond to security incidents involving malware, data loss, phishing, or network intrusion, following established playbooks and incident response processes. Manage email security operations across Mimecast and Abnormal, including releases, journal pulls, and reported-phishing investigations. Monitor threat feeds and threat intelligence, applying relevant findings to the environment. Maintain and tune detections, correlation rules, and Cortex XSOAR playbooks to reduce noise and improve response times. Identify opportunities for automation and continual improvement across monitoring and response workflows. Contribute to the development and upkeep of SOC processes, runbooks, and documentation. Run and interpret vulnerability scans using Nessus, tracking remediation through to closure with the relevant teams. Support endpoint security and patch compliance across the Windows and macOS estates, working with Intune, Jamf, Alectrona, and Cortex XDR. Data Protection & Compliance Support and monitor the company's Data Loss Prevention controls within Microsoft Purview, and data classification through Azure Information Protection labelling. Help maintain the evidence and controls that support the company's accreditations, including ISO/IEC 27001, 27017, and 27018, Cyber Essentials Plus, and SOC 2. Learn and apply the principles of risk and information governance within the context of cyber security. Experience and Technical Requirements Two or more years' experience in a cyber security, SOC, or information security analyst role. Experience working within an ISO/IEC 27001 (or equivalent) accredited environment. Familiarity with ITIL service management processes, particularly Incident, Request, Change, and Problem management. Understanding of GDPR, data protection, and information governance. Hands-on experience with a SIEM platform (Cortex XSIAM, Microsoft Sentinel, Splunk, or equivalent). Experience with, or a strong aptitude to learn, SOAR and automation tooling (Cortex XSOAR). Experience with Endpoint Detection and Response (Cortex XDR or an equivalent EDR/XDR platform). Experience with email security platforms (O365, Mimecast, Abnormal, or equivalent). Understanding of Data Loss Prevention and data classification (Microsoft Purview and Azure labelling, or equivalent). Experience with vulnerability scanning and management (Nessus or equivalent). Working knowledge of endpoint management across Windows and macOS (Intune, Jamf). Strong knowledge of cloud environments, including Microsoft Azure, AWS, and Microsoft 365. Understanding of layered security, threat hunting, and incident response. Qualifications A degree in a computer-related subject, or equivalent experience in cyber security. Holding, or actively working towards, relevant industry certifications (e.g. SANS GCIH, EC-Council CEH, ISC2 SSCP, CompTIA CySA+, Blue Team Level 1, Microsoft SC-200, or equivalent), with a genuine commitment to continued professional development. Benefits 25 Days Holiday + Bank Holidays Day off for your birthday Health Shield Cash Plan Cycle to Work Scheme Train Season Ticket Scheme Profit Share Scheme Contributory company pension scheme Access to the Employee Assistance Programme (EAP) 51903MS INDMANS The Portfolio Group are acting on behalf of our client in recruiting for this position.
Jul 15, 2026
Full time
An exciting opportunity has arisen to join our growing ICT Department as a member of the InfoSec team, working in a dynamic and fast-paced environment with new challenges every day, based in our Manchester Head Office. Having rationalised our infrastructure and established a modern, cloud-first security stack, it is an exciting time to join the business as we mature our detection, response, and automation capabilities across a global estate. You will work collaboratively with the business and the wider IT team - Infrastructure, Network, Development, DevOps, and Service Desk - to provide security and governance for existing and new services. The purpose of this role is to deliver the day-to-day security operations of the InfoSec Team and to act as a first point of escalation and support for our Junior and Graduate analysts. Reporting to the Associate Director - Cyber Security, you will work closely with other team members, IT colleagues, and the wider business to ensure a consistent approach to information and cyber security across all areas of IT. You will analyse security events, investigate alerts, identify issues, and recommend and implement solutions, while keeping up to date with current threats, technologies, and techniques. You will be responsible for daily security operations, ensuring risks are identified and resolved in a timely manner. In practice, this means managing tickets and requests through Halo ITSM and working daily with Palo Alto Cortex XSIAM and XSOAR, Cortex XDR, Microsoft Purview, Mimecast, Abnormal, Nessus, and Microsoft 365. You will participate in security investigations and incident response, responding to events involving malware, data loss, phishing, or network intrusion, and supporting our data protection and vulnerability management activity. You will work both independently and collaboratively, sharing knowledge openly and supporting your colleagues across all regions. You will follow security best practice, apply the principles of layered security, and serve as a trusted resource to the wider business on all matters of information and cyber security. This is a customer-facing role, so you will be a strong communicator, able to explain complex concepts clearly to both technical and non-technical audiences, with your input helping to shape and improve our day-to-day monitoring, detection, and response. You will be self-motivated, bringing the knowledge and experience gained in previous roles, genuinely passionate about data and cyber security, and committed to continued learning and professional development. Key Objectives and Responsibilities Daily Operations & Incident Handling Manage day-to-day security tickets, requests, and alerts through Halo ITSM, meeting SLAs and making full use of existing automation. Monitor, triage, and investigate alerts within Palo Alto Cortex XSIAM, responding and escalating as required. Respond to security incidents involving malware, data loss, phishing, or network intrusion, following established playbooks and incident response processes. Manage email security operations across Mimecast and Abnormal, including releases, journal pulls, and reported-phishing investigations. Monitor threat feeds and threat intelligence, applying relevant findings to the environment. Maintain and tune detections, correlation rules, and Cortex XSOAR playbooks to reduce noise and improve response times. Identify opportunities for automation and continual improvement across monitoring and response workflows. Contribute to the development and upkeep of SOC processes, runbooks, and documentation. Run and interpret vulnerability scans using Nessus, tracking remediation through to closure with the relevant teams. Support endpoint security and patch compliance across the Windows and macOS estates, working with Intune, Jamf, Alectrona, and Cortex XDR. Data Protection & Compliance Support and monitor the company's Data Loss Prevention controls within Microsoft Purview, and data classification through Azure Information Protection labelling. Help maintain the evidence and controls that support the company's accreditations, including ISO/IEC 27001, 27017, and 27018, Cyber Essentials Plus, and SOC 2. Learn and apply the principles of risk and information governance within the context of cyber security. Experience and Technical Requirements Two or more years' experience in a cyber security, SOC, or information security analyst role. Experience working within an ISO/IEC 27001 (or equivalent) accredited environment. Familiarity with ITIL service management processes, particularly Incident, Request, Change, and Problem management. Understanding of GDPR, data protection, and information governance. Hands-on experience with a SIEM platform (Cortex XSIAM, Microsoft Sentinel, Splunk, or equivalent). Experience with, or a strong aptitude to learn, SOAR and automation tooling (Cortex XSOAR). Experience with Endpoint Detection and Response (Cortex XDR or an equivalent EDR/XDR platform). Experience with email security platforms (O365, Mimecast, Abnormal, or equivalent). Understanding of Data Loss Prevention and data classification (Microsoft Purview and Azure labelling, or equivalent). Experience with vulnerability scanning and management (Nessus or equivalent). Working knowledge of endpoint management across Windows and macOS (Intune, Jamf). Strong knowledge of cloud environments, including Microsoft Azure, AWS, and Microsoft 365. Understanding of layered security, threat hunting, and incident response. Qualifications A degree in a computer-related subject, or equivalent experience in cyber security. Holding, or actively working towards, relevant industry certifications (e.g. SANS GCIH, EC-Council CEH, ISC2 SSCP, CompTIA CySA+, Blue Team Level 1, Microsoft SC-200, or equivalent), with a genuine commitment to continued professional development. Benefits 25 Days Holiday + Bank Holidays Day off for your birthday Health Shield Cash Plan Cycle to Work Scheme Train Season Ticket Scheme Profit Share Scheme Contributory company pension scheme Access to the Employee Assistance Programme (EAP) 51903MS INDMANS The Portfolio Group are acting on behalf of our client in recruiting for this position.
