IT Service Desk & Compliance Analyst at Jellyfishcareers

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 review outcomes, exceptions, and actions; follow up on revocations and modifications with the relevant IT or HR teams. - Maintain access review schedules and evidence logs to support ongoing compliance requirements. - Assist in the implementation of joiners, movers, and leavers (JML) access management processes. - Identify and escalate potential access control risks or anomalies to the IT Compliance Manager. 4. RFI (Request for Information) Reviews - Working with the compliance lead to gather accurate and complete responses. - Review RFI responses for consistency, accuracy, and alignment with company policies before submission. - Help maintain the RFI register to track status, deadlines, and outcomes of all requests. - Assist in preparing standard response packs and templates to improve the efficiency of recurring RFIs. - Ensure all RFI documentation is stored appropriately and accessible for future reference or audit. Qualifications: Essential - Qualification in Information Technology, Computer Science, Cybersecurity, or a related field, with a minimum of 2 years' experience in an IT support or compliance-related role. - Familiarity with compliance frameworks such as ISO 27001, SOC 2, Cyber Essentials, or GDPR. - Strong organisational skills with high attention to detail and ability to manage multiple tasks simultaneously. - Excellent written and verbal communication skills for liaising with technical and non-technical stakeholders. - Proficiency in Google workspace or Microsoft 365 and common ITSM tools. - Experience supporting external audits or certification exercises. - A proactive, methodical approach and willingness to learn in a fast-paced environment. Desirable - Exposure to GRC (Governance, Risk and Compliance) tools or platforms. - Experience with Google workspace admin, Active Directory, Azure AD, or similar identity and access management systems. - Understanding of IT service management principle Note: We emphasise skills, expertise and behavioural attributes over years of experience and traditional degrees. If you want to join our collaborative team, we invite you to apply today with your resume in English. Additional Information Join Jellyfish and experience a workplace where we prioritise your growth, celebrate your contributions, and empower you to tailor your work environment to suit your needs. 💰 Reward: You'll be eligible to join our discretionary annual bonus scheme. 💫 Custom Work Environment: Work remotely for up to 60% of your days and shape your day between 8am and 6:30pm with flexible working hours. 👪 Family Support: Enjoy 14 weeks of paid leave for primary caregivers and 4 weeks of paid leave for secondary caregivers. We also provide £1000 (or equivalent) towards courses for returning primary caregivers to support your transition back into work. “Jellyfish will give preference to Employment Equity candidates in accordance with the company’s Employment Equity Plan and its Affirmative Action measures.” Unfortunately, there has been an increase in fake recruiters impersonating Jellyfish and unlawfully using our brand name. If you are unsure if an email with a job offer you have received is genuinely from Jellyfish, or if you suspect any fraudulent activity, please report it to [Upgrade to PRO to see contact].