London, United Kingdom
United Kingdom
Not specified
ASAP
08/10/2026
Not specified
Permanent | Full Time
No
This role requires full-time presence at Aristocrat’s London office. It also supports an EMEA-wide remit and works closely with several teams. Reporting directly to the IT Service Delivery Manager, the successful candidate will deliver high-quality hands-on support across end-user services, infrastructure support, workplace technology, cloud services, endpoint management, meeting room technology, documentation, audit, and initiatives aimed at improving service quality. This is a true dual-role position suited to someone who is confident handling responsibilities involving both Service Desk and Infrastructure Support functions. The ideal applicant is encouraged to balance hands-on user support alongside broader technical duties. They will collaborate with IT teams across regions and globally to ensure local support matches global standards, processes, and service expectations. The role requires a strong customer-service approach, solid technical skills to fix issues, and attention to detail. It also needs the ability to work effectively with internal IT teams, external vendors, and business partners.
*Location and Regional Scope*
This role is 100% office-based and will be full-time from Aristocrat’s London location. Although London-based, the role will support EMEA-wide activities when needed. It will provide local hands-on assistance, technical input, and support for blocking issues. The role also involves documentation, audit support, and contributing to service improvements while collaborating with IT groups at regional and global scales. *Key Responsibilities*
*Service Desk and End-User Support*
* Provide 1st, 2nd, and where appropriate 3rd line technical support to Aristocrat users across office, remote, and hybrid working environments.
* Respond to incidents and service requests via ServiceNow, video call/phone, email, remote support tools, and walk-up support channels.
* Fix and resolve issues relating to Windows, macOS, Microsoft 365, mobile devices, printers, workplace technology, and meeting room environments, including video conferencing platforms, collaboration tools, room-based AV systems, conferencing bars, cameras, microphones, touch panels, and associated meeting room hardware.
* Ensure tickets are correctly logged, prioritised, updated, and resolved in line with agreed service levels.
* Take ownership of support issues that have been brought up, ensuring users are kept informed throughout the lifecycle of the ticket.
* Support joiner, mover, and leaver processes, including device preparation, account access, equipment recovery, and onboarding support.
* Provide support for VIP users and key business collaborators where required.
* Maintain a professional, helpful, and customer-focused approach at all times, ensuring users receive a positive support experience through clear communication, ownership, empathy, and timely follow-up.
*Modern Workplace, Cloud & Infrastructure Support*
* Support and administer Microsoft Intune as a key priority, including device enrolment, compliance policies, configuration profiles, application deployment, endpoint security baselines, and device lifecycle management.
* Support Microsoft Azure and related cloud services, including identity, access, security, infrastructure, and modern workplace services.
* Support endpoint management on Windows, macOS, and mobile platforms, ensuring devices are secure, compliant, patched, and accurately configured.
* Support Microsoft 365 services, including Teams, Exchange Online, SharePoint, OneDrive, and related collaboration tools.
* Assist with infrastructure-related incidents, working with existing Infrastructure, Service Desk, and specialist teams to investigate, document, bring up, and resolve issues appropriately.
* Collaborate with the broader Global Infrastructure group to assist with network fix activities, including TCP/IP, DNS, DHCP, VLANs, VPNs, wireless connectivity, switches, routers, and firewalls.
* Collaborate alongside the Global Infrastructure group to support cloud-based services, migrations, integrations, and improvement activities, ensuring local requirements and EMEA considerations are clearly understood and represented.
* Work alongside Infrastructure, Service Desk, and endpoint management teams to help maintain and improve device management processes, including imaging, deployment, device compliance, application packaging, software distribution, and endpoint configuration.
* Assist with infrastructure maintenance activities, including endpoint updates, monitoring, backup checks, patching support, operational health checks, and follow-up actions.
* Support disaster recovery and business continuity activities in collaboration with the worldwide infrastructure team, including documentation, testing, local validation, issue tracking, and improvement actions.
*Documentation, Audit and Knowledge Management*
* Assist with auditing the current IT environment, including hardware, software, endpoint configuration, support processes, infrastructure dependencies, asset records, and existing documentation.
* Identify gaps in current documentation, processes, technical standards, and support information.
* Build, update, and maintain clear user documentation, including support guides, process documents, endpoint build standards, infrastructure information, device configuration details, and knowledge base articles.
* Contribute to the creation and improvement of internal KB articles to support faster resolution, improved information access, and reduced repeat blocking issues.
* Ensure documentation remains accurate, accessible, and consistent with IT standards across regional and international levels.
* Support improvements to asset tracking, device records, ticket quality, operational reporting, and audit readiness.
*Projects and Continuous Improvement*
* Participate in IT projects, office moves, technology refreshes, infrastructure upgrades, endpoint management improvements, and regional service improvement initiatives.
* Support the rollout of new hardware, software, systems, and IT processes across Aristocrat locations.
* Identify recurring issues and suggest improvements to reduce repeat incidents and improve the user experience.
* Work closely alongside regional and global IT teams to guarantee support processes are consistent, scalable, and aligned with wider IT standards.