An exciting opportunity has arisen to join our growing ICT Department as a junior member of the InfoSec team, working in a dynamic and fast-paced environment with new challenges every day, based in our Manchester Head Office. This is an entry-level role offering a structured route into a rewarding cyber security career. With a modern, cloud-first security stack already in place, it is an exciting time to join the business and learn your craft as we mature our detection, response, and automation capabilities across a global estate. You will work alongside the wider IT team - Infrastructure, Network, Development, DevOps, and Service Desk - gaining a rounded understanding of how security supports the business. The purpose of this role is to build a working knowledge of security operations, protective monitoring, and incident handling by working closely with, and learning from, the wider InfoSec team. Reporting to the Associate Director - Cyber Security, with day-to-day guidance from our Cyber Security Analysts and Senior Cyber Security Analyst, you will develop the skills, knowledge, and confidence to grow into a Cyber Security Analyst over time. You will learn to analyse security alerts and incidents, help identify issues, and support the team in recommending solutions, while building familiarity with the tools we use every day - Palo Alto Cortex XSIAM and XSOAR, Cortex XDR, Microsoft Purview, Mimecast, Abnormal, Nessus, and Microsoft 365. You will manage your assigned tickets and requests through Halo ITSM and, under guidance, support our day-to-day security operations to help ensure risks are identified and resolved in a timely manner. You will support security investigations and incident response - learning how we respond to events involving malware, data loss, phishing, or network intrusion - and begin to apply the principles of layered security, risk, and information governance. You will work both independently and collaboratively, sharing what you learn and contributing openly to team projects and meetings across all regions. We are looking for someone bright, enthusiastic, and quick to learn, with a genuine passion for data and cyber security and a real appetite for problem-solving. You will be a developing communicator, self-motivated, and reliable, and you will be actively encouraged and supported to study towards relevant certifications as part of a genuine commitment to continual learning and professional development. Key Objectives and Responsibilities Daily Operations & Incident Handling Work alongside the team to actively support day-to-day security operations and monitoring. Learn to analyse security alerts and incidents within Cortex XSIAM and respond effectively under guidance. Build familiarity with the organisation's SIEM, SOAR, DLP, email security, and endpoint tooling and processes. Use developing analytical skills to help evaluate risks posed by cyber threats and support reporting for decision-making. Manage assigned tickets and requests through Halo ITSM. Strategic & Developmental Duties Learn how to develop effective controls to detect, prevent, and mitigate cyber-attacks. Provide regular status updates to the team and stakeholders. Support the team in preparing documentation, communications, and reports. Learn about risk and information governance within the context of cyber security. Participate in and contribute to relevant project and team meetings. Work towards becoming a recognised contact within the context of the role. Knowledge & Technical Skills A working understanding of cyber-attack techniques, tools, and mitigation controls. Awareness of up-to-date security threats and common exploits. Understanding of threat vectors against Windows, macOS, and Linux platforms. Awareness of anti-virus, anti-malware, and endpoint protection concepts. Familiarity with SIEM concepts (Cortex XSIAM, Microsoft Sentinel, or equivalent). Familiarity with cloud services (Microsoft Azure, Microsoft 365, AWS). Awareness of incident management processes. Understanding of adversary motivations in cybercrime and phishing attacks. Qualifications A degree in Information Security, Computer Science, Computer Forensics, or a similar subject; alternatively, equivalent prior experience or a demonstrable hands-on interest in cyber security. Holding, or actively working towards, an entry-level certification (e.g. ISC2 Certified in Cybersecurity, CompTIA Security+ or Blue Team Level 1) is desirable. Benefits 25 Days Holiday + Bank Holidays Day off for your birthday Health Shield Cash Plan Cycle to Work Scheme Train Season Ticket Scheme Profit Share Scheme Contributory company pension scheme Access to the Employee Assistance Programme (EAP) 51903MS INDMANS The Portfolio Group are acting on behalf of our client in recruiting for this position.
Jul 15, 2026
Full time
An exciting opportunity has arisen to join our growing ICT Department as a junior member of the InfoSec team, working in a dynamic and fast-paced environment with new challenges every day, based in our Manchester Head Office. This is an entry-level role offering a structured route into a rewarding cyber security career. With a modern, cloud-first security stack already in place, it is an exciting time to join the business and learn your craft as we mature our detection, response, and automation capabilities across a global estate. You will work alongside the wider IT team - Infrastructure, Network, Development, DevOps, and Service Desk - gaining a rounded understanding of how security supports the business. The purpose of this role is to build a working knowledge of security operations, protective monitoring, and incident handling by working closely with, and learning from, the wider InfoSec team. Reporting to the Associate Director - Cyber Security, with day-to-day guidance from our Cyber Security Analysts and Senior Cyber Security Analyst, you will develop the skills, knowledge, and confidence to grow into a Cyber Security Analyst over time. You will learn to analyse security alerts and incidents, help identify issues, and support the team in recommending solutions, while building familiarity with the tools we use every day - Palo Alto Cortex XSIAM and XSOAR, Cortex XDR, Microsoft Purview, Mimecast, Abnormal, Nessus, and Microsoft 365. You will manage your assigned tickets and requests through Halo ITSM and, under guidance, support our day-to-day security operations to help ensure risks are identified and resolved in a timely manner. You will support security investigations and incident response - learning how we respond to events involving malware, data loss, phishing, or network intrusion - and begin to apply the principles of layered security, risk, and information governance. You will work both independently and collaboratively, sharing what you learn and contributing openly to team projects and meetings across all regions. We are looking for someone bright, enthusiastic, and quick to learn, with a genuine passion for data and cyber security and a real appetite for problem-solving. You will be a developing communicator, self-motivated, and reliable, and you will be actively encouraged and supported to study towards relevant certifications as part of a genuine commitment to continual learning and professional development. Key Objectives and Responsibilities Daily Operations & Incident Handling Work alongside the team to actively support day-to-day security operations and monitoring. Learn to analyse security alerts and incidents within Cortex XSIAM and respond effectively under guidance. Build familiarity with the organisation's SIEM, SOAR, DLP, email security, and endpoint tooling and processes. Use developing analytical skills to help evaluate risks posed by cyber threats and support reporting for decision-making. Manage assigned tickets and requests through Halo ITSM. Strategic & Developmental Duties Learn how to develop effective controls to detect, prevent, and mitigate cyber-attacks. Provide regular status updates to the team and stakeholders. Support the team in preparing documentation, communications, and reports. Learn about risk and information governance within the context of cyber security. Participate in and contribute to relevant project and team meetings. Work towards becoming a recognised contact within the context of the role. Knowledge & Technical Skills A working understanding of cyber-attack techniques, tools, and mitigation controls. Awareness of up-to-date security threats and common exploits. Understanding of threat vectors against Windows, macOS, and Linux platforms. Awareness of anti-virus, anti-malware, and endpoint protection concepts. Familiarity with SIEM concepts (Cortex XSIAM, Microsoft Sentinel, or equivalent). Familiarity with cloud services (Microsoft Azure, Microsoft 365, AWS). Awareness of incident management processes. Understanding of adversary motivations in cybercrime and phishing attacks. Qualifications A degree in Information Security, Computer Science, Computer Forensics, or a similar subject; alternatively, equivalent prior experience or a demonstrable hands-on interest in cyber security. Holding, or actively working towards, an entry-level certification (e.g. ISC2 Certified in Cybersecurity, CompTIA Security+ or Blue Team Level 1) is desirable. Benefits 25 Days Holiday + Bank Holidays Day off for your birthday Health Shield Cash Plan Cycle to Work Scheme Train Season Ticket Scheme Profit Share Scheme Contributory company pension scheme Access to the Employee Assistance Programme (EAP) 51903MS INDMANS The Portfolio Group are acting on behalf of our client in recruiting for this position.
Deskside Support Analyst Job Advertisement : Deskside Support Analyst Location : London Contract Type: Permanent, fully in the office Salary: 35,000 - 37,000 (depending on experience) Working Pattern: Full Time (37.5 hours/week, Mon-Fri, 8:30 am - 5:00 pm) Are you ready to elevate your career in Information Technology? Join our client's prestigious office in London as a Deskside Support Analyst ! If you're passionate about providing exceptional support and thrive in a dynamic environment, we want to hear from you! What You'll Do : As a Deskside Support Analyst, you will be the go-to person for 1st and 2nd line support for 80 hybrid users, including executives and board members. You'll tackle a variety of technical end-user computing issues and be the friendly face that keeps our clients smiling. Your responsibilities will include: Providing top-notch support across Windows 11, Dell laptops, iPhones, and iPads Managing AV support in our 7+ meeting rooms, ensuring seamless Teams meetings Handling incidents and requests through walk-ups, email tickets, Teams messages, and calls Maintaining hardware and software asset inventory, ensuring everything is up to date Offering excellent customer service, translating technical jargon into easy-to-understand terms Key Responsibilities : Primarily End user support - AD, AAD, Office 365, Teams, Exchange, Intune, autopilot, incident management, request fulfilment, purchasing, logistics, starters / leavers process (New hire induction) end user hardware support, AV support Systems / Service support - Azure AD, Office 365 IT Service Management - Ticket handling, worklogs, populating solution KB in ITSM, prioritisation, customer focused, good English language skills (verbal, written) Floorwalking and interact with users and represent the brand calmly and professionally You will be proficient in IT support, both on IT hardware and Audio Visual (AV) support, dealing with a variety of user requests. You will maintain a high level of customer service at all times and adhering to company service delivery principles The Deskside Support Engineer will also be responsible for providing remote support services to colleagues for any service requests and issues relating to colleagues' IT hardware and software Manage colleague expectations remotely using effective communication, quick resolution in keeping with our outstanding customer support services, ensure service levels are maintained and provide highest level of colleague experience Track all requests maintaining ownership of the issue and providing consistent and timely resolutions. Asset Management: maintain accurate inventory of hardware and software assets; manage lifecycle, allocation, and compliance Provide advice, direction and support to all users including executive members, board members and guests in professional manner Ensure quality standards are adhered to for any deliverables and raise any concerns that may impact on local level Effectively log issues using standard and approved tools and ensure follow up and feedback with the end user Excellent ability to multi-task and work on tasks and projects while being interrupted by users and colleagues requesting support; ability to constantly re-prioritise tasks is a must. Liaising with the cover team to ensure that they are site-familiar and aware of any procedural and or system changes Essential Skills : Strong knowledge of iOS mobile devices and Microsoft 365 (Entra ID, Intune, Teams, Defender, Exchange online, SharePoint) Proficiency in troubleshooting Windows 11 and common productivity tools Excellent knowledge of Intune including Autopilot laptop build Familiarity with Audio-Visual systems and Microsoft Teams Meeting Room technologies Excellent communication skills to articulate technical issues to a non-technical audience Desired Skills : Provide ad-hoc AV support for meetings and conferences Using service management tools to manage, update, escalate and create new Incident and Problem records Support, admin and replacement of smart devices, including tablets Installation, configuration and administration hardware (Dell) Maintenance and troubleshooting of MF Printers as directed by technical resources. Good knowledge of Active Directory - resetting passwords, creating users etc Key Competencies : Aptitude for providing exceptional customer service even when the environment becomes fast-paced or intense Excellent communication skills Ability to articulate technical information to a non-technical audience Excellent documentation and analytical skills Good verbal and written communication skills Excellent troubleshooting and problem resolution skills Able to work well to pressurised deadlines Excellent timekeeper and logical thinker To Apply : Send your CV outlining your relevant experience We look forward to meeting you! Our client is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer. By applying for this role your details will be submitted to Adecco. Our Candidate Privacy Information Statement explaining how we will use your information is available on our website.
