About the Team

The GIST IT Helpdesk is the front line for supporting Bloomreachers with secure, reliable access to our tools, data, and devices. The team manages access to company systems, laptops, and core collaboration platforms (e.g., Google Workspace, Slack, Zoom, Freshservice, JumpCloud) with a strong focus on access minimization and security best practices.

Location: London (two days per week in office) – with flexibility to support a global, remote-first workforce.

Role Overview

As an IT Helpdesk Support (P1), you are an early-career IT professional focused on learning and executing well-defined, foundational support tasks under close guidance. You will:

• Handle basic, clearly scoped incidents and service requests via email, chat (Slack), and support tickets (Freshservice), following established runbooks
• Support account lifecycle operations (onboarding, offboarding, access changes) across key SaaS tools via JumpCloud and related systems
• Contribute to the security and stability of our environment by applying standard procedures for access, device, and account protection

This is an excellent entry point into corporate IT, with a clear growth path toward more independent P2/P3 roles in Infrastructure, Security Operations, or broader GIST functions.

Key Responsibilities

End-User Support & Ticket Handling

• Serve as a first-line point of contact for IT-related issues and requests.
• Log, categorize, and prioritize tickets accurately, escalating to senior helpdesk or infrastructure engineers when needed.
• Resolve basic / well-defined issues such as:
• Password resets and SSO access issues
• Standard software install/uninstall requests
• Basic troubleshooting for Google Workspace, Slack, Zoom, and other standard tools
• Follow documented troubleshooting steps and escalation procedures consistently, keeping users informed on ticket status.

Access Management & Identity

• Process standard access requests for company tools following least-privilege and access-minimization principles.
• Use JumpCloud and other IAM tooling to:
• Provision/deprovision users
• Assign/remove application access
• Enforce MFA and basic security controls
• Validate approvals (manager + application owner) before granting access and document changes in Freshservice.

Device & Endpoint Support

• Support laptop setup and configuration for new hires (OS configuration, management agent enrollment, security tools, core applications) in line with IT and security standards.
• Perform basic endpoint troubleshooting (performance issues, connectivity, common application errors).
• Ensure devices stay compliant with security baselines (disk encryption, screen lock, OS patch level) and flag deviations for remediation.

Documentation & Knowledge

• Follow existing knowledge base articles in Bloomroom – IT Helpdesk and contribute updates for common issues and workflows.
• Document resolutions and workarounds clearly in tickets to support future self-service and reduce repeat incidents.
• Participate in internal reviews of runbooks and SOPs, suggesting improvements based on recurring issues you see.

Collaboration & Security Culture

• Collaborate with Infrastructure, Security Operations, and Workplace Experience/People teams on onboarding, offboarding, and tooling changes.
• Reinforce security awareness with users (e.g., phishing, account sharing, strong passwords, reporting suspicious activity).
• Escalate any suspected security incidents promptly to the SOC or security team as per defined procedures.

Required Qualifications & Experience

• 0–2 years of experience in an IT Helpdesk, Service Desk, or technical support role in a corporate or MSP environment (internships and part-time roles welcome).
• Basic understanding of:
• Operating systems (Windows and/or macOS)
• Networking fundamentals (Wi-Fi, VPN, basic connectivity troubleshooting)
• SaaS concepts and SSO/identity providers
• Strong customer service orientation with clear, professional written and verbal communication in English.
• Demonstrated ability to follow runbooks and procedures accurately, asking for help when issues are unclear or out of scope.
• Proven interest in IT (coursework, certifications, labs, side projects, or prior support experience).

Preferred Qualifications

• Exposure to or interest in:
• Google Workspace, Slack, Zoom, and other modern collaboration tools
• Ticketing tools such as Freshservice, Zendesk, or ServiceNow
• Identity and access management solutions (e.g., JumpCloud, Okta, Azure AD SSO)
• Basic awareness of information security concepts (least privilege, MFA, phishing, secure handling of data).
• Entry-level certifications a plus (e.g., CompTIA A+, ITF+, Google IT Support, or similar).

