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 globally—whether that’s paying international suppliers and staff, receiving funds from overseas clients, or managing currency risks that impact the bottom line. We’re passionate about what we do because helping people and businesses achieve their goals is far more meaningful than simply moving money.

What’s the Role?

As a Service Desk Analyst, you will be the first point of contact for all IT incidents and service requests. You’ll deliver high‑quality 1st and 2nd line technical support, ensuring colleagues receive a reliable, secure, and responsive IT service.

You’ll 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?

We’re looking for a proactive Service Desk Analyst who enjoys helping people and keeping IT services running smoothly. You’ll troubleshoot issues, manage service requests, and work with a variety of modern tools and technologies.

You’ll 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 You’ll 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 hands‑on 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 end‑user self‑help.

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 pre‑checks, 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 We’re 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, customer‑focused 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 mindset—teamwork always wins.

What Else Will Help You Succeed

• Passion for technology and helping users succeed.

• Curiosity and willingness to challenge yourself.

• A positive, solutions‑driven 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.