Jul 15, 2026
Full time
Deskside Support Analyst Job Advertisement : Deskside Support Analyst Location : London Contract Type: Permanent, fully in the office Salary: 35,000 - 37,000 (depending on experience) Working Pattern: Full Time (37.5 hours/week, Mon-Fri, 8:30 am - 5:00 pm) Are you ready to elevate your career in Information Technology? Join our client's prestigious office in London as a Deskside Support Analyst ! If you're passionate about providing exceptional support and thrive in a dynamic environment, we want to hear from you! What You'll Do : As a Deskside Support Analyst, you will be the go-to person for 1st and 2nd line support for 80 hybrid users, including executives and board members. You'll tackle a variety of technical end-user computing issues and be the friendly face that keeps our clients smiling. Your responsibilities will include: Providing top-notch support across Windows 11, Dell laptops, iPhones, and iPads Managing AV support in our 7+ meeting rooms, ensuring seamless Teams meetings Handling incidents and requests through walk-ups, email tickets, Teams messages, and calls Maintaining hardware and software asset inventory, ensuring everything is up to date Offering excellent customer service, translating technical jargon into easy-to-understand terms Key Responsibilities : Primarily End user support - AD, AAD, Office 365, Teams, Exchange, Intune, autopilot, incident management, request fulfilment, purchasing, logistics, starters / leavers process (New hire induction) end user hardware support, AV support Systems / Service support - Azure AD, Office 365 IT Service Management - Ticket handling, worklogs, populating solution KB in ITSM, prioritisation, customer focused, good English language skills (verbal, written) Floorwalking and interact with users and represent the brand calmly and professionally You will be proficient in IT support, both on IT hardware and Audio Visual (AV) support, dealing with a variety of user requests. You will maintain a high level of customer service at all times and adhering to company service delivery principles The Deskside Support Engineer will also be responsible for providing remote support services to colleagues for any service requests and issues relating to colleagues' IT hardware and software Manage colleague expectations remotely using effective communication, quick resolution in keeping with our outstanding customer support services, ensure service levels are maintained and provide highest level of colleague experience Track all requests maintaining ownership of the issue and providing consistent and timely resolutions. Asset Management: maintain accurate inventory of hardware and software assets; manage lifecycle, allocation, and compliance Provide advice, direction and support to all users including executive members, board members and guests in professional manner Ensure quality standards are adhered to for any deliverables and raise any concerns that may impact on local level Effectively log issues using standard and approved tools and ensure follow up and feedback with the end user Excellent ability to multi-task and work on tasks and projects while being interrupted by users and colleagues requesting support; ability to constantly re-prioritise tasks is a must. Liaising with the cover team to ensure that they are site-familiar and aware of any procedural and or system changes Essential Skills : Strong knowledge of iOS mobile devices and Microsoft 365 (Entra ID, Intune, Teams, Defender, Exchange online, SharePoint) Proficiency in troubleshooting Windows 11 and common productivity tools Excellent knowledge of Intune including Autopilot laptop build Familiarity with Audio-Visual systems and Microsoft Teams Meeting Room technologies Excellent communication skills to articulate technical issues to a non-technical audience Desired Skills : Provide ad-hoc AV support for meetings and conferences Using service management tools to manage, update, escalate and create new Incident and Problem records Support, admin and replacement of smart devices, including tablets Installation, configuration and administration hardware (Dell) Maintenance and troubleshooting of MF Printers as directed by technical resources. Good knowledge of Active Directory - resetting passwords, creating users etc Key Competencies : Aptitude for providing exceptional customer service even when the environment becomes fast-paced or intense Excellent communication skills Ability to articulate technical information to a non-technical audience Excellent documentation and analytical skills Good verbal and written communication skills Excellent troubleshooting and problem resolution skills Able to work well to pressurised deadlines Excellent timekeeper and logical thinker To Apply : Send your CV outlining your relevant experience We look forward to meeting you! Our client is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer. By applying for this role your details will be submitted to Adecco. Our Candidate Privacy Information Statement explaining how we will use your information is available on our website.
hackajob is collaborating with Opencast Software to connect them with exceptional professionals for this role. Ready for a new challenge? Are you looking for work that makes a difference? Do you want to work with people who learn and grow together? If so, Opencast could be the place for you. We're a growing tech consultancy that creates user-centred solutions with purpose for our clients in government and business. The role The IT Engineer role sits within Opencast's IT Operations team and plays an important part in enabling the business to do its best work. As the team responsible for the technology, systems and support that colleagues rely on every day, IT Operations helps create a seamless employee experience and ensures people can work effectively wherever they are. Joining the team at an exciting stage of its growth, you'll help strengthen and shape the support service that underpins the wider organisation. You'll work closely with colleagues across the business, becoming a trusted point of contact for technology support while contributing to improvements that make day-to-day working simpler, more efficient and more reliable. This is a role where your impact will be visible. Whether you're helping a new starter get up and running, resolving issues that keep projects moving, or supporting the rollout of new technology, your work will directly influence the experience of employees across Opencast. You'll also have the opportunity to develop your own skills within a collaborative team environment, gaining exposure to technologies including macOS, Microsoft 365, Intune and a range of business-critical platforms. For someone who enjoys combining technical problem-solving with helping people, this role offers the chance to contribute to something bigger than day-to-day support, playing a key part in helping the organisation grow and operate effectively. Requirements This role involves on-site working. Applicants should be able to travel, as part of their daily commute, to our HQ in Newcastle upon Tyne. We're looking for people who value in-person collaboration, enjoy building strong relationships, and are passionate about delivering solutions that make a real difference for our people and clients. We're looking to welcome a new team member as soon as possible. If you're interested in joining Opencast, we'd encourage you to apply. Essential experience This role offers the opportunity to develop your technical expertise in a modern, cloud-first environment while learning from experienced engineers and playing a visible role in the day-to-day success of the business. To get the most from the opportunity, you'll need a solid foundation in IT support and a genuine enthusiasm for technology. You'll likely bring experience in: Delivering IT support in a professional environment, with a strong focus on customer service and user experience. Troubleshooting and resolving hardware, software and user issues, including support at 1st and 2nd line level. Working with Microsoft 365 technologies and supporting users across core Microsoft applications and services. Managing and prioritising requests through an ITSM or ticket management platform. Supporting desktop operating systems, including Windows and/or macOS. Administering user accounts, access permissions and business applications. Following documented processes and maintaining accurate support documentation. Beyond technical capability, we're looking for someone who is naturally curious, enjoys solving problems and is motivated to continue developing their skills. You'll thrive in this role if you're someone who takes ownership, works well as part of a team and enjoys helping others get the best from technology. Experience with any of the following would be particularly valuable: Microsoft Intune or other MDM/RMM tools. Supporting macOS environments. Microsoft 365 certifications. Exposure to platforms such as Salesforce or Workday. Experience gained within a service-led organisation where responsiveness and collaboration are important. Whether you're currently working as an IT Technician, Service Desk Analyst or IT Support Engineer, this is an opportunity to broaden your technical exposure, work with modern tooling and continue building a long-term career within IT Operations. Salary £27,000 - £34,000 per annum. What we offer A competitive package including a 7% employer pension contribution, share options, and a discretionary bonus. You'll also benefit from 25 days' holiday and access to 3 annual "life happens" days to support unexpected situations. We provide wellbeing support, ongoing professional development, volunteering opportunities, and the chance to be part of a genuinely supportive team. Where you'll work This role requires regular on-site attendance at our HQ in Newcastle upon Tyne. Applicants must be able to travel to our office as part of their normal working arrangements, as on-site working is essential for fulfilling the responsibilities of the role. We include you We welcome candidates from all identities, attributes, ways of thinking and backgrounds to thrive in a career at Opencast. Our aim is for the diversity of our people to be reflected in the solutions we deliver, to help create a fairer society for all. Interview Interviews will be conducted in person. We're happy to make adjustments to support your needs. Want to know more? Visit our website or email
Jul 14, 2026
Full time
