Service Desk Analyst

IT Service Desk Team Leader An organisation is seeking an experienced IT Service Desk Team Leader to oversee a high-performing support function. This role is focused on driving service performance, improving first-time resolution, and ensuring a reliable, customer-focused IT front door. 🔹 Key Responsibilities Lead and develop a team of ~10–15 Service Desk Analysts in a 24×7 environment Oversee day-to-day Service Desk operations (incidents & service requests) Ensure delivery against SLAs, KPIs, and customer satisfaction targets Act as escalation point for major incidents and operational issues Manage rota planning to maintain continuous support coverage Drive improvements such as first-time fix and shift-left initiatives Monitor and improve key metrics (SLA, FTF, ASA, CSAT) Maintain high standards in ticket quality, documentation, and knowledge management Collaborate with wider IT teams (2nd line, technical operations, service management) Support major incident processes and service improvement initiatives Promote ITIL best practice (Incident, Problem, Change, Request) 🔹 Experience Required Proven experience in a Service Desk Team Leader / Supervisor / Senior Analysts Strong experience managing or mentoring Service Desk teams Track record delivering against key Service Desk KPIs Experience within ITIL-based service environments Strong incident & escalation management experience, including major incidents Hands-on use of ITSM tools (e.g. ServiceNow or similar) Experience driving service improvements (shift-left, knowledge management, process optimisation) Experience supporting multi-site or enterprise environments 🔹 Key Attributes Customer-first mindset with strong awareness of business impact Confident leader able to motivate and develop teams Calm and decisive under pressure, especially during major incidents Strong communication skills across technical and non-technical audiences Collaborative, proactive, and solution-oriented approach Focus on continuous improvement and service excellence High attention to detail and accountability for outcomes Resilient and adaptable in fast-paced, always-on environments

Full Stack Cloud Engineer: Location: London Working Pattern: Hybrid Salary: £60,000 to £80,000 per annum + benefits + company shares Experience: 2 - 4 years Eligibility: Must have a minimum of 3 years’ UK residency Role Overview We are supporting an innovative AI start-up delivering high-assurance, mission-critical solutions. This role is suited to a Full Stack Cloud Engineer who thrives in a start-up environment, takes ownership, and is able to think beyond the immediate technical challenge to understand the wider product and business impact. This is an opportunity to join a high-growth, purpose-driven organisation, offering significant autonomy, technical ownership, and the chance to contribute to impactful solutions in a high-assurance environment. You will play a key role in building and scaling secure, cloud-native applications where reliability, precision, and performance are critical. Key Responsibilities Design, build and maintain full stack, cloud-native applications Develop scalable backend services using Python Work across the full development lifecycle, from concept through to deployment Build and optimise infrastructure on GCP Collaborate with cross-functional teams to deliver impactful, AI-driven solutions Ensure high levels of system reliability, security and performance Contribute to architectural decisions with a focus on scalability and resilience Key Skills and Experience 2 to 4 years’ experience as a Full Stack or Cloud Engineer Strong programming capability in Python Hands-on experience with Google Cloud Platform Experience building and deploying production-grade applications Understanding of modern DevOps practices and cloud architecture Ability to operate effectively in high-assurance, low-throughput environments Experience in a start-up or scaling business environment Desirable Background Experience working within public sector environments such as law enforcement, NHS, or wider government organisations Exposure to regulated or mission-critical delivery environments Personal Attributes Start-up mindset with a proactive, ownership-led approach Strong ability to see the bigger picture and align technical delivery to broader objectives Resilient, delivery-focused and comfortable operating where failure is not an option Strong analytical and problem-solving skills with high attention to detail

We are partnering with an innovative and rapidly growing AI-focused SME developing cutting-edge technologies to support law enforcement and public sector organisations. This is a unique opportunity to join a scaling business at an early stage, where you will have the autonomy to shape solutions, influence direction, and work on impactful, real-world challenges. This is a permanent position based in London with flexible working and a salary banding of £60,000 to £90,000 + excellent benefits. About the Role We are seeking a Data Scientist to work on advanced analytical solutions across biometric and geospatial (GPS) datasets, with a particular focus on anomaly detection. You will work with multiple complex data streams, including biometric data captured via wearable technologies and location-based datasets. This role will suit someone who enjoys working close to the intersection of software, data, and hardware, gaining an understanding of how data is captured as well as how it is analysed. You’ll play a key role in developing scalable models and helping define the technical direction in a fast-paced, evolving environment with minimal structure. Key Responsibilities Develop and deploy data science models, with a focus on anomaly detection Work across multiple datasets, including biometric and GPS/location data Analyse and interpret data generated from wearable hardware devices Collaborate with engineering teams to understand data capture mechanisms and pipelines Contribute to shaping the technical roadmap and direction of the product Explore opportunities to leverage AI/ML techniques (including LLM-related approaches where relevant) Scale solutions from prototype through to production Key Requirements Proven experience as a Data Scientist within an SME or scaling environment Strong experience in machine learning and anomaly detection techniques Experience working with time-series, biometric, or GPS/location data Understanding of how data is generated from hardware or IoT/wearable devices Ability to operate with limited direction and take ownership of solutions Strong programming skills (e.g. Python, relevant ML libraries) Experience deploying models into production environments What’s on Offer Salary of £60,000 – £90,000 Opportunity to join a high-growth AI company at an early stage High level of ownership and influence over technical direction Work on mission-critical solutions supporting law enforcement Exposure to cutting-edge problems across AI, biometrics, and geospatial data

