Sword Group on cord

Sword Group

Senior Service Desk Analyst

External position
Aberdeen, UK
Hiring internally for Sword Group?
Consultancy · Data
Posted
2 days ago
Checked
cord regularly checks that external positions are still open
2 days ago

Skills & Experience

Job roles: Support Engineer
Experience level: Senior
Core skills considered: Technical support, Technical Documentation
Other skills considered: Stakeholder Management

Logistics

Base salary: Undisclosed
Some companies on cord are unable to disclose salaries publicly due to internal company policies. Message the company for salary information.
Employment type: Permanent
Remote working: Hybrid
Visa sponsorship: Not available

Job Description

The Senior Service Desk Analyst provides senior technical and operational capability within the Service Desk Operations function, supporting customers across a range of Managed Services environments.

The role is responsible for taking full ownership of assigned Incidents and Requests, including more complex or sensitive issues, ensuring they are investigated, progressed, resolved or escalated appropriately. The Senior Service Desk Analyst is expected to bring strong technical knowledge, sound judgement and a consistent focus on service quality and customer outcomes.

In addition to managing their own workload, the role provides technical guidance and peer support, helps maintain operational standards and leads by example. The Senior Service Desk Analyst plays an important part in ensuring the Service Desk operates with the discipline, consistency and care expected of a professional MSP.


What You'll Be Doing

Service Desk Support & Service Ownership

  • Take full ownership of assigned Incidents and Requests from initial investigation through to resolution, fulfilment or appropriate escalation.
  • Provide effective technical support across customer environments, following agreed processes, procedures, service levels and customer commitments.
  • Investigate and resolve more complex or sensitive issues within the scope of the Service Desk, using sound technical judgement and structured troubleshooting.
  • Ensure tickets are accurately categorised, prioritised, documented and progressed throughout their lifecycle.
  • Maintain clear ownership of actions, customer communication, technical investigation and next steps.
  • Recognise when an issue cannot be resolved within the Service Desk and ensure it is escalated to the correct resolver team with the right information and evidence.
  • Monitor assigned work and take action where tickets are ageing, stalled, approaching SLA breach or at risk of impacting the customer.
  • Maintain responsibility for the customer experience even when an issue has been escalated elsewhere.

Customer Experience & Service Delivery

  • Provide professional, clear and timely communication throughout the Incident or Request lifecycle.
  • Build customer confidence through ownership, technical credibility, accurate information and consistent follow-through.
  • Understand the impact of technical issues on the customer, their users and the wider service.
  • Set realistic expectations and ensure customers are kept informed when progress, ownership or timescales change.
  • Manage difficult or sensitive interactions calmly and professionally.
  • Ensure customer commitments and service levels are understood and reflected in day-to-day activity.
  • Identify and raise risks to service quality, customer experience or operational performance at the earliest opportunity.

Operational Excellence

  • Work consistently within the Service Operations Manual, Service Operations Procedures, Service Desk standards and agreed customer ways of working.
  • Maintain high standards of ticket quality, documentation, categorisation, prioritisation and ownership.
  • Follow the agreed Incident, Request, Knowledge, Problem and Change processes and understand how Service Desk activity contributes to the wider service.
  • Use ServiceNow and other approved tools correctly and consistently to maintain accurate operational information.
  • Identify ageing, recurring, misrouted, incorrectly prioritised or poorly documented work and take appropriate action.
  • Support effective queue management and contribute to the achievement of SLA, KPI and customer performance targets.
  • Recognise operational risk and escalate issues where service quality, customer commitments or team performance may be affected.
  • Maintain a disciplined and organised approach to workload management, handovers and shift responsibilities.

