Unit: Information Technology
Location: London
Excellent opportunity for a London-based Service Management IT Analyst to provide a level 1-2 end-user Service Desk support for the Stonehage Fleming Group.
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Associate - Service Management IT Analyst

Stonehage Fleming is one of the world’s leading independently owned family offices and the largest in Europe, Middle East and Africa (EMEA)* as measured by its breadth of services, geographic reach and by assets under management, advice and administration. *Source: Campden FB, April 2018

Stonehage Fleming provides a range of services from long-term strategic planning and investments to day-to-day advice and administration to over 250 families of substantial wealth. The Group employs over 500 people in 11 offices across 8 geographies.


Reporting to the Service Management Team Leader within the IT Department, the Service Management IT Analyst will provide a level 1-2 end-user Service Desk support for the Group from the London office.


Ensure that end-user issues received via telephone and email are supported

End-user support includes international sites and the Service Management IT Analyst should escalate Service Desk tickets where appropriate

Ensure that Service Desk tickets are sufficiently detailed for processing and contain full resolution information for the Knowledge Base

Participate in end-user training

Monitor and maintain IT systems (troubleshooting)

Install, upgrade and maintain IT hardware, software and systems

Maintain IT-validated documentation and the asset inventory

Help ensure Group IT policy is adhered to

The nature of the work requires the team to work shift hours and provide on-call support


Post school qualification or apprenticeship

Relevant IT qualification

Proven relevant experience in supporting IT systems and in Microsoft Core Technologies is required: Windows server, Exchange, Active Directory, MS Office

Proven relevant experience in supporting Citrix an advantage

Basic knowledge of mail filtering products, communication and collaboration tools, video conferencing, backup and replication tools, protection tools, virtualization basics and networking

Technical hardware skills

Willingness to travel to overseas offices when required


Excellent interpersonal skills

Ability to communicate in an appropriate manner across all levels of the business

Confident in training users in both a one to one situation and as a group

Ability to prioritise and execute tasks in an efficient manner

Good planning skills in managing tasks around your and others’ time

Apply the internal SOP (Standard Operation Procedure) consistently and using best practice

Proven analytical and problem-solving abilities

Strong team player who supports and works towards team goals

Keen to learn and acquire new skills and knowledge and to share these with colleagues

Works well under pressure and to tight deadlines

Should you be interested in applying for this role please send your CV and a covering email to