IT Analyst | Desktop Support Engineer

About this role

About Marex Marex Group plc (NASDAQ: MRX) is a diversified global financial services platform providing essential liquidity, market access and infrastructure services to clients across energy, commodities and financial markets. The group provides comprehensive breadth and depth of coverage across four core services: clearing, agency and execution, market making, and hedging and investment solutions. It has a leading franchise in many major metals, energy and agricultural products, with access to 60 exchanges. The group provides access to the world’s major commodity markets, covering a broad range of clients that include some of the largest commodity producers, consumers and traders, banks, hedge funds and asset managers. With more than 40 offices worldwide, the group has over 3,000 employees across Europe, Asia and the Americas. For more information visit https://www.marex.com/ Vacancy Numbers: VN3079 & VN3080 Department description Marex has unique access across markets with significant share globally both on and off exchange. The depth of knowledge amongst its teams and divisions provides its customers with clear advantage, and its technology-led service provides access to all major exchanges, order-flow management via screen, voice and DMA, plus award-winning data, insights, and analytics. Role Summary Working as a part of the Service Desk, you will be responsible for providing first-line technical support to business users at company sites within London, diagnosing and resolving hardware, software, and system-related issues to minimise disruption to business operations. You will log, track, and manage incidents and service requests, escalate complex issues when required, and deliver excellent customer service while ensuring adherence to IT service management processes and service level agreements (SLAs). Responsibilities Role specific: Accurate logging of all Incidents, Service requests and Changes in the Service Desk system (JIRA) Management and timely resolution of Service Desk tickets Effective escalation of tickets Ensure customers are dealt with professionally and efficiently Knowledge sharing with other team members through a knowledge base system Support of Standard Microsoft Technologies Writing documentation and maintaining knowledge of new technologies and how they can help the company Ensure technical skills are updated in line with company requirements Endeavour to align working practices to ITIL framework where appropriate Providing out of hours support to users as per the on-call rota Providing support as part of a shift pattern from 6am-7pm, Monday to Friday. In addition to the above, all members of the team are expected to contribute to departmental projects, and this can include weekend work time to time. All staff: Ensuring compliance with the company’s regulatory requirements under the FCA, NFA, AMF, AFM, MAS. Adhere to the operational risk framework for your role ensuring that all regulatory or company determined parameters are complied with. Role model for demonstrating highest level standards of integrity and conduct and reflecting Company Values. At all times complying with the FCA’s Code of Conduct To ensure that you are fully aware of and adhere to internal policies that relate to you, your role or any other activities for which you have any level of responsibility To report any breaches of policy to Compliance and/ or your supervisor as required To escalate risk events immediately To provide input to risk management processes, as required. Competencies, Skills, Experience & Qualifications: Skills and Experience: Essential: Standard Microsoft Technologies Microsoft Windows Server Systems (2008/2012/2016) Microsoft Active Directory (DNS/DHCP/GPO etc.) Microsoft Exchange Supporting Windows OS and desktop hardware and software You will also be expected to have a good current knowledge of relevant technologies and best practices. Not vital but advantageous: ITIL v3, Microsoft MCSE, Citrix, Cisco. Desirable: ITIL v3, Microsoft MCSE, Citrix, Cisco. Competencies: Maintaining calm composure and effective under pressure. Flexible, adaptable, and responsive to change. Eager to learn and committed to continuous improvement. Excellent communication and stakeholder management skills. Strong written and verbal communication skills, with the ability to explain complex concepts in a clear, user-friendly manner. Conduct Rules , You must: Act with integrity Act with due skill, care and diligence Be open and cooperative with the FCA, the PRA and other regulators Pay due regard to the interests of customers and treat them fairly Observe proper standard of market conduct Act to deliver good outcomes for retail customers Company Values Be collaborative - by working together across the organisation, we foster teamwork, can better respond to challenges and successfully deliver for our clients Act with integrity - we pride ourselves on our honesty and high ethical standards. We apply these values when working with all our clients, colleagues and other stakeholders Be adaptable and entrepreneurial - we embrace change as markets evolve to constantly increase our efficiency and create innovative solutions for our clients. We are interested in the world around us and inquisitive about understanding the challenges and opportunities our clients face. Be respectful – how we treat each other, and our clients says everything about who we are. We always act respectfully and treat people fairly in everything we do. Nurture talent – we aim to grow our own talent and make Marex the place ambitious, hardworking and talented people choose to build their career. This means giving and taking stretch opportunities, taking risks, and committing to career development and support – for ourselves, and our teams. Marex is fully committed to being an inclusive employer and providing an inclusive and accessible recruitment process for all. We will provide reasonable adjustments to remove any disadvantage to