Knowledge, Improvement & Technical Leadership

  • Create, maintain and improve knowledge articles, technical documentation, work instructions and known-error information.
  • Identify recurring incidents, avoidable contacts, knowledge gaps and opportunities for shift-left or improved first-time resolution.
  • Contribute to Problem Management, Continual Service Improvement and service optimisation activities.
  • Share technical knowledge and practical experience with other Service Desk Analysts.
  • Provide informal coaching, guidance and support to less experienced colleagues.
  • Help identify training, tooling, process or technical capability gaps within the Service Desk.
  • Support the introduction of new services, technologies, procedures and customer requirements into Service Desk Operations.
  • Provide constructive feedback where processes, tools or ways of working are not supporting effective service delivery.

Team Contribution

  • Lead by example in relation to ownership, technical capability, customer communication, quality and operational discipline.
  • Support a positive, collaborative and accountable Service Desk culture.
  • Work effectively with Service Desk colleagues, Customer Operations, Technical Services and other resolver teams.
  • Provide clear and useful handovers, updates and technical information to support continuity of service.
  • Contribute to team discussions, operational reviews and improvement activity.
  • Support colleagues during periods of high demand, major incidents or operational pressure.
  • Maintain professionalism, reliability and care and attention to detail in all aspects of the role.

Requirements

Required Skills & Experience

  • Significant experience working within an MSP, Managed Services or enterprise Service Desk environment.
  • Strong experience supporting enterprise customers and working to defined service levels and customer commitments.
  • Proven experience managing Incidents and Requests through investigation, resolution, fulfilment or escalation.
  • Strong understanding of ITIL-based Incident, Request, Knowledge, Problem and Change Management.
  • Experience using ServiceNow or an equivalent ITSM platform.
  • Strong technical troubleshooting capability across areas such as Windows, Microsoft 365, Outlook, Teams, Active Directory, Entra ID, authentication, MFA, endpoints and business applications.
  • Ability to investigate more complex technical issues using a structured and methodical approach.
  • Strong understanding of ticket lifecycle management, queue control, prioritisation and operational ownership.
  • Ability to produce clear technical documentation and maintain accurate service records.
  • Strong customer service, communication and stakeholder management skills.
  • Ability to manage competing priorities while maintaining quality, control and follow-through.
  • Ability to provide technical guidance and constructive support to less experienced colleagues.
  • Strong attention to detail and a clear commitment to continual improvement.

Desirable Qualifications & Experience

  • ITIL v4 qualification or equivalent experience.
  • Experience supporting customers in the Energy, Oil & Gas or other regulated environments.
  • Understanding of ISO/IEC 20000, ISO 27001 or equivalent service and information security standards.
  • Experience mentoring colleagues or providing technical leadership within a Service Desk.
  • Experience using ServiceNow ITSM, Knowledge, reporting and operational dashboards.
  • Experience contributing to Problem Management, Continual Service Improvement, service transition or operational readiness.
  • Relevant Microsoft technical certifications or equivalent practical experience.

Key Personal Attributes / Behaviours

  • Takes ownership and remains accountable for the outcome, not simply the activity.
  • Takes pride in the quality, accuracy and completeness of their work.
  • Demonstrates care and attention to detail in technical investigation, ticket records and customer communication.
  • Leads by example and consistently works to the required MSP standard.
  • Pro

Company Benefits

  • competitive salary
  • pension
  • private healthcare
  • employee assistance programme
Senior Service Desk Analyst at Sword Group
Position posted 2 days ago

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Starling Bank on cord

Starling Bank

Full Stack Engineer (ML Ops)

London, UK
FinTech · Banking · Finance
A better bank for everyone
Active
over 6 months ago
Responds to
0% of requests
Responds in
1h 55m
Requests
7 pending

Skills & Experience

Job roles: Full Stack
Experience level: Mid, Senior
Core skills considered: Java, React, Redux, AWS, JavaScript

Logistics

Base salary: £70K - £110K
Employment type: Permanent
Remote working: Hybrid (up to 2 remote days p/w)
Visa sponsorship: Not available

Job Description

Starling is the UK’s first and leading digital bank on a mission to fix banking! Our vision is fast technology, fair service, and honest values. All at the tap of a phone, all the time.