Supplier Performance & Contract Manager Sheffield - 2 days a week on-site £550 per day - Inside IR35 Our client is looking for an experienced Supplier Performance & Contracts Manager to join a Technology Supplier Relationship Management (SRM) function on an interim basis until 31 March 2027. This role is focused on the in-life management of strategic technology suppliers, ensuring contractual compliance, effective supplier governance, performance management and commercial oversight of Statements of Work (SOWs) and supplier proposals. Working closely with Technology, Procurement, Service Delivery, Infrastructure and Project teams, this role will manage day-to-day supplier governance activities across a portfolio of key suppliers, helping to ensure that contracted services and deliverables are aligned to business requirements and agreed contractual terms. This is a hands-on, transactional role requiring a candidate who can quickly integrate into the team with minimal onboarding and make an immediate impact Key responsibilities: Manage the day-to-day governance and oversight of a portfolio of strategic technology suppliers Review and assess Statements of Work (SOWs) to ensure alignment with contractual agreements, commercial terms, rates and service commitments Provide commercial challenge and scrutiny of supplier proposals, ensuring value for money and alignment with business requirements Monitor, track and manage supplier requests and proposals through approval and governance processes Conduct supplier performance reviews against contracted obligations, service levels and agreed deliverables Manage and coordinate supplier performance escalations, ensuring issues are resolved efficiently and appropriately Ensure compliance with supplier governance frameworks, processes and controls Work closely with Procurement, Infrastructure, Service Delivery and Project teams to ensure supplier engagements are managed effectively Main Duties and Responsibilities: Proven experience in Supplier Management, Supplier Performance Management, Contract Management, Commercial Management or Procurement-related roles Strong experience managing third-party suppliers within a complex enterprise environment Experience reviewing and governing Statements of Work (SOWs) against contractual terms and commercial agreements Strong understanding of contract management principles and supplier governance processes Experience challenging supplier proposals and validating commercial value and deliverables Experience working with multiple stakeholder groups across business and technology functions Ability to manage supplier performance reviews and performance-related escalations

ICT Service Desk Agent Join our team as an ICT Service Desk Agent, where you will be the first point of contact for IT-related queries. This role is ideal for someone with strong customer service skills and an interest in IT, looking to expand their knowledge and experience in a dynamic environment. Day to Day of the Role: Work on the ICT Service Desk, accurately recording all calls offered by either phone or email into the Service Management Tool (SMT). Perform accurate assessment of calls, aiming for a first-time fix where possible. Provide technically accurate solutions to users and customers, aiming to resolve 75% of incidents at the first point of contact. Allocate unresolved incidents and RFCs to the correct section of ICT services, ensuring accurate and sufficient problem determination has been attempted at first point of contact. Maintain the accuracy of the Service Management Tool and related databases by updating new user information, relocations, etc. Liaise directly with external maintenance suppliers and update internal customers as incidents are resolved or RFCs are released into the production environment. Produce statistical reports from the SMT and participate in quality control groups to identify service quality improvements. Participate in Change Advisory Boards, considering the risk and impact of releasing changes into the production environment. Manage, prioritise, and chase outstanding calls with appropriate staff within ICT and external suppliers. Required Skills & Qualifications: Strong customer service skills. A keen interest in IT and willingness to learn. Ability to work effectively both independently and as part of a team. Excellent communication and interpersonal skills. Experience in using IT systems and software. Familiarity with ITIL best practices is advantageous but not required. Benefits: Exposure to a professional IT environment. Opportunity to develop IT and customer service skills. Competitive contract rates. To apply for the Service Desk Agent position, please submit your CV and a cover letter detailing your customer service experience and your interest in IT.

