Join Jellyfish as an IT Service Desk & Compliance Analyst, where you'll manage IT support requests and ensure compliance with regulations. This role is perfect for someone looking to grow their career at the intersection of IT operations and information security.
Innovative and collaborative, with a strong emphasis on diverse perspectives.
At Jellyfish, we believe in the power of diverse perspectives and inclusive collaboration. We welcome individuals who excel in collaborative, varied teams and value the unique contributions that each person brings to the table. Jellyfish is a global digital marketing agency; a unique fusion of tech enthusiasts, creative minds, and media and data experts all united to empower our clients along their digital journey. Our commitment to embracing diverse perspectives fuels our innovation and strategies that challenge the status quo, reinvent media activation, and craft influential stories for our global clients and their customers. Join us in shaping a future where business growth and personal fulfilment go hand in hand **Job Description** The IT Service \& Compliance Analyst supports the IT function by managing day\-to\-day service desk operations, maintaining compliance with internal policies and external regulatory requirements, and assisting with audit and access governance activities. The successful candidate will bring at least 2 years of relevant IT or compliance experience and a drive to grow their career at the intersection of IT operations and information security compliance. **Your primary responsibilities will include:** **1\. Service Desk \& IT Ticket Management** * Act as a first point of contact for end\-user IT support requests via phone, email, or ticketing system. * Log, categorise, prioritise, and track all IT incidents and service requests in the ITSM tool (ServiceNow). * Diagnose and resolve Tier 1/2 hardware, software, and connectivity issues in a timely manner. * Escalate unresolved or complex tickets to appropriate Tier 3 or specialist teams, maintaining clear communication with end users throughout. * Monitor SLA compliance and flag tickets at risk of breach. * Contribute to the knowledge base by documenting recurring issues, resolutions, and FAQs. * Assist in the onboarding and offboarding of users, including equipment provisioning and account setup. **2\. Audit Preparation \& IT Compliance** * Support the preparation of evidence packs for internal and external audits (e.g. ISO 27001, SOC 2, GDPR/Data Protection). * Maintain accurate and up\-to\-date records of IT assets, configurations, policies, and control activities. * Assist in the collection and organisation of compliance artefacts including logs, screenshots, and documentation for audit requests. * Track the status of audit findings and remediation actions, updating tracking registers on a regular basis. * Liaise with IT and business teams to gather required evidence within agreed timelines. * Support periodic reviews and updates of IT policies, procedures, and standards documentation. **3\. User Access Reviews (UAR)** * Coordinate and execute periodic user access reviews across key systems and applications. * Work with system owners and business managers to validate that user access rights are appropriate and follow the principle of least privilege. * Document...
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