hackajob is collaborating with Opencast Software to connect them with exceptional professionals for this role. Ready for a new challenge? Are you looking for work that makes a difference? Do you want to work with people who learn and grow together? If so, Opencast could be the place for you. We're a growing tech consultancy that creates user-centred solutions with purpose for our clients in government and business. The role The IT Engineer role sits within Opencast's IT Operations team and plays an important part in enabling the business to do its best work. As the team responsible for the technology, systems and support that colleagues rely on every day, IT Operations helps create a seamless employee experience and ensures people can work effectively wherever they are. Joining the team at an exciting stage of its growth, you'll help strengthen and shape the support service that underpins the wider organisation. You'll work closely with colleagues across the business, becoming a trusted point of contact for technology support while contributing to improvements that make day-to-day working simpler, more efficient and more reliable. This is a role where your impact will be visible. Whether you're helping a new starter get up and running, resolving issues that keep projects moving, or supporting the rollout of new technology, your work will directly influence the experience of employees across Opencast. You'll also have the opportunity to develop your own skills within a collaborative team environment, gaining exposure to technologies including macOS, Microsoft 365, Intune and a range of business-critical platforms. For someone who enjoys combining technical problem-solving with helping people, this role offers the chance to contribute to something bigger than day-to-day support, playing a key part in helping the organisation grow and operate effectively. Requirements This role involves on-site working. Applicants should be able to travel, as part of their daily commute, to our HQ in Newcastle upon Tyne. We're looking for people who value in-person collaboration, enjoy building strong relationships, and are passionate about delivering solutions that make a real difference for our people and clients. We're looking to welcome a new team member as soon as possible. If you're interested in joining Opencast, we'd encourage you to apply. Essential experience This role offers the opportunity to develop your technical expertise in a modern, cloud-first environment while learning from experienced engineers and playing a visible role in the day-to-day success of the business. To get the most from the opportunity, you'll need a solid foundation in IT support and a genuine enthusiasm for technology. You'll likely bring experience in: Delivering IT support in a professional environment, with a strong focus on customer service and user experience. Troubleshooting and resolving hardware, software and user issues, including support at 1st and 2nd line level. Working with Microsoft 365 technologies and supporting users across core Microsoft applications and services. Managing and prioritising requests through an ITSM or ticket management platform. Supporting desktop operating systems, including Windows and/or macOS. Administering user accounts, access permissions and business applications. Following documented processes and maintaining accurate support documentation. Beyond technical capability, we're looking for someone who is naturally curious, enjoys solving problems and is motivated to continue developing their skills. You'll thrive in this role if you're someone who takes ownership, works well as part of a team and enjoys helping others get the best from technology. Experience with any of the following would be particularly valuable: Microsoft Intune or other MDM/RMM tools. Supporting macOS environments. Microsoft 365 certifications. Exposure to platforms such as Salesforce or Workday. Experience gained within a service-led organisation where responsiveness and collaboration are important. Whether you're currently working as an IT Technician, Service Desk Analyst or IT Support Engineer, this is an opportunity to broaden your technical exposure, work with modern tooling and continue building a long-term career within IT Operations. Salary £27,000 - £34,000 per annum. What we offer A competitive package including a 7% employer pension contribution, share options, and a discretionary bonus. You'll also benefit from 25 days' holiday and access to 3 annual "life happens" days to support unexpected situations. We provide wellbeing support, ongoing professional development, volunteering opportunities, and the chance to be part of a genuinely supportive team. Where you'll work This role requires regular on-site attendance at our HQ in Newcastle upon Tyne. Applicants must be able to travel to our office as part of their normal working arrangements, as on-site working is essential for fulfilling the responsibilities of the role. We include you We welcome candidates from all identities, attributes, ways of thinking and backgrounds to thrive in a career at Opencast. Our aim is for the diversity of our people to be reflected in the solutions we deliver, to help create a fairer society for all. Interview Interviews will be conducted in person. We're happy to make adjustments to support your needs. Want to know more? Visit our website or email
SBA are currently supporting our Central Government client who are seeking an Service Catalogue Analyst on an initial 6 month contract. The Service Catalogue Analyst will be responsible for: Reporting to the Senior Service Catalogue Manager in a timely manner. Supporting the management and prioritisation of requests, via a backlog, to create, update, disable or archive Service Catalogue items. Supporting Tooling teams to build the workflows within the ITSM toolset to meet the needs of catalogue requests. Ensuring the Service Catalogue items accurately reference appropriate CIs and other data points. Maintaining Service Catalogue standards to provide a consistent user experience, suggesting Service Catalogue user experience enhancements as needed. Producing guidance material and templates to promote consistency and quality within the Service Catalogue and improve understanding of the Service Catalogue in the wider organisation. Proactively focusing on continuous improvement of self and service, working with others to improve the user experience, simplify processes and improve efficiency of IT Services to enable the Government's diplomatic, development and consular work around the world. Essential Show an awareness of different products and services Identify and engage with users or stakeholders to collate user needs evidence Understand and define research that fits user needs Use quantitative and qualitative data about users to turn user focus into outcomes Work independently, share information and assist others with requests for service Desirable ITIL Foundation is a desirable qualification for this role. Successful candidates will be expected to gain ITIL Foundation.
Jul 13, 2026
Contractor
SBA are currently supporting our Central Government client who are seeking an Service Catalogue Analyst on an initial 6 month contract. The Service Catalogue Analyst will be responsible for: Reporting to the Senior Service Catalogue Manager in a timely manner. Supporting the management and prioritisation of requests, via a backlog, to create, update, disable or archive Service Catalogue items. Supporting Tooling teams to build the workflows within the ITSM toolset to meet the needs of catalogue requests. Ensuring the Service Catalogue items accurately reference appropriate CIs and other data points. Maintaining Service Catalogue standards to provide a consistent user experience, suggesting Service Catalogue user experience enhancements as needed. Producing guidance material and templates to promote consistency and quality within the Service Catalogue and improve understanding of the Service Catalogue in the wider organisation. Proactively focusing on continuous improvement of self and service, working with others to improve the user experience, simplify processes and improve efficiency of IT Services to enable the Government's diplomatic, development and consular work around the world. Essential Show an awareness of different products and services Identify and engage with users or stakeholders to collate user needs evidence Understand and define research that fits user needs Use quantitative and qualitative data about users to turn user focus into outcomes Work independently, share information and assist others with requests for service Desirable ITIL Foundation is a desirable qualification for this role. Successful candidates will be expected to gain ITIL Foundation.
An exciting opportunity has arisen to join our growing ICT Department as a junior member of the InfoSec team, working in a dynamic and fast-paced environment with new challenges every day, based in our Manchester Head Office. This is an entry-level role offering a structured route into a rewarding cyber security career. With a modern, cloud-first security stack already in place, it is an exciting time to join the business and learn your craft as we mature our detection, response, and automation capabilities across a global estate. You will work alongside the wider IT team - Infrastructure, Network, Development, DevOps, and Service Desk - gaining a rounded understanding of how security supports the business. The purpose of this role is to build a working knowledge of security operations, protective monitoring, and incident handling by working closely with, and learning from, the wider InfoSec team. Reporting to the Associate Director - Cyber Security, with day-to-day guidance from our Cyber Security Analysts and Senior Cyber Security Analyst, you will develop the skills, knowledge, and confidence to grow into a Cyber Security Analyst over time. You will learn to analyse security alerts and incidents, help identify issues, and support the team in recommending solutions, while building familiarity with the tools we use every day - Palo Alto Cortex XSIAM and XSOAR, Cortex XDR, Microsoft Purview, Mimecast, Abnormal, Nessus, and Microsoft 365. You will manage your assigned tickets and requests through Halo ITSM and, under guidance, support our day-to-day security operations to help ensure risks are identified and resolved in a timely manner. You will support security investigations and incident response - learning how we respond to events involving malware, data loss, phishing, or network intrusion - and begin to apply the principles of layered security, risk, and information governance. You will work both independently and collaboratively, sharing what you learn and contributing openly to team projects and meetings across all regions. We are looking for someone bright, enthusiastic, and quick to learn, with a genuine passion for data and cyber security and a real appetite for problem-solving. You will be a developing communicator, self-motivated, and reliable, and you will be actively encouraged and supported to study towards relevant certifications as part of a genuine commitment to continual learning and professional development. Key Objectives and Responsibilities Daily Operations & Incident Handling Work alongside the team to actively support day-to-day security operations and monitoring. Learn to analyse security alerts and incidents within Cortex XSIAM and respond effectively under guidance. Build familiarity with the organisation's SIEM, SOAR, DLP, email security, and endpoint tooling and processes. Use developing analytical skills to help evaluate risks posed by cyber threats and support reporting for decision-making. Manage assigned tickets and requests through Halo ITSM. Strategic & Developmental Duties Learn how to develop effective controls to detect, prevent, and mitigate cyber-attacks. Provide regular status updates to the team and stakeholders. Support the team in preparing documentation, communications, and reports. Learn about risk and information governance within the context of cyber security. Participate in and contribute to relevant project and team meetings. Work towards becoming a recognised contact within the context of the role. Knowledge & Technical Skills A working understanding of cyber-attack techniques, tools, and mitigation controls. Awareness of up-to-date security threats and common exploits. Understanding of threat vectors against Windows, macOS, and Linux platforms. Awareness of anti-virus, anti-malware, and endpoint protection concepts. Familiarity with SIEM concepts (Cortex XSIAM, Microsoft Sentinel, or equivalent). Familiarity with cloud services (Microsoft Azure, Microsoft 365, AWS). Awareness of incident management processes. Understanding of adversary motivations in cybercrime and phishing attacks. Qualifications A degree in Information Security, Computer Science, Computer Forensics, or a similar subject; alternatively, equivalent prior experience or a demonstrable hands-on interest in cyber security. Holding, or actively working towards, an entry-level certification (e.g. ISC2 Certified in Cybersecurity, CompTIA Security+ or Blue Team Level 1) is desirable. Benefits 25 Days Holiday + Bank Holidays Day off for your birthday Health Shield Cash Plan Cycle to Work Scheme Train Season Ticket Scheme Profit Share Scheme Contributory company pension scheme Access to the Employee Assistance Programme (EAP) 51903MS INDMANS The Portfolio Group are acting on behalf of our client in recruiting for this position.