Solace Middleware Engineer We are seeking a Solace Middleware Engineer to join our specialised middleware and application platform support team within the Global Investment Bank's dedicated low-latency infrastructure. This role is pivotal in supporting electronic trading systems across Forex (FX) and Fixed Income (FI) markets. The successful candidate will possess deep technical expertise in Solace middleware and a practical understanding of trading workflows and ultra-low latency requirements. Essential Skills: Expert-level knowledge of Solace PubSub+ platform. Hands-on experience configuring Solace message VPNs, queues, topic endpoints, bridges, and DMR. Proven ability to tune Solace for ultra-low latency trading environments. Strong knowledge of messaging middleware technologies and multicast messaging protocols. Specific experience with market-facing and low-latency infrastructure for Forex and Fixed Income trading. Strong Linux/Unix administration skills with focus on network and messaging performance tuning. Automation and scripting proficiency (Python, Shell scripting, SQL). Strong experience in technical platforms or infrastructure support, preferably in electronic trading or capital markets technology. Excellent communication skills Ability to work under pressure during market hours and resolve issues quickly. Project management collaboration skills for gathering technical requirements. Solace Messaging Infrastructure: Architect and administer the enterprise Solace PubSub+ platform supporting real-time trading applications. Design and implement Solace messaging patterns optimized for low-latency trading. Configure and tune Solace brokers, message VPNs, queues, topic endpoints, and client profiles for optimal performance. Manage Solace high-availability configurations including primary/backup broker pairs and replication. Implement Solace DMR (Dynamic Message Routing) for inter-datacenter message distribution. Define and enforce Solace governance frameworks, naming conventions, and messaging standards. Monitor and optimize message flow performance, identifying and resolving latency issues. Capacity plan for Solace infrastructure based on trading volumes and growth projections. Trading Application Integration: Collaborate with CMI development teams globally to integrate trading applications with Solace messaging. Design topic hierarchies and subscription patterns for market data distribution and trade execution flows. Implement multicast messaging standards for efficient market data dissemination. Optimize Solace client configurations for trading applications. Support message transformation, filtering, and routing requirements within Solace. Troubleshoot complex messaging issues affecting trade execution and market data delivery. Monitoring & Performance Management: Deploy and maintain specialized monitoring for Solace infrastructure using ITRS Geneos and Corvil. Create custom monitoring dashboards for message latency, throughput, queue depths, and broker health. Analyse message flow patterns to identify performance bottlenecks and optimization opportunities. Conduct post-incident analysis of messaging-related trading disruptions. To apply for this Solace Middleware Engineer position, please submit your CV and cover letter detailing your relevant experience and why you are interested in this role.

Senior Platform Engineer (Automation & DevOps) Manchester (Hybrid- 1 day on site every 2 weeks) £55K – £76K A Senior Platform Engineer is required for our client to help modernise and scale our technology platforms through high‑quality, secure automation. In this role, you’ll lead the design and delivery of Infrastructure as Code (IaC) and CI/CD solutions across a hybrid, Azure‑first environment, working closely with senior stakeholders, architects, and engineering teams. You’ll combine hands‑on technical expertise with leadership, setting automation standards, shaping strategy, and mentoring others. Responsibilities: Design and deliver enterprise‑scale automation using Terraform, Bicep, PowerShell and Python Build and improve CI/CD pipelines with GitHub Actions and Azure DevOps Act as the Azure automation SME, advising on security, resilience, and cost efficiency Influence standards and governance via the Technical Design Authority Support and develop colleagues in an inclusive, collaborative team Experience required: Strong experience delivering automation in Azure and hybrid environments Deep IaC and scripting expertise Knowledge of on-premise infrastructure technologies including, Server (operating system and hardware), VMware, Exchange, Networks switches, firewalls, storge technologies security and SAN. Experience working within regulated or complex enterprise estates Excellent communication and stakeholder engagement skills Leadership or mentoring experience Experience with M365, Power Platform or AI‑driven automation is beneficial but not essential.