Growth Expectations (Bloomreach Career Architecture)

This role is mapped to P1 – Novice Contributor in the Bloomreach career architecture:

• Demonstrates potential and intrinsic motivation, with limited prior industry experience.
• Handles basic, well-defined tasks and contributes to team projects under close supervision.
• Applies foundational knowledge and problem-solving skills to straightforward issues, escalating when complexity increases.
• Focuses on building core competencies in:
• Technical troubleshooting
• Tool and process familiarity (Freshservice, JumpCloud, core SaaS)
• Communication and collaboration with peers and stakeholders

Performance and growth will be evaluated against these expectations and the broader Bloomreach values and career architecture guidelines.

Career Growth

Success in this role prepares you for progression to P2 (Developing Professional) roles in:

• IT Helpdesk / Service Desk (greater ownership, more complex issues)
• IT Infrastructure / Systems Administration
• Security Operations (SOC Analyst, Product Security)
• Broader GIST and G&A roles aligned with your strengths and interests

You’ll be supported with on-the-job training, peer mentoring, and access to learning resources as defined in Bloomreach’s Career Architecture and development programs.

• Perform periodic audits on company procedures and processes and report on the organization’s compliance.
• Identify, analyze, and resolve compliance issues.
• Support the sales process by completing RFPs.
• Ensure that all policies and standards are regularly reviewed and up-to-date.
• Keep the company’s process mapping and responsibilities structure chart up to date.
• Develop and update existing compliance policies and related documentation.
• Proactively research to stay up-to-date with regulations and rules.
• Communicate regulations to internal and external parties.
• Assist with management review preparation
• Communication with clients across various regions (EMEA, US)

• Strong knowledge of industry compliance requirements and standards.
• Good understanding of SaaS Business.
• Good understanding of Governance, Risk, and Compliance in IT environment.
• Outstanding communication and interpersonal abilities.
• Previous experience as a compliance analyst, compliance officer, compliance manager, or similar position in a related field.
• Advanced analytical abilities.
• Effective research skills.
• Ability to perform under pressure.
• Experience with ISO security standards.
• Experience with SOC auditing.

#LI-HO1

SENIOR CYBERSECURITY ANALYST (SOC)  
London (Remote / Hybrid) 

WHO WE ARE 

S-RM is a global intelligence and cyber security consultancy. Since 2005, we’ve helped some of the most demanding clients in the world solve some of their toughest information security challenges.  

We’ve been able to do this because of our outstanding people. We’re committed to developing sharp, curious, driven individuals who want to think critically, solve complex problems, and achieve success.  

But we also know that work isn’t everything. It’s about the lives and careers it helps us build. We’re immensely proud of this culture and we invest in our people’s wellbeing, learning, and ideas every day. 

We’re excited you’re thinking about joining us. 

WORKING IN CYBER AT S-RM 

Our Cyber Security team is the fastest-growing part of S-RM. The cyber sector is always evolving, and our Managed Services,  Risk & Resilience, and Incident Response practices are in more demand than ever.  

We’re building a team to meet this challenge. We’re quick to respond, innovate, and improve. We don’t get too hung up on hierarchy or bureaucracy. If your ideas are good enough, we’ll empower you to implement them. If you’re the best person to talk to a customer, you’ll get that opportunity, regardless of the title in your email signature. And when you need a hand, your team will always have your back. 

We also don’t believe there’s a typical cyber security professional. We’ve built a team of intelligence analysts, technical specialists, software developers, investigators, risk managers, and more. You’ll always find a range of perspectives and expertise to help you learn and grow.  

If that sounds like your kind of team, we’d like to hear from you. 

THE ROLE 

Our Security Operations Centre is a critical part of our Cybersecurity division’s success.  

As a Senior Analyst (SOC), you will add your cybersecurity expertise in a vital delivery role to our managed detection and response services. You will need fluent, technical English and German language skills. 