Jul 11, 2026
Full time
An exciting opportunity has arisen to join our growing ICT Department as a junior member of the InfoSec team, working in a dynamic and fast-paced environment with new challenges every day, based in our Manchester Head Office. This is an entry-level role offering a structured route into a rewarding cyber security career. With a modern, cloud-first security stack already in place, it is an exciting time to join the business and learn your craft as we mature our detection, response, and automation capabilities across a global estate. You will work alongside the wider IT team - Infrastructure, Network, Development, DevOps, and Service Desk - gaining a rounded understanding of how security supports the business. The purpose of this role is to build a working knowledge of security operations, protective monitoring, and incident handling by working closely with, and learning from, the wider InfoSec team. Reporting to the Associate Director - Cyber Security, with day-to-day guidance from our Cyber Security Analysts and Senior Cyber Security Analyst, you will develop the skills, knowledge, and confidence to grow into a Cyber Security Analyst over time. You will learn to analyse security alerts and incidents, help identify issues, and support the team in recommending solutions, while building familiarity with the tools we use every day - Palo Alto Cortex XSIAM and XSOAR, Cortex XDR, Microsoft Purview, Mimecast, Abnormal, Nessus, and Microsoft 365. You will manage your assigned tickets and requests through Halo ITSM and, under guidance, support our day-to-day security operations to help ensure risks are identified and resolved in a timely manner. You will support security investigations and incident response - learning how we respond to events involving malware, data loss, phishing, or network intrusion - and begin to apply the principles of layered security, risk, and information governance. You will work both independently and collaboratively, sharing what you learn and contributing openly to team projects and meetings across all regions. We are looking for someone bright, enthusiastic, and quick to learn, with a genuine passion for data and cyber security and a real appetite for problem-solving. You will be a developing communicator, self-motivated, and reliable, and you will be actively encouraged and supported to study towards relevant certifications as part of a genuine commitment to continual learning and professional development. Key Objectives and Responsibilities Daily Operations & Incident Handling Work alongside the team to actively support day-to-day security operations and monitoring. Learn to analyse security alerts and incidents within Cortex XSIAM and respond effectively under guidance. Build familiarity with the organisation's SIEM, SOAR, DLP, email security, and endpoint tooling and processes. Use developing analytical skills to help evaluate risks posed by cyber threats and support reporting for decision-making. Manage assigned tickets and requests through Halo ITSM. Strategic & Developmental Duties Learn how to develop effective controls to detect, prevent, and mitigate cyber-attacks. Provide regular status updates to the team and stakeholders. Support the team in preparing documentation, communications, and reports. Learn about risk and information governance within the context of cyber security. Participate in and contribute to relevant project and team meetings. Work towards becoming a recognised contact within the context of the role. Knowledge & Technical Skills A working understanding of cyber-attack techniques, tools, and mitigation controls. Awareness of up-to-date security threats and common exploits. Understanding of threat vectors against Windows, macOS, and Linux platforms. Awareness of anti-virus, anti-malware, and endpoint protection concepts. Familiarity with SIEM concepts (Cortex XSIAM, Microsoft Sentinel, or equivalent). Familiarity with cloud services (Microsoft Azure, Microsoft 365, AWS). Awareness of incident management processes. Understanding of adversary motivations in cybercrime and phishing attacks. Qualifications A degree in Information Security, Computer Science, Computer Forensics, or a similar subject; alternatively, equivalent prior experience or a demonstrable hands-on interest in cyber security. Holding, or actively working towards, an entry-level certification (e.g. ISC2 Certified in Cybersecurity, CompTIA Security+ or Blue Team Level 1) is desirable. Benefits 25 Days Holiday + Bank Holidays Day off for your birthday Health Shield Cash Plan Cycle to Work Scheme Train Season Ticket Scheme Profit Share Scheme Contributory company pension scheme Access to the Employee Assistance Programme (EAP) 51903MS INDMANS The Portfolio Group are acting on behalf of our client in recruiting for this position.
Key Details at a Glance Role: Security Incident Response Engineer Location: Warrington - hybrid, typically 2 days per week on site Contract length: 6 months (with strong potential for extension based on performance and project needs) IR35 status: Out of Scope Rate: 100/hour Clearance: Existing SC preferred or strong eligible candidates Day-to-day environment: Digital / Cyber, working closely with Cyber Operations / CSOC What You Would Be Doing This role sits at the intersection of cyber operations and ServiceNow engineering. You would be responsible for designing and embedding robust incident response capabilities in the ServiceNow Security Incident Response (SIR) module, closely aligned to NCSC and best-practice frameworks. ServiceNow SIR workflow design & development Review existing incident processes and translate them into effective ServiceNow SIR workflows, covering triage, escalation paths, case lifecycle, evidence management, and integration with CSOC tooling. Platform configuration & enhancement Configure and customise SIR forms, fields, templates, routing rules, severity models, and guided response actions. You will also identify gaps in capability and define enhancements in line with platform governance and architecture standards. Systems integration & automation Support integration of SIR with SIEM/SOC tools, threat intelligence feeds, SOAR modules, email ingestion, and ITSM processes (Change, Problem, Incident). A key focus is on building automations that reduce manual effort and improve response times. Data, reporting & dashboards Define and implement operational dashboards for CSOC analysts, KPIs for senior management, and compliance/audit-ready reporting. You will help ensure clear visibility of incident trends, response performance, and workflow bottlenecks. Documentation & playbooks Translate existing cyber response processes into guided SIR workflows and create user guides, SOPs, technical configuration documentation, data flow diagrams, and integration maps to support long-term maintainability. Training & BAU handover Deliver hands-on training for Cyber Operations and process owners, and provide detailed handover materials to embed SIR into BAU operations. What Our Client Is Looking For Proven ServiceNow experience, ideally with a strong focus on SecOps / SIR . Solid background in cyber security and incident response , ideally within SOC/CSOC or similar environments. Comfortable engaging with stakeholders across Cyber Operations, IT, and senior management, with the ability to explain both technical detail and business impact. Experience working in or with public sector / regulated environments is beneficial but not essential if you bring strong SIR and IR credentials. Why This Contract Might Appeal to You Opportunity to shape and build a critical incident response capability on ServiceNow rather than simply maintaining an existing setup. Direct impact on how a major organisation responds to cyber incidents, with visibility to senior stakeholders. Hybrid working model, combining meaningful on-site collaboration with flexibility. Work within the Cyber / Public Sector space, contributing to the protection of nationally important services.
Jul 11, 2026
Contractor
Key Details at a Glance Role: Security Incident Response Engineer Location: Warrington - hybrid, typically 2 days per week on site Contract length: 6 months (with strong potential for extension based on performance and project needs) IR35 status: Out of Scope Rate: 100/hour Clearance: Existing SC preferred or strong eligible candidates Day-to-day environment: Digital / Cyber, working closely with Cyber Operations / CSOC What You Would Be Doing This role sits at the intersection of cyber operations and ServiceNow engineering. You would be responsible for designing and embedding robust incident response capabilities in the ServiceNow Security Incident Response (SIR) module, closely aligned to NCSC and best-practice frameworks. ServiceNow SIR workflow design & development Review existing incident processes and translate them into effective ServiceNow SIR workflows, covering triage, escalation paths, case lifecycle, evidence management, and integration with CSOC tooling. Platform configuration & enhancement Configure and customise SIR forms, fields, templates, routing rules, severity models, and guided response actions. You will also identify gaps in capability and define enhancements in line with platform governance and architecture standards. Systems integration & automation Support integration of SIR with SIEM/SOC tools, threat intelligence feeds, SOAR modules, email ingestion, and ITSM processes (Change, Problem, Incident). A key focus is on building automations that reduce manual effort and improve response times. Data, reporting & dashboards Define and implement operational dashboards for CSOC analysts, KPIs for senior management, and compliance/audit-ready reporting. You will help ensure clear visibility of incident trends, response performance, and workflow bottlenecks. Documentation & playbooks Translate existing cyber response processes into guided SIR workflows and create user guides, SOPs, technical configuration documentation, data flow diagrams, and integration maps to support long-term maintainability. Training & BAU handover Deliver hands-on training for Cyber Operations and process owners, and provide detailed handover materials to embed SIR into BAU operations. What Our Client Is Looking For Proven ServiceNow experience, ideally with a strong focus on SecOps / SIR . Solid background in cyber security and incident response , ideally within SOC/CSOC or similar environments. Comfortable engaging with stakeholders across Cyber Operations, IT, and senior management, with the ability to explain both technical detail and business impact. Experience working in or with public sector / regulated environments is beneficial but not essential if you bring strong SIR and IR credentials. Why This Contract Might Appeal to You Opportunity to shape and build a critical incident response capability on ServiceNow rather than simply maintaining an existing setup. Direct impact on how a major organisation responds to cyber incidents, with visibility to senior stakeholders. Hybrid working model, combining meaningful on-site collaboration with flexibility. Work within the Cyber / Public Sector space, contributing to the protection of nationally important services.
