IG’s Service Desk team are the first point of contact between end users and IT, the team are responsible for recording incidents and service requests within IG, and work to either restore service as quickly as possible, also were required, alert and / or escalate to the specialist support team. The position requires technical troubleshooting abilities and excellent customer service skills.
So who are we?
Hello, we’re IG Group. No, not Instagram – though we're a pretty big deal ourselves. We’re a global, FTSE 250-listed company made up of a collection of progressive fintech brands in the world of online trading and investing. The best part? We’ve snapped up many awards for our top-class platforms, forward-thinking products, and incredible employee experiences.
We believe in financial freedom, and our purpose is to help ambitious people achieve it. Around 400,000 people use our groundbreaking technology and forward-thinking platforms to trade the financial products they know and love.
Did we mention we have offices in 18 countries? Yes, when you join IG Group, you'll have the chance to work across multiple brands with people all over the world. We work in cross-functional teams, focused on delivering at pace to improve the experience of traders on our platforms.
What You Will Do
Triage incidents and service requests via phone, e-mail, communicator, ServiceNow.
Troubleshoot end user incidents and where possible resolve upon first contact.
Accurately record and document all details of the incident or service request, including categorization and priority into ServiceNow
The primary base of this role is to proactively work within the Kraków based Service Desk team to support the EMEA region with various aspects of the role supporting the company globally.
When incidents are raised the job holder will need to quickly determine the severity of the issue with regard to business impact and technical complexity.
This role encompasses all areas of technology used within the desktop environment including Microsoft, Apple, and a range of bespoke applications supporting both the trading desk and general IT infrastructure.
Day to day tasks will involve various aspects of UK, EMEA, and Global support including AD management, workstation application testing, deployment and maintenance, print management, patching, rollouts, video, video conferencing, as well as servers and software that support these functions were required. Predominantly PC but also Mac support.
The successful candidate will be able to demonstrate a technical proficiency and depth of experience across desktop related technology such as: Active Directory, TCP/IP, Windows Defender, Mobile Device Management, Microsoft SCCM as well as an in-depth knowledge of the Microsoft operating system family.
Provide remote access/VPN support.
Build relationships with the escalation teams to ensure that IT-delivered services and end-user productivity goals are understood and met or exceeded.
Be an advocate for the end user to ensure he or she receives high-quality and timely service and support from the entire IT organization.
Will be able to demonstrate strong problem-solving and organizational skills
Ability to work under pressure and to tight deadlines
Initiate ideas to drive service improvements and efficiencies within the team
Who we’re looking for?
Role
While there are many profiles of people who work at IG – across all roles, we’re looking for a few common traits:
You are curious about our product and the technology that sits behind it
You care about our clients, and you are hungry to improve their user experience
You are impatient about driving change and willing to deliver at pace
You are not afraid of the complexity of financial regulation and want to learn & grow your expertise
You are a creative problem solver capable of innovating and thinking big
We don’t fit the corporate stereotype. If you want to work for a traditional, suit-and-tie corporate, we might not be for you. But, if you have that IG Group energy and can stand behind what we believe in, join us in raising the bar for our customers and across the trading industry.
What You’ll Need For This Role
Essential Skills and Attributes:
Attention to detail
Excellent communication and interpersonal skills
Windows 10 desktop infrastructure within a large financial (or similar) organization.
Active Directory administrative experience within a medium / large organization.
Application deployment and maintenance, including testing and documentation.
Practical understanding of computer hardware and software.
Experience working with Call logging systems e.g. ServiceNow.
Experience of Java in a desktop environment
Self-organized
Ability to follow procedures and guidance
Understanding of the role of Service Desk in an organization
Graduate level or equivalent
Desirable Skills
Supporting a mobile workforce within a secure enterprise environment
Experience of general administration of Office 365 or similar
Experience of supporting directors and senior management
Microsoft System Center Configuration Manager (SCCM) or similar enterprise software delivery & management application
Familiar with market data platforms like Reuters and Bloomberg.
Endpoint protection products e.g. Lumens ion.
Microsoft System Center Configuration Manager
Windows 10 and MacOS support
Mobile Device support.
RSA Administration and VPN support.
A strong interest in computers and technology outside of work.
MCP or Network Plus
Notes
The teamwork in shift over a 24-hour period, the successful candidate will be required to participate in the Out of Hours Support Rota over the whole weekend.
How You’ll Grow
When you join IG Group, we want you to have more than a job – we want you to have a career. And you can. If you spot an opportunity, we want you to chase it. Stretch yourself, challenge your self-beliefs, and go for the things you dream of. With internal and external learning opportunities and the tools to help you skyrocket to success, we’ll support you all the way.
And these opportunities truly are endless because we have some bold targets. We plan to expand our global presence, increase revenue growth, and ultimately deliver the world’s best trading experience. We’d love to have you along for the ride.
The perks
It really is more than a job. We’ll recognize your talent and make sure that you can still have a life – at work, and outside of it. Networks, committees, awards, sports and social clubs, mentorships, volunteering opportunities, extra time off… the list goes on.
Competitive salary
Private medical cover for you and your family (Medicover)
Multikafeteria system (you can choose multisport card, vouchers etc.)
Life insurance (Generali)
Comprehensive global and local onboarding process – to the company and to your role
Unlimited access to LinkedIn Learning Platform
Employee-led LGBTQ+, Women’s, Black and Parents & Carers networks with annual budget for organizing events & projects that foster an open, diverse and inclusive culture
Option to participate and create ESG initiatives based on IG Brighter Future Fund
Online stretching sessions
Online wellbeing weeks
Online social events
Annual parties - summer picnic and Christmas Party and other social events
Flexible working hours – depending on the role
Flexible work arrangements – we work in hybrid working framework
Home office equipment reimbursement
2 additional days off a year for voluntary work
1 additional day off to celebrate your Birthday ?
How You’ll Work
We follow a hybrid working model; we reckon it’s the best of both worlds. This model also feeds into our secret ingredients for innovation: diversity, flexibility, and close connection. Plus, you’ll be welcomed into a diverse and inclusive workforce with a lot of creative energy.
Ask our employees what their favorite thing is about working at IG, and you’ll hear an echo of ‘our culture’! That’s because you can come to work as your authentic self. The things that make you, you – like your ethnicity, sexual orientation, faith, age, gender identity/expression or physical capacity – can bring a fresh perspective or new skill to our business.
That’s why we welcome people from various walks of life; and anyone who wants to help us realize our vision and strategy by delivering at pace and championing the client in everything we do.
About
We also think hard about our ways of working as a company. At IG Group, we’ve set out five target behaviours that we expect everyone to strive to achieve in all that we do:
Lead & Inspire: Leading teams in a way that drives trust, alignment, and enthusiasm;
Think Big: We focus on the problems that most move the needle of commercial outcomes;
Champion the client: We always keep the client's needs front of mind and deliver as much value for them in all that we do;
Deliver at pace: We work to ensure nothing stands in the way of fast delivery of sustainable growth for our business;
Raise the bar: We raise the bar by taking ownership of outcomes and being accountable for making things better all across IG.