Service Desk Administrator

Runswick Search Ltd
From £22,000 to £25,000 per annum Plus Share Options and Package
02 Dec 2017
13 Dec 2017
Contract Type
Full Time
About XQ Cyber

Our background is in ‘white hat’ hacking. In other words, in a world of cyber espionage and criminality, we roll like the bad guys (even though we’re the good guys.) We believe that cyber security should be less complex and better value. We’re on a mission to make our customers' digital lives better by helping them to mitigate technology risk, to innovate faster and to thrive in the information age.

We specialize in transforming offensive cyber expertise and tradecraft into business value. We do three things: we support customers in the real world with advice and guidance; we conduct laboratory and field research, often in collaboration with partners; and, armed with new insight, we develop innovative solutions and services to solve difficult, thorny issues.

Started in 2015 by David, Matt, Andy and Richard, XQ is now 16 strong and growing fast. Backed by an investment team with a proven track record in starting and scaling tech businesses, we’re about to conclude second-round funding. As part of this, we have developed a highly disruptive cyber security testing and risk rating service called CyberScore™, which we believe will revolutionise cyber security in companies and supply chains across the globe.

The role

Purpose: This is an excellent opportunity for an experienced IT Support Analyst to work in a forward-thinking and successful company. You will manage requests in line with current process. You will have the support to develop new processes using your skills and experience. This is a unique opportunity to really make your mark.

Key responsibilities and results areas:

·You will control the request process, ensuring the smooth running of all requests to the Service Desk.

·Controlling the escalation process and ensuring that customers are frequently updated and that support tickets are regularly maintained.

·Assisting with the production of regular statistics.

·You will be the gatekeeper for the knowledge base, ensuring that documentation is fit for purpose.

·Co-ordinate the training activities for the Service Desk team.

·Co-ordinate the on boarding of new staff.

·Co-ordinate activities for new Customer on boarding.

Reporting to: Service Delivery Manager

Responsible for: No direct or indirect reports

Education or experience required for the job:


·Experience in an IT Service Desk Admin role.

·Positive attitude with a strong sense of ownership.

·Ability to produce comprehensive documentation.

·Excellent customer service manner.

·ITIL awareness.

·Demonstrable understanding of incident, problem and change management processes.

·Organised and methodical.

·An ability to work cooperatively as ‘one team’.


Education or experience required for the job:

·Experience in a Service Desk Administrator role.

·Experience working in or alongside an MSP

·ITIL Foundation

·1 year + in a technical support role.

·Project Management experience.

What we offer

We want everyone joining XQ to contribute to, and to benefit from, our success. We offer genuine incentives to all of our staff via our share options scheme - if we do well, we want you to do well.

Competitive basic salary (depending on experience)

Industry leading share option scheme


Holiday (25 days per annum)

Limitless self-development and growth opportunities

Flexible working

How to apply

If you’re interested in this role or just want to talk about it in some more detail, please call Alastair Christie on 07584 022600 to chat it through and ask any questions you may have.

To apply, please submit an up to date copy of your CV quoting ZR_9_JOB in the subject line and ensuring you address those criteria listed in the Requirements paragraph above. Send your CV by clicking the apply button below.

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