An exciting opportunity has arisen to join our growing ICT Department as a member of the InfoSec team, working in a dynamic and fast-paced environment with new challenges every day, based in our Manchester Head Office. Having rationalised our infrastructure and established a modern, cloud-first security stack, it is an exciting time to join the business as we mature our detection, response, and automation capabilities across a global estate. You will work collaboratively with the business and the wider IT team - Infrastructure, Network, Development, DevOps, and Service Desk - to provide security and governance for existing and new services. The purpose of this role is to deliver the day-to-day security operations of the InfoSec Team and to act as a first point of escalation and support for our Junior and Graduate analysts. Reporting to the Associate Director - Cyber Security, you will work closely with other team members, IT colleagues, and the wider business to ensure a consistent approach to information and cyber security across all areas of IT. You will analyse security events, investigate alerts, identify issues, and recommend and implement solutions, while keeping up to date with current threats, technologies, and techniques. You will be responsible for daily security operations, ensuring risks are identified and resolved in a timely manner. In practice, this means managing tickets and requests through Halo ITSM and working daily with Palo Alto Cortex XSIAM and XSOAR, Cortex XDR, Microsoft Purview, Mimecast, Abnormal, Nessus, and Microsoft 365. You will participate in security investigations and incident response, responding to events involving malware, data loss, phishing, or network intrusion, and supporting our data protection and vulnerability management activity. You will work both independently and collaboratively, sharing knowledge openly and supporting your colleagues across all regions. You will follow security best practice, apply the principles of layered security, and serve as a trusted resource to the wider business on all matters of information and cyber security. This is a customer-facing role, so you will be a strong communicator, able to explain complex concepts clearly to both technical and non-technical audiences, with your input helping to shape and improve our day-to-day monitoring, detection, and response. You will be self-motivated, bringing the knowledge and experience gained in previous roles, genuinely passionate about data and cyber security, and committed to continued learning and professional development. Key Objectives and Responsibilities Daily Operations & Incident Handling Manage day-to-day security tickets, requests, and alerts through Halo ITSM, meeting SLAs and making full use of existing automation. Monitor, triage, and investigate alerts within Palo Alto Cortex XSIAM, responding and escalating as required. Respond to security incidents involving malware, data loss, phishing, or network intrusion, following established playbooks and incident response processes. Manage email security operations across Mimecast and Abnormal, including releases, journal pulls, and reported-phishing investigations. Monitor threat feeds and threat intelligence, applying relevant findings to the environment. Maintain and tune detections, correlation rules, and Cortex XSOAR playbooks to reduce noise and improve response times. Identify opportunities for automation and continual improvement across monitoring and response workflows. Contribute to the development and upkeep of SOC processes, runbooks, and documentation. Run and interpret vulnerability scans using Nessus, tracking remediation through to closure with the relevant teams. Support endpoint security and patch compliance across the Windows and macOS estates, working with Intune, Jamf, Alectrona, and Cortex XDR. Data Protection & Compliance Support and monitor the company's Data Loss Prevention controls within Microsoft Purview, and data classification through Azure Information Protection labelling. Help maintain the evidence and controls that support the company's accreditations, including ISO/IEC , and 27018, Cyber Essentials Plus, and SOC 2. Learn and apply the principles of risk and information governance within the context of cyber security. Experience and Technical Requirements Two or more years' experience in a cyber security, SOC, or information security analyst role. Experience working within an ISO/IEC 27001 (or equivalent) accredited environment. Familiarity with ITIL service management processes, particularly Incident, Request, Change, and Problem management. Understanding of GDPR, data protection, and information governance. Hands-on experience with a SIEM platform (Cortex XSIAM, Microsoft Sentinel, Splunk, or equivalent). Experience with, or a strong aptitude to learn, SOAR and automation tooling (Cortex XSOAR). Experience with Endpoint Detection and Response (Cortex XDR or an equivalent EDR/XDR platform). Experience with email security platforms (O365, Mimecast, Abnormal, or equivalent). Understanding of Data Loss Prevention and data classification (Microsoft Purview and Azure labelling, or equivalent). Experience with vulnerability scanning and management (Nessus or equivalent). Working knowledge of endpoint management across Windows and macOS (Intune, Jamf). Strong knowledge of cloud environments, including Microsoft Azure, AWS, and Microsoft 365. Understanding of layered security, threat hunting, and incident response. Qualifications A degree in a computer-related subject, or equivalent experience in cyber security. Holding, or actively working towards, relevant industry certifications (e.g. SANS GCIH, EC-Council CEH, ISC2 SSCP, CompTIA CySA+, Blue Team Level 1, Microsoft SC-200, or equivalent), with a genuine commitment to continued professional development. Benefits 25 Days Holiday + Bank Holidays Day off for your birthday Health Shield Cash Plan Cycle to Work Scheme Train Season Ticket Scheme Profit Share Scheme Contributory company pension scheme Access to the Employee Assistance Programme (EAP) 51903MS INDMANS The Portfolio Group are acting on behalf of our client in recruiting for this position.
Jul 11, 2026
Full time
An exciting opportunity has arisen to join our growing ICT Department as a member of the InfoSec team, working in a dynamic and fast-paced environment with new challenges every day, based in our Manchester Head Office. Having rationalised our infrastructure and established a modern, cloud-first security stack, it is an exciting time to join the business as we mature our detection, response, and automation capabilities across a global estate. You will work collaboratively with the business and the wider IT team - Infrastructure, Network, Development, DevOps, and Service Desk - to provide security and governance for existing and new services. The purpose of this role is to deliver the day-to-day security operations of the InfoSec Team and to act as a first point of escalation and support for our Junior and Graduate analysts. Reporting to the Associate Director - Cyber Security, you will work closely with other team members, IT colleagues, and the wider business to ensure a consistent approach to information and cyber security across all areas of IT. You will analyse security events, investigate alerts, identify issues, and recommend and implement solutions, while keeping up to date with current threats, technologies, and techniques. You will be responsible for daily security operations, ensuring risks are identified and resolved in a timely manner. In practice, this means managing tickets and requests through Halo ITSM and working daily with Palo Alto Cortex XSIAM and XSOAR, Cortex XDR, Microsoft Purview, Mimecast, Abnormal, Nessus, and Microsoft 365. You will participate in security investigations and incident response, responding to events involving malware, data loss, phishing, or network intrusion, and supporting our data protection and vulnerability management activity. You will work both independently and collaboratively, sharing knowledge openly and supporting your colleagues across all regions. You will follow security best practice, apply the principles of layered security, and serve as a trusted resource to the wider business on all matters of information and cyber security. This is a customer-facing role, so you will be a strong communicator, able to explain complex concepts clearly to both technical and non-technical audiences, with your input helping to shape and improve our day-to-day monitoring, detection, and response. You will be self-motivated, bringing the knowledge and experience gained in previous roles, genuinely passionate about data and cyber security, and committed to continued learning and professional development. Key Objectives and Responsibilities Daily Operations & Incident Handling Manage day-to-day security tickets, requests, and alerts through Halo ITSM, meeting SLAs and making full use of existing automation. Monitor, triage, and investigate alerts within Palo Alto Cortex XSIAM, responding and escalating as required. Respond to security incidents involving malware, data loss, phishing, or network intrusion, following established playbooks and incident response processes. Manage email security operations across Mimecast and Abnormal, including releases, journal pulls, and reported-phishing investigations. Monitor threat feeds and threat intelligence, applying relevant findings to the environment. Maintain and tune detections, correlation rules, and Cortex XSOAR playbooks to reduce noise and improve response times. Identify opportunities for automation and continual improvement across monitoring and response workflows. Contribute to the development and upkeep of SOC processes, runbooks, and documentation. Run and interpret vulnerability scans using Nessus, tracking remediation through to closure with the relevant teams. Support endpoint security and patch compliance across the Windows and macOS estates, working with Intune, Jamf, Alectrona, and Cortex XDR. Data Protection & Compliance Support and monitor the company's Data Loss Prevention controls within Microsoft Purview, and data classification through Azure Information Protection labelling. Help maintain the evidence and controls that support the company's accreditations, including ISO/IEC , and 27018, Cyber Essentials Plus, and SOC 2. Learn and apply the principles of risk and information governance within the context of cyber security. Experience and Technical Requirements Two or more years' experience in a cyber security, SOC, or information security analyst role. Experience working within an ISO/IEC 27001 (or equivalent) accredited environment. Familiarity with ITIL service management processes, particularly Incident, Request, Change, and Problem management. Understanding of GDPR, data protection, and information governance. Hands-on experience with a SIEM platform (Cortex XSIAM, Microsoft Sentinel, Splunk, or equivalent). Experience with, or a strong aptitude to learn, SOAR and automation tooling (Cortex XSOAR). Experience with Endpoint Detection and Response (Cortex XDR or an equivalent EDR/XDR platform). Experience with email security platforms (O365, Mimecast, Abnormal, or equivalent). Understanding of Data Loss Prevention and data classification (Microsoft Purview and Azure labelling, or equivalent). Experience with vulnerability scanning and management (Nessus or equivalent). Working knowledge of endpoint management across Windows and macOS (Intune, Jamf). Strong knowledge of cloud environments, including Microsoft Azure, AWS, and Microsoft 365. Understanding of layered security, threat hunting, and incident response. Qualifications A degree in a computer-related subject, or equivalent experience in cyber security. Holding, or actively working towards, relevant industry certifications (e.g. SANS GCIH, EC-Council CEH, ISC2 SSCP, CompTIA CySA+, Blue Team Level 1, Microsoft SC-200, or equivalent), with a genuine commitment to continued professional development. Benefits 25 Days Holiday + Bank Holidays Day off for your birthday Health Shield Cash Plan Cycle to Work Scheme Train Season Ticket Scheme Profit Share Scheme Contributory company pension scheme Access to the Employee Assistance Programme (EAP) 51903MS INDMANS The Portfolio Group are acting on behalf of our client in recruiting for this position.