SharePoint & Power Platform Specialist Salary: £60,000 - £65,000 Location: South West London Working Pattern: Hybrid Contract: Permanent We are seeking a talented SharePoint Specialist to join a growing IT & Business Systems function, where you will play a key role in designing and delivering enterprise-level Microsoft 365 solutions. This is an exciting opportunity for a hands-on specialist who enjoys building scalable, user-focused solutions and driving best practice across SharePoint environments. You will take ownership of the development, governance, and optimisation of SharePoint Online, while also contributing to Power Platform initiatives. The Role As a key member of the team, you will lead the design and delivery of SharePoint-based solutions that support collaboration, document management, and business process automation across the organisation. You will be responsible for ensuring platforms are secure, well-governed, and aligned with business needs, while helping to drive operational efficiency and improved information management. Key Responsibilities Design and deliver SharePoint Online solutions, including intranets, document management systems, and collaboration platforms Establish and maintain SharePoint governance frameworks, including permissions, site structures, and content lifecycle management Define document management standards such as naming conventions, version control, and content structure Develop solutions using SPFx, REST APIs, and Microsoft Graph Build and support integrations across the Microsoft 365 ecosystem and external systems Develop and maintain Power Apps and Power Automate solutions (SharePoint-led data environments) Design and manage information architecture, including metadata, taxonomy, and search optimisation Deliver business process automation to support operational workflows Ensure security, compliance, and data governance standards are met Support deployment, release management, and ongoing BAU activities Collaborate closely with stakeholders to gather requirements and deliver effective solutions About You We are looking for someone with strong SharePoint expertise and a passion for delivering high-quality solutions in a fast-paced environment. You will have: Proven experience delivering SharePoint Online solutions in production environments Strong understanding of SharePoint governance, architecture, and security models Ideal but not essential - hands-on development experience with SPFx, JavaScript, REST APIs, and Microsoft Graph Exposure to Power Platform (Power Apps and Power Automate) Solid knowledge of Microsoft 365 integrations (SharePoint, Teams, Outlook) Experience with data governance, document management, and compliance requirements Strong stakeholder engagement skills and the ability to translate business needs into technical solutions Desirable experience includes Dataverse, Azure services, and CI/CD or release management processes.

IT First Line Service Desk Analyst – 12 Month FTC Location: Newcastle Salary: £27 - £30k 9-5 Day Shifts Join a global organisation headquartered in the vibrant heart of Newcastle as an IT First Line Service Desk Analyst. This role is your chance to be part of a dynamic IT team, providing essential support and making a real impact on our operations. Day-to-Day of the Role: Provide technical support, training, and advice to colleagues across the entire infrastructure via phone, email, walk-up, and chat. Collaborate with the wider IT team to resolve issues and improve service delivery. Log all interactions on Service Now with concise notes, ensuring accurate assignment of tickets. Act as a communication bridge between customers and the IT organisation, managing expectations and setting the standard for customer engagement. Maintain a high level of customer service, understanding the impact of issues on customers and the business, and managing them appropriately. Continuously update and share knowledge of supported products and services. Understand the company’s organisation and the customers of the Service Desk. Adhere to, promote, and support the company’s Information Security policies. Required Skills & Qualifications: Experience in IT Service Call Management. Proficiency in remote service tools. Active Directory administration. Understanding of TCP/IP, DHCP, and DNS. IOS and Android device setup and support. Proficiency in Microsoft Office 2010 and above. Printer support capabilities. Fundamental desktop and troubleshooting skills. Benefits: Competitive salary with a unique 4 on 4 off shift pattern after 6 months, enhancing work-life balance. Opportunity to work in a global organisation with a strong emphasis on employee satisfaction and professional growth. Engaging and supportive work environment where innovation and ideas are encouraged. To apply for the IT First Line Service Desk Analyst position, please submit your updated CV.

Junior IT Access Analyst Location: Swindon (On-site) Job Type: Full-time Salary: Upto £26,000 We are seeking a highly motivated IT Junior Access Analyst with a passion for technology and delivering outstanding service. This role involves supporting the Access team by managing IT assets, conducting software audits, and handling the starters, leavers, and movers process with exceptional attention to detail. Day-to-day of the role: Conduct weekly checks of desks and meeting rooms to ensure IT equipment is functioning properly. Manage stock levels of IT equipment and maintain the Access database accurately. Handle account setups for starters, leavers, and movers. Support software and hardware audits. Manage the leavers process to ensure all IT equipment is returned. Conduct welcome calls for new starters, assisting them with logging on to the system and resolving queries. Provide IT support for walk-up requests and follow the ticket best practice guide to keep tickets and requestors regularly updated. Serve as support for the IT Service Desk by answering incoming calls. Required Skills & Qualifications: IT-related qualification or apprenticeship. First-class customer service skills. A strong passion for technology and eagerness to learn new skills. Good understanding of laptop components, Microsoft Office 365, and Windows 10. Excellent analytical and problem-solving skills. Ability to manage workload efficiently under pressure. Exceptional communication skills, both written and verbal, with the ability to interact effectively across all levels of the organisation. Confidence to challenge and improve processes and procedures. If you are interested in this position, please apply online or for more information, please contact me on abi.collins@reed.com