* Contribute to improving IT service delivery, ticket quality, asset accuracy, documentation, and operational efficiency.
* Support EMEA-wide initiatives as needed, offering local input, technical support, and hands-on assistance from the London office.
*Security, Compliance and Governance*
* Follow Aristocrat IT security policies, standards, and procedures.
* Support access management processes, ensuring user permissions are appropriate, approved, and consistent with business requirements.
* Assist with security-related tasks such as device compliance, patching, endpoint protection, phishing awareness, vulnerability remediation, and policy enforcement.
* Ensure IT assets are supervised, managed, and maintained accurately throughout their lifecycle.
* Support audit, compliance, and reporting requirements where required.
* Contribute to maintaining a secure, documented, and well-managed IT environment across the London office and wider EMEA region.
*Skills and Experience Required*
* Previous experience working in a Service Desk, Desktop Support, Infrastructure Support, Modern Workplace, or similar IT support role.
* Good experience in fixing issues across PC and Apple operating systems, Microsoft cloud services, handheld gadgets, conference room systems, and general business applications.
* Solid practical experience with Microsoft Intune, encompassing endpoint enrollment, compliance policies, application deployment, configuration profiles, endpoint security, and device management.
* Strong working knowledge of Microsoft Azure and cloud-based IT services.
* Experience supporting Microsoft 365 technologies, such as Teams and Exchange Online, SharePoint, OneDrive, and associated teamwork solutions.
* Good understanding of identity and access management, user permissions, security groups, conditional access concepts, and cloud-based access controls.
* Good knowledge of networking fundamentals, including TCP/IP, DNS, DHCP, VPN, wireless, switching, and firewall concepts.
* Experience supporting laptops, desktops, mobile devices, printers, meeting rooms, AV equipment, and workplace technology.
* Experience using ITSM tools such as ServiceNow or similar ticketing platforms.
* Ability to build and maintain high-quality documentation, including help center content, support processes, technical guides, audit records, and operational procedures.
* Experience reviewing, auditing, and documenting existing IT environments, processes, assets, and support standards.
* Ability to manage and prioritise multiple tickets, tasks, and support requests.
* Good communication skills, with capacity to explain technical information clearly to both technical and non-technical users.
* A proactive approach to problem solving, ownership, continuous improvement, service quality, and user experience.
* Capable of working independently while also collaborating closely with existing EMEA and worldwide IT teams.
*Desirable Skills*
* Experience with Jamf, Windows Autopilot, or other endpoint provisioning, deployment, and hardware administration tools.
* PowerShell scripting or automation experience.
* Experience with Zoom Rooms, Teams Rooms, AV systems, or conference room technology.
* Experience with backup monitoring tools, patch management, and vulnerability remediation.
* Knowledge of ITIL processes, including incident, request, problem, and handling updates or modifications.
* Microsoft, Apple, Cisco, CompTIA, VMware, or other relevant technical certifications.
* Background in a global enterprise IT environment.
* Experience supporting regional IT operations across multiple countries or business units.
*Personal Attributes*
* Customer-focused, professional, and approachable.
* Good sense of ownership and accountability.
* Calm under pressure and able to manage competing priorities.
* Confident working across responsibilities in both Help Desk and Infrastructure Support roles.
* Collaborative and able to work efficiently with colleagues across different regions and time zones.
* Diligent, with a solid focus on documentation, process, audit readiness, and service quality.
* Proactive in identifying improvements and reducing avoidable issues.
* Comfortable performing a hands-on, office-based support role while also contributing to broader regional and worldwide technology initiatives.
Opis stanowiska mógł zostać sprawdzony i udoskonalony przy użyciu narzędzi wykorzystujących sztuczną inteligencję w celu poprawy przejrzystości, spójności i inkluzywności. Ostateczna treść, wymagania dotyczące stanowiska oraz decyzje rekrutacyjne podlegają weryfikacji przez człowieka i zatwierdzeniu przez Aristocrat.
*Filozofia wynagradzania* Oferujemy kompleksowy pakiet wynagrodzenia i świadczeń, zaprojektowany tak, aby pozostawać konkurencyjnym na rynku, wspierać dobrostan pracowników oraz doceniać ich wkład w nasz sukces. Nasze podejście opiera się na zasadzie wynagradzania za wyniki, nagradzając indywidualny wpływ i osiągnięcia. Twój indywidualny pakiet wynagrodzenia zostanie określony na podstawie takich czynników jak umiejętności, doświadczenie, kwalifikacje oraz lokalizacja.
W zależności od stanowiska i lokalizacji możesz być uprawniony(-a) do otrzymywania rocznych premii i świadczeń motywacyjnych, benefitów związanych ze zdrowiem i dobrostanem, płatnego czasu wolnego, programów emerytalnych, ochrony ubezpieczeniowej oraz innych lokalnych lub ustawowych świadczeń.
Szczegółowe informacje dotyczące wynagrodzenia i świadczeń dla tego stanowiska zostaną omówione podczas procesu rekrutacyjnego.
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