Applications Operations Analyst We are working with a leading global professional services organisation, renowned for partnering with some of the world's most high-profile businesses on complex, high-impact work. With a strong international presence and a reputation for excellence, they offer a collaborative and fast-paced environment where innovation and continuous improvement are key. They are now looking to hire an Applications Operations Analyst to join their London-based team. The Role This position sits within the Applications Operations team and plays a key role in ensuring the stability, performance, and security of enterprise application environments. You'll be responsible for the day-to-day support, maintenance, and optimisation of business-critical systems, while also contributing to ongoing improvements, automation, and process efficiencies. Key Responsibilities Perform system maintenance, patching, and upgrades in line with change management processes Manage user access (provisioning, de-provisioning, and access reviews) Monitor system performance and proactively address issues Respond to incidents and service requests, ensuring SLA adherence Troubleshoot and resolve application issues, conducting root cause analysis Support system configurations, integrations, and deployments Partner with Information Security to remediate vulnerabilities and support audits Contribute to post-incident reviews and continuous improvement initiatives Maintain documentation, runbooks, and knowledge base articles Track and report on KPIs, including system performance and ticket trends Identify opportunities for automation and process optimisation Support application performance tuning and capacity planning Collaborate with infrastructure and delivery teams to ensure scalability and resilience Monitor system usage and adoption, providing insights to improve user engagement About You 3+ years' experience in enterprise application support or IT operations Strong understanding of ITSM tools (e.g. ServiceNow) and monitoring platforms Knowledge of access management, patching, and vulnerability remediation Familiarity with ITIL processes (Incident, Problem, Change, Configuration) Excellent troubleshooting and analytical skills Strong communication skills and ability to work collaboratively Experience maintaining documentation and knowledge bases Desirable: Experience within legal, financial, or professional services environments Exposure to cloud platforms or scripting (e.g. PowerShell, Python) ITIL Foundation or similar certification What's on Offer The opportunity to join a globally respected organisation A collaborative and supportive team environment Exposure to complex systems and enterprise-scale technology Hybrid working model (minimum 3 days in-office) Competitive salary and benefits package If you're looking to build your career in a high-performing environment where you can make a tangible impact, we'd love to hear from you. Due to the high volume of applications, we are not able to respond to all enquiries. If you have not received a response within 72 hours, please assume you have not been shortlisted at this stage, however thank you for taking the time to apply. Ryder Reid Legal is a recruitment specialist. For over thirty years we've been connecting legal talent with many of the leading law firms in London and internationally. Follow our LinkedIn page for the latest vacancies.
Jul 10, 2026
Full time
Applications Operations Analyst We are working with a leading global professional services organisation, renowned for partnering with some of the world's most high-profile businesses on complex, high-impact work. With a strong international presence and a reputation for excellence, they offer a collaborative and fast-paced environment where innovation and continuous improvement are key. They are now looking to hire an Applications Operations Analyst to join their London-based team. The Role This position sits within the Applications Operations team and plays a key role in ensuring the stability, performance, and security of enterprise application environments. You'll be responsible for the day-to-day support, maintenance, and optimisation of business-critical systems, while also contributing to ongoing improvements, automation, and process efficiencies. Key Responsibilities Perform system maintenance, patching, and upgrades in line with change management processes Manage user access (provisioning, de-provisioning, and access reviews) Monitor system performance and proactively address issues Respond to incidents and service requests, ensuring SLA adherence Troubleshoot and resolve application issues, conducting root cause analysis Support system configurations, integrations, and deployments Partner with Information Security to remediate vulnerabilities and support audits Contribute to post-incident reviews and continuous improvement initiatives Maintain documentation, runbooks, and knowledge base articles Track and report on KPIs, including system performance and ticket trends Identify opportunities for automation and process optimisation Support application performance tuning and capacity planning Collaborate with infrastructure and delivery teams to ensure scalability and resilience Monitor system usage and adoption, providing insights to improve user engagement About You 3+ years' experience in enterprise application support or IT operations Strong understanding of ITSM tools (e.g. ServiceNow) and monitoring platforms Knowledge of access management, patching, and vulnerability remediation Familiarity with ITIL processes (Incident, Problem, Change, Configuration) Excellent troubleshooting and analytical skills Strong communication skills and ability to work collaboratively Experience maintaining documentation and knowledge bases Desirable: Experience within legal, financial, or professional services environments Exposure to cloud platforms or scripting (e.g. PowerShell, Python) ITIL Foundation or similar certification What's on Offer The opportunity to join a globally respected organisation A collaborative and supportive team environment Exposure to complex systems and enterprise-scale technology Hybrid working model (minimum 3 days in-office) Competitive salary and benefits package If you're looking to build your career in a high-performing environment where you can make a tangible impact, we'd love to hear from you. Due to the high volume of applications, we are not able to respond to all enquiries. If you have not received a response within 72 hours, please assume you have not been shortlisted at this stage, however thank you for taking the time to apply. Ryder Reid Legal is a recruitment specialist. For over thirty years we've been connecting legal talent with many of the leading law firms in London and internationally. Follow our LinkedIn page for the latest vacancies.
IT Service Management Analyst (ITSM) Hybrid - 2 days per week in the office Leeds / Bradford To £45,000 Are you passionate about driving service excellence, leading critical IT processes, and shaping the future of IT Service Management? We're recruiting for an award-winning, growing technology organisation seeking an IT Service Management Analyst to play a key role in delivering and improving IT services across Major Incident, Change, Problem Management, Service Transition and CAB processes. This role offers the opportunity to take ownership of Change Management, including supporting CAB processes, and Major Incident Management, while playing a key role in governance, compliance, service improvement, and the continued development of the ITSM function You'll work with modern ITSM tooling, including Jira Service Management , supporting service reporting, workflow improvements, process optimisation, and data-driven decision making. This is a fantastic opportunity to join a business investing in its ITSM capability, with a genuine pathway to progress into an ITSM Lead role. We're looking for: ITIL-certified professionals with experience across Major Incident and Change Management Strong understanding of ITIL best practices and service governance Confidence managing change requests, facilitating CAB discussions, and ensuring effective change governance Experience in Problem Management, Root Cause Analysis, and Service Reporting Hands-on experience with Jira Service Management (desirable) Knowledge of ISO20000 and ISO27001 standards (desirable) Apply today or get in touch for a confidential discussion.
Jul 10, 2026
Full time
IT Service Management Analyst (ITSM) Hybrid - 2 days per week in the office Leeds / Bradford To £45,000 Are you passionate about driving service excellence, leading critical IT processes, and shaping the future of IT Service Management? We're recruiting for an award-winning, growing technology organisation seeking an IT Service Management Analyst to play a key role in delivering and improving IT services across Major Incident, Change, Problem Management, Service Transition and CAB processes. This role offers the opportunity to take ownership of Change Management, including supporting CAB processes, and Major Incident Management, while playing a key role in governance, compliance, service improvement, and the continued development of the ITSM function You'll work with modern ITSM tooling, including Jira Service Management , supporting service reporting, workflow improvements, process optimisation, and data-driven decision making. This is a fantastic opportunity to join a business investing in its ITSM capability, with a genuine pathway to progress into an ITSM Lead role. We're looking for: ITIL-certified professionals with experience across Major Incident and Change Management Strong understanding of ITIL best practices and service governance Confidence managing change requests, facilitating CAB discussions, and ensuring effective change governance Experience in Problem Management, Root Cause Analysis, and Service Reporting Hands-on experience with Jira Service Management (desirable) Knowledge of ISO20000 and ISO27001 standards (desirable) Apply today or get in touch for a confidential discussion.
IT Service Management Analyst (ITSM) Hybrid - 2 days per week in the office Leeds / Bradford To £45,000 Are you passionate about driving service excellence, leading critical IT processes, and shaping the future of IT Service Management? We're recruiting for an award-winning, growing technology organisation seeking an IT Service Management Analyst to play a key role in delivering and improving IT services across Major Incident, Change, Problem Management, Service Transition and CAB processes. This role offers the opportunity to take ownership of Change Management, including supporting CAB processes, and Major Incident Management, while playing a key role in governance, compliance, service improvement, and the continued development of the ITSM function You'll work with modern ITSM tooling, including Jira Service Management , supporting service reporting, workflow improvements, process optimisation, and data-driven decision making. This is a fantastic opportunity to join a business investing in its ITSM capability, with a genuine pathway to progress into an ITSM Lead role. We're looking for: ITIL-certified professionals with experience across Major Incident and Change Management Strong understanding of ITIL best practices and service governance Confidence managing change requests, facilitating CAB discussions, and ensuring effective change governance Experience in Problem Management, Root Cause Analysis, and Service Reporting Hands-on experience with Jira Service Management (desirable) Knowledge of ISO20000 and ISO27001 standards (desirable) Apply today or get in touch for a confidential discussion.
Jul 09, 2026
Full time
IT Service Management Analyst (ITSM) Hybrid - 2 days per week in the office Leeds / Bradford To £45,000 Are you passionate about driving service excellence, leading critical IT processes, and shaping the future of IT Service Management? We're recruiting for an award-winning, growing technology organisation seeking an IT Service Management Analyst to play a key role in delivering and improving IT services across Major Incident, Change, Problem Management, Service Transition and CAB processes. This role offers the opportunity to take ownership of Change Management, including supporting CAB processes, and Major Incident Management, while playing a key role in governance, compliance, service improvement, and the continued development of the ITSM function You'll work with modern ITSM tooling, including Jira Service Management , supporting service reporting, workflow improvements, process optimisation, and data-driven decision making. This is a fantastic opportunity to join a business investing in its ITSM capability, with a genuine pathway to progress into an ITSM Lead role. We're looking for: ITIL-certified professionals with experience across Major Incident and Change Management Strong understanding of ITIL best practices and service governance Confidence managing change requests, facilitating CAB discussions, and ensuring effective change governance Experience in Problem Management, Root Cause Analysis, and Service Reporting Hands-on experience with Jira Service Management (desirable) Knowledge of ISO20000 and ISO27001 standards (desirable) Apply today or get in touch for a confidential discussion.
