Service Desk Analyst

Who Are We

Lumon is a leading foreign exchange and international payments company enabling effortless overseas payments by uniting people technology and expertise.

We help companies expand globallywhether thats paying international suppliers and staff receiving funds from overseas clients or managing currency risks that impact the bottom line. Were passionate about what we do because helping people and businesses achieve their goals is far more meaningful than simply moving money.

Whats the Role

As a Service Desk Analyst you will be the first point of contact for all IT incidents and service requests. Youll deliver highquality 1st and 2nd line technical support ensuring colleagues receive a reliable secure and responsive IT service.

Youll work with key technologies including:

• Microsoft Intune

• ManageEngine

• Jira Service Management

• Azure Entra ID

• Windows 11

• Microsoft 365

• RingCentral

• Salesforce

Your work will help maintain a stable technical environment and an excellent user experience across the business.

What Does That Actually Mean

Were looking for a proactive Service Desk Analyst who enjoys helping people and keeping IT services running smoothly. Youll troubleshoot issues manage service requests and work with a variety of modern tools and technologies.

Youll collaborate closely with IT teams and stakeholders across the business to ensure colleagues have the tools access and support they need to do their best work.

What Youll Be Doing

1st & 2nd Line Technical Support

• Act as the first point of contact for all IT queries via Jira Service Management.

• Complete tickets in line with SLAs providing timely updates and clear communication.

• Provide handson support for Windows 11 devices (OS drivers performance hardware).

• Support Microsoft 365 applications: Outlook Teams SharePoint OneDrive Office apps.

• Perform Azure Entra ID administration: user creation access management MFA resets group membership licensing.

• Support device configuration deployment and troubleshooting using Intune.

• Provide application support for Salesforce and the FX platform.

User Support & Customer Service

• Deliver exceptional customer service across multiple locations and functions.

• Support users remotely via phone chat or in person.

• Assist with onboarding device setup and induction for new starters.

• Create and maintain knowledge base articles for enduser selfhelp.

Device Patch & Endpoint Management

• Support patching software deployment and compliance via ManageEngine.

• Monitor device health and security compliance.

• Maintain accurate IT asset management and device tracking.

Telephony & Collaboration Tools

• Provide administration and support for RingCentral.

• Support Teams configuration user setup call flows and endpoint troubleshooting.

Incident Problem & Change Support

• Log categorise and prioritise incidents and requests in line with SLAs.

• Escalate tickets to 2nd/3rd line teams or suppliers when needed.

• Support problem investigations and identify recurring issues.

• Assist with change control tasks including prechecks impact assessments and communications.

Operational Responsibilities

• Maintain meeting room technology and assist with AV setups.

• Support IT asset lifecycle activities (builds replacements decommissioning).

• Assist with security and compliance activities alongside IT Security and Infrastructure.

• Contribute to ongoing service improvement initiatives.

What Were Looking For

Essential Experience

• Previous experience in a Service Desk or IT Support role (1st/2nd line).

• Strong knowledge of:

  • Windows 11

  • Microsoft 365

  • Azure Entra ID

  • Intune

  • ManageEngine

  • Jira Service Management

  • RingCentral / Teams telephony

• Excellent troubleshooting skills across hardware software networking and access issues.

• A proactive customerfocused mindset with strong communication skills.

• A desire to learn grow and contribute to continuous improvement.

The Qualities That Matter Most

• A genuine desire to make a meaningful impact.

• Willingness to put in the effort to solve problems effectively.

• Initiative to find smart efficient solutions.

• A collaborative mindsetteamwork always wins.

What Else Will Help You Succeed

• Passion for technology and helping users succeed.

• Curiosity and willingness to challenge yourself.

• A positive solutionsdriven attitude.

What can we offer you

Lumon is proud to be an Equal Opportunity Employer. We are committed to equal employment opportunity regardless of race colour ancestry religion sex sexual orientation age marital status disability or gender identity.

If you consider yourself to have a disability or require any reasonable adjustment during the recruitment process or within the workplace please highlight this at the earliest opportunity we will provide appropriate support to you throughout the process.