Technology Delivery Centre Analyst

Quilter; Greater London; Presencial; GBP 45.000 - 65.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Holiday: 182 hours (26 days)

Pension Scheme

Private Medical Insurance

Life Assurance

Income Protection

Healthcare Cash Plan

Flexible benefits

Descripción de la vacante

Quilter in London is looking for a skilled 2nd Line Desktop Engineer to join the IT Operations team. You will deliver day-to-day end-user support across desktop, laptop and mobile devices, diagnosing and resolving a broad range of hardware and software issues while maintaining high customer service standards.

You will work with 1st and 3rd line teams, document procedures, participate in IT projects and ensure security policies are followed.

Formación

• 2nd line desktop engineer experience.
• Experience providing support across desktop, laptop and mobile devices.
• Strong customer service mindset and communication skills.

Responsabilidades

• Resolve 2nd line incidents and service requests end-to-end.
• Collaborate with 1st and 3rd line teams and external suppliers.
• Document technical procedures and user guides for knowledge sharing.
• Participate in IT projects, upgrades and rollouts to improve services.
• Ensure compliance with security policies and data protection requirements.

Conocimientos

2nd line support

Microsoft Intune

VIP support

Customer service

Herramientas

ServiceNow

Intune

Descripción del empleo

About The Business

Quilter plc is a leading provider of financial advice, investments and wealth management, committed to being the UK’s best wealth manager for clients and their advisers. Quilter oversees £160.5 billion in customer investments (as of September 2026). It has an adviser and customer offering spanning financial advice, investment platforms, multi-asset investment solutions, and discretionary fund management. The business is comprised of two segments: Affluent and High Net Worth.

About The Business

Quilter plc is a leading provider of financial advice, investments and wealth management, committed to being the UK’s best wealth manager for clients and their advisers. Quilter oversees £160.5 billion in customer investments (as of September 2026). It has an adviser and customer offering spanning financial advice, investment platforms, multi-asset investment solutions, and discretionary fund management. The business is comprised of two segments: Affluent and High Net Worth.

Affluent encompasses the financial planning business, Quilter Financial Planning, the Quilter Investment Platform and Quilter Investors, the multi‑asset investment solutions business.

High Net Worth includes the discretionary fund management business, Quilter Cheviot, together with Quilter Cheviot Financial Planning.

At Quilter we never stand still. Our foundations are rooted in our extraordinary expertise, which is trusted by hundreds of thousands of customers, but we have great ambitions to stay one step ahead and make an even greater difference to the people and communities we serve.

Our business is transforming, continually modernising, and becoming even more customer centric. So, if you want to be bold in the pursuit of your ambitions, bring new ideas, and challenge and evolve what we do, it’s the perfect time to join us!

About The Role

Level: 2

Department: IT Operations

Location: London

Contract type: Permanent

The Technology Delivery Centre Analyst is responsible for delivering day‑to‑day IT end‑user services and acting as a key point of escalation for desktop support issues across the business. Operating within a 2nd line support capacity, you will diagnose, troubleshoot, and resolve a broad range of hardware, software, mobile, collaboration, and workplace technology issues, ensuring minimal disruption to colleagues and a high standard of customer service.

As a key point of contact for the business, you will take ownership of incidents and service requests through to resolution, working closely with 1st line support teams, infrastructure teams, and third‑party suppliers to resolve more complex technical issues. You will also contribute to service improvements, knowledge sharing, and the continual enhancement of the end‑user technology experience.

This role offers an exciting opportunity to develop your technical expertise within our Technology Service Operations function, working in a fast‑paced environment alongside experienced technology professionals. You will gain exposure to a broad range of technologies, modern workplace tools, and key Service Management disciplines while making a meaningful impact on the services we provide to our colleagues.

As a member of the Delivery Centre, you will play a pivotal role in providing high‑quality technical support across the business. Operating on the front line of IT, you will resolve 2nd line incidents and service requests efficiently for desktop, laptop and mobile devices, ensuring timely and effective outcomes. You will also deliver tailored, discreet support for VIP users, maintaining the highest levels of professionalism at all times.