Starling is the UK’s first and leading digital bank on a mission to fix banking! We built a new kind of bank because we knew technology had the power to help people save, spend and manage their money in a new and transformative way.

We’re a fully licensed UK bank with the culture and spirit of a fast-moving, disruptive tech company. We’re a bank, but better: fairer, easier to use and designed to demystify money for everyone. We employ more than 3,000 people across our London, Southampton, Cardiff and Manchester offices.

Our technologists are at the very heart of Starling and enjoy working in a fast-paced environment that is all about building things, creating new stuff, and disruptive technology that keeps us on the cutting edge of fintech. We operate a flat structure to empower you to make decisions regardless of what your primary responsibilities may be, innovation and collaboration will be at the core of everything you do. Help is never far away in our open culture, you will find support in your team and from across the business, we are in this together!

The way to thrive and shine within Starling is to be a self-driven individual and be able to take full ownership of everything around you: From building things, designing, discovering, to sharing knowledge with your colleagues and making sure all processes are efficient and productive to deliver the best possible results for our customers. Our purpose is underpinned by five Starling values: Listen, Keep It Simple, Do The Right Thing, Own It, and Aim For Greatness.

Hybrid Working

We have a Hybrid approach to working here at Starling - our preference is that you're located within a commutable distance of one of our offices so that we're able to interact and collaborate in person. We don't like to mandate how much you visit the office and work from home, that's to be agreed upon between you and your manager.

Our Data Environment

Our Data teams are excited about the value of data within the business, powers our product decisions to improve things for our customers and enhance effective and agile decision making, regardless of what their primary tech stack may be. Hear from the team in our latest blogs or our case studies with Women in Tech.

We are looking for talented data professionals at all levels to join the team. We value people being engaged and caring about customers, caring about the code they write and the contribution they make to Starling. People with a broad ability to apply themselves to a multitude of problems and challenges, who can work across teams do great things here at Starling, to continue changing banking for good.

Requirements

We have built our entire banking platform in house and mostly in Java. We are looking for people who want to work on building the tooling that is used by our engineers on a daily basis.

We are looking for people who are truly full stack, and are as comfortable polishing their javascript front end as they are debugging the innards of their java applications database interactions, or standing up infrastructure with terraform. We are looking for people who can:

  • Design REST apis.
  • Code backend services, ideally using Java, or another other server side compiled language.
  • Develop modern front ends, ideally using React and Redux.
  • Get their code into the cloud and support it there, ideally on AWS.
  • Believe in clean coding, simple solutions, automated testing and continuous deployment.
  • Like to take ownership of a feature from the original idea through to live.
  • Think (like us) that a small number of empowered developers is the right way to deliver software.

Company Benefits

  • 33 days holiday (including flexible bank holidays)
  • An extra day’s holiday for your birthday
  • 16 hours paid volunteering time a year
  • Part-time and/or flexible hours available for most roles
  • Salary sacrifice, company enhanced pension scheme
  • Life insurance at 4x your salary
  • Hybrid/remote working
  • Private Medical Insurance with VitalityHealth including mental health support and cancer care. Partner benefits include discounts with Waitrose, Mr&Mrs Smith and Peloton
  • Generous family-friendly policies
  • Varied social groups set up and run by our employees
  • Perkbox membership giving access to retail discounts, a wellness platform for physical and mental health, and weekly free and boosted perks
  • Access to initiatives like Cycle to Work, Salary Sacrificed Gym partnerships and Electric Vehicle (EV) leasing

Full details are available on our careers site

Interview Process

Interviewing is a two way process and we want you to have the time and opportunity to get to know us, as much as we are getting to know you! Our interviews are conversational and we want to get the best from you, so come with questions and be curious. In general you can expect the below, following a chat with one of our Talent Team:

  • Stage 1 - 30 mins with one of the team
  • Stage 2 - Take home challenge
  • Stage 3 - 90 mins technical interview with two team members
  • Stage 3 - 45 min final with an executive and a member of the people team
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