Position: ServiceNow Architect - Telecom Domain Mode: Contract or 1 Year FTE at 90k /Annum Location & Travel: London, (Hybrid 3 Days at client office) Our client, who deliver the connectivity, security and expertise that powers modern British life. They are the digital backbone who support the systems, services and institutions the nation relies on every day with trusted networks that millions of people depend on are urgently seeking a ServiceNow Architect with proven experience within the Telecom Domain. Key Responsibilities Serve as the technical authority on ServiceNow architecture, design, and best practices. Define and drive the overall platform strategy, roadmap, and governance. Lead the design and implementation of ServiceNow modules, including ITSM, ITOM, ITAM, HRSD, CSM, GRC, SecOps , and custom applications. Ensure platform scalability, security, performance, and integrations with other enterprise systems. Provide technical leadership in solution design workshops, architecture reviews, and governance boards. Collaborate with stakeholders, business analysts, and development teams to align solutions with business objectives. Mentor and guide ServiceNow developers and administrators on technical best practices. Stay updated on ServiceNow product releases, marketplace solutions, and industry trends to recommend enhancements. Ensure compliance with enterprise architecture, security, and regulatory requirements. Required Qualifications Strong experience with ServiceNow ITSM and at least 2 other modules (TSOM, ITOM, ITAM, HRSD, CSM, GRC, SecOps). Proven expertise in ServiceNow integrations (REST, SOAP, APIs, MID Servers, etc.). Experience with ServiceNow scripting (JavaScript, Glide, Flow Designer) and ServiceNow data model. Knowledge of ITIL/ITSM processes and best practices. Experience designing and implementing CMDB and Discovery. Excellent problem-solving, communication, and stakeholder management skills. Telecom domain Experience is MUST Preferred Qualifications ServiceNow Certified System Administrator (CSA). ServiceNow Certified Implementation Specialist (CIS) in multiple modules. ServiceNow Certified Application Developer (CAD). ServiceNow Certified Technical Architect (CTA) or progress toward certification. Experience with Agile/Scrum delivery methodologies. Exposure to cloud technologies (AWS, Azure, GCP) and enterprise IT ecosystems.
Jul 09, 2026
Contractor
Position: ServiceNow Architect - Telecom Domain Mode: Contract or 1 Year FTE at 90k /Annum Location & Travel: London, (Hybrid 3 Days at client office) Our client, who deliver the connectivity, security and expertise that powers modern British life. They are the digital backbone who support the systems, services and institutions the nation relies on every day with trusted networks that millions of people depend on are urgently seeking a ServiceNow Architect with proven experience within the Telecom Domain. Key Responsibilities Serve as the technical authority on ServiceNow architecture, design, and best practices. Define and drive the overall platform strategy, roadmap, and governance. Lead the design and implementation of ServiceNow modules, including ITSM, ITOM, ITAM, HRSD, CSM, GRC, SecOps , and custom applications. Ensure platform scalability, security, performance, and integrations with other enterprise systems. Provide technical leadership in solution design workshops, architecture reviews, and governance boards. Collaborate with stakeholders, business analysts, and development teams to align solutions with business objectives. Mentor and guide ServiceNow developers and administrators on technical best practices. Stay updated on ServiceNow product releases, marketplace solutions, and industry trends to recommend enhancements. Ensure compliance with enterprise architecture, security, and regulatory requirements. Required Qualifications Strong experience with ServiceNow ITSM and at least 2 other modules (TSOM, ITOM, ITAM, HRSD, CSM, GRC, SecOps). Proven expertise in ServiceNow integrations (REST, SOAP, APIs, MID Servers, etc.). Experience with ServiceNow scripting (JavaScript, Glide, Flow Designer) and ServiceNow data model. Knowledge of ITIL/ITSM processes and best practices. Experience designing and implementing CMDB and Discovery. Excellent problem-solving, communication, and stakeholder management skills. Telecom domain Experience is MUST Preferred Qualifications ServiceNow Certified System Administrator (CSA). ServiceNow Certified Implementation Specialist (CIS) in multiple modules. ServiceNow Certified Application Developer (CAD). ServiceNow Certified Technical Architect (CTA) or progress toward certification. Experience with Agile/Scrum delivery methodologies. Exposure to cloud technologies (AWS, Azure, GCP) and enterprise IT ecosystems.
We're seeking an IT Service Desk Team Lead to join a well-established and forward-thinking organisation, leading a small but highly capable Service Desk team that provides critical support across a global business. This is an excellent opportunity for someone who enjoys balancing hands-on technical support with people leadership and is looking to further develop their career within IT Service Management As IT Service Desk Team Lead, you'll play a key role in shaping the day-to-day IT support experience for colleagues across the organisation. You'll lead from the front, managing and developing a team of five Service Desk Analysts while remaining actively involved in incident resolution, escalations, and service improvement initiatives. This role offers genuine progression potential for an ambitious individual who wants to build upon their leadership experience and make a visible impact within a growing and evolving IT function. While the role is predominantly office-based to support collaboration and team leadership, there is flexibility for occasional home working where business needs allow. Key Responsibilities Lead, coach and develop a team of Service Desk professionals, fostering a positive and high-performing culture. Provide hands-on technical support and act as an escalation point for complex incidents and service requests. Oversee daily Service Desk operations, ensuring tickets are managed effectively and service levels are consistently achieved. Monitor performance metrics, identify trends, and drive continuous service improvement. Manage workload distribution, queue health, and resource planning to maintain excellent service delivery. Collaborate with wider IT teams to resolve high-impact issues and support service transitions. Ensure clear communication during incidents, service disruptions, and operational changes. Maintain and improve knowledge base documentation and support processes. Support asset management and lifecycle tracking within ITSM platforms. Gather user feedback and contribute to initiatives that enhance both service quality and user experience. We're looking for someone who combines strong technical support knowledge with a passion for developing people and improving services. You'll ideally have: Previous experience in a Service Desk Team Lead, Supervisor, or IT Support leadership position. Strong understanding of incident, request, and escalation management within an IT service environment. Experience managing, coaching, and motivating team members. Excellent communication and stakeholder management skills. A customer-focused mindset with a commitment to delivering outstanding user support. The ability to balance operational delivery with service improvement and strategic thinking. Experience working with ITSM tools and service management best practices. Salary up to 50,000. Permanent, full-time position. Flexible rotating shifts (8-4, 9-5 or 10-6). Predominantly office-based working with some flexibility for home working. A genuine opportunity to progress your leadership career within a supportive and evolving IT environment. EA First Ltd are acting as an Employment Agency for this permanent vacancy.
Jul 09, 2026
Full time
We're seeking an IT Service Desk Team Lead to join a well-established and forward-thinking organisation, leading a small but highly capable Service Desk team that provides critical support across a global business. This is an excellent opportunity for someone who enjoys balancing hands-on technical support with people leadership and is looking to further develop their career within IT Service Management As IT Service Desk Team Lead, you'll play a key role in shaping the day-to-day IT support experience for colleagues across the organisation. You'll lead from the front, managing and developing a team of five Service Desk Analysts while remaining actively involved in incident resolution, escalations, and service improvement initiatives. This role offers genuine progression potential for an ambitious individual who wants to build upon their leadership experience and make a visible impact within a growing and evolving IT function. While the role is predominantly office-based to support collaboration and team leadership, there is flexibility for occasional home working where business needs allow. Key Responsibilities Lead, coach and develop a team of Service Desk professionals, fostering a positive and high-performing culture. Provide hands-on technical support and act as an escalation point for complex incidents and service requests. Oversee daily Service Desk operations, ensuring tickets are managed effectively and service levels are consistently achieved. Monitor performance metrics, identify trends, and drive continuous service improvement. Manage workload distribution, queue health, and resource planning to maintain excellent service delivery. Collaborate with wider IT teams to resolve high-impact issues and support service transitions. Ensure clear communication during incidents, service disruptions, and operational changes. Maintain and improve knowledge base documentation and support processes. Support asset management and lifecycle tracking within ITSM platforms. Gather user feedback and contribute to initiatives that enhance both service quality and user experience. We're looking for someone who combines strong technical support knowledge with a passion for developing people and improving services. You'll ideally have: Previous experience in a Service Desk Team Lead, Supervisor, or IT Support leadership position. Strong understanding of incident, request, and escalation management within an IT service environment. Experience managing, coaching, and motivating team members. Excellent communication and stakeholder management skills. A customer-focused mindset with a commitment to delivering outstanding user support. The ability to balance operational delivery with service improvement and strategic thinking. Experience working with ITSM tools and service management best practices. Salary up to 50,000. Permanent, full-time position. Flexible rotating shifts (8-4, 9-5 or 10-6). Predominantly office-based working with some flexibility for home working. A genuine opportunity to progress your leadership career within a supportive and evolving IT environment. EA First Ltd are acting as an Employment Agency for this permanent vacancy.