In this role, you will manage and troubleshoot a range of network connectivity issues—including LAN, WAN, Wi‑Fi, and VPN—while deploying, configuring and maintaining devices through Microsoft Intune and other modern device management solutions. You will support applications and hardware commonly used within the financial sector, ensuring compliance with industry and regulatory standards.

You will work collaboratively with 1st and 3rd line teams, escalating complex technical issues where necessary and contributing to smooth, end‑to‑end incident resolution. As part of your responsibilities, you will document technical procedures, solutions, and user guides to support internal knowledge sharing and improve team efficiency.

Your role will also involve participation in IT projects, upgrades, and rollouts, helping to drive continuous improvement across the technology environment. Throughout all activities, you will ensure strict adherence to security policies, data protection requirements, and confidentiality standards—maintaining a secure and robust IT estate for the organisation.

About You

We are seeking a skilled and proactive 2nd Line Desktop Engineer to join our IT team, delivering exceptional technical support to end users while ensuring a seamless and professional experience for our VIP clientele. The ideal candidate will bring advanced expertise across desktop, laptop, and mobile technologies, strong networking knowledge, and hands‑on experience with Microsoft Intune. Experience within the financial sector is highly advantageous, as is a commitment to delivering outstanding customer care in every interaction.

The successful candidate will demonstrate strong troubleshooting and fault‑finding abilities, with the capability to identify patterns and trends to drive long‑term improvements. You will be self‑motivated and results‑focused, taking initiative to deliver high‑quality outcomes with discipline and consistency. Your strong interpersonal skills will enable you to build positive working relationships and deliver a customer experience that is proactive, reassuring, and centred around user satisfaction.

You will have proven experience working with business and IT stakeholders at all levels, supported by excellent communication skills that allow you to translate technical challenges into clear, customer‑friendly explanations. A foundational understanding of the ITIL framework—or experience working within an ITIL‑aligned environment—is desirable. Familiarity with ITSM tools such as ServiceNow is beneficial but not essential.

Above all, you will bring a customer‑centric mindset, consistently demonstrating empathy, professionalism, and care in every engagement while striving to enhance the overall quality of IT service delivery.

Inclusion & Diversity

We value diversity and strive to promote inclusivity in all aspects of our culture. We believe in equal opportunities for all, ensuring that no applicant encounters less favourable treatment based on anything but their skills, qualifications, experience, and potential. We celebrate the unique contributions of a diverse workforce and create a respectful, nurturing environment where every colleague can thrive.

Values

Do the right thing: We act with integrity and are proudly committed to going above and beyond in service of our clients and the support we provide our communities.

Always curious: We continuously seek new ideas and knowledge so we’re one step ahead of our clients’ needs. We look for inspiration everywhere and encourage experimentation, recognising that this is how we create brilliant solutions for brighter futures.

Embrace challenge: We aim high to transform our potential into meaningful outcomes. With ambition as our driving force and a steadfast commitment to growth, we succeed for the good of every generation.

Stronger together: Combining our diverse talents, we accomplish more collectively than we ever could do alone. We speak openly, actively listen, and support each other, and constructively challenge and embrace new ideas. We seek empowerment and demonstrate ownership and trust, with the confidence to make impactful decisions.

Core Benefits

• Holiday: 182 hours (26 days)
• Quilter Incentive Scheme: All employees are eligible to participate in incentive scheme, to incentivise business performance and their contribution.
• Pension Scheme: A non‑contributory company pension scheme that can be boosted through personal contributions.
• Private Medical Insurance: Single cover as standard with options to increase cover to include your partner or children.
• Life Assurance: 4x your salary.
• Income Protection: 75% of salary, less state benefits, payable after 26 weeks of absence.
• Healthcare Cash Plan: Jersey employees only
• In addition to our core benefits, we offer a range of flexible benefits to UK employees that you can choose from and pay for conveniently via a salary deduction.