In this role, you will leverage the infrastructure and tools that power our Security Operations Center (SOC) to deliver desired security outcomes for our managed services clients, with a particular focus on those in the EU region. The ideal candidate will be highly proficient in using security platforms such as SIEM, SOAR, EDR, and other advanced security technologies. You will have experience leading other analysts or sub-teams in a SOC environment and be comfortable acting as a point of escalation. As a senior analyst, you will be responsible for high-level incident management, process improvement, and mentoring junior analysts. This hybrid role involves majority remote work and occasional in-office presence for collaboration, teamwork, and development projects.  

Delivery 

• Cyber-Security Operations: Contribute to day-to-day SOC team-related activities, ensuring efficient monitoring, detection, and response to security threats across our clients’ estates.  

• Monitor Security Events: Continuously monitor and analyze security alerts from EDR, SIEM and other security tools to detect suspicious activities or potential threats. 

• Incident Response: Conduct investigations and respond to security incidents, executing containment, mitigation, and remediation steps as necessary. 

• Threat Detection: Use expertise to tune detection rules, automate workflows, and improve incident detection accuracy. 

• Log Analysis: Perform in-depth log analysis from firewalls, endpoint protection platforms, and other solutions to investigate complex incidents. 

• Incident Reporting and Documentation: Ensure all incidents are thoroughly documented, including timelines, analysis, mitigation steps, and lessons learned, and deliver regular reports to stakeholders. 

• Global Delivery Role: Act as second line escalation and support to the on-shift SOC Analysts in our 24x7 SOC team. 

• EU Regional Client Focus: Support onboarding and service request activity for our EU MDR clients, in particular EU clients with named SOC points of contact. 

• Threat Hunting: Proactively search for indicators of compromise (IoCs) and advanced threats within the environment, utilizing both automated tools and manual analysis. 

• Threat Intelligence: Stay up to date on the latest cybersecurity threats, vulnerabilities, and attack techniques, and integrate threat intelligence into detection and response efforts. 

Team Development: Provide guidance and mentorship to junior SOC analysts, fostering skill development and ensuring adherence to security best practices. 

Growth of the service 

• Continuous Improvement: Collaborate with the SOC team to develop and implement SOC strategies, improve processes, and introduce new technologies to strengthen our clients’ security posture. 

• Collaboration: Collaborate with SOC analysts, security engineers, and IT teams to ensure seamless operation of security tools and alignment with broader cybersecurity practices. 

• Security Enhancements: Identify areas for improvement in security monitoring and response capabilities, proposing and assisting with implementing new solutions where appropriate. 

• New Clients: Our MDR service is growing quickly; you will be assisting with onboarding and configuring SOC services and technology for new customers. 

• Collaborating with Global Teams: Work closely with other cyber security service lines to ensure seamless integration of SOC operations with our broader cybersecurity initiatives and business units, especially Incident Response. 

• Contributing to Internal Technical Development Initiatives: When the schedule allows, you will have opportunities to participate in and contribute to internal technical development initiatives, enhancing our tools, processes, and overall incident response capabilities. 

WHAT WE’RE LOOKING FOR 

Candidates with the following qualifications and experience are likely to succeed in our Managed Services practice at S-RM.  

That said, if you don’t think you meet all the criteria below but still are interested in the job, please apply. Nobody checks every box—we’re looking for candidates that are particularly strong in a few areas and have some interest, capabilities and willingness to learn in others. 

We nurture a culture of equality, diversity and inclusion, and we are dedicated to developing a workforce that displays a variety of talents, experiences and perspectives. 

We’re looking for: 

• Qualifications: A Bachelors or Masters degree in a relevant subject, for example cybersecurity, computer science; relevant industry certifications are advantageous, including any of the following or evidence of working towards attaining these: Blue Team, CISSP, Security+. 

• Experience: 3+ years of experience in a SOC or cybersecurity operations role, with demonstrated team leadership/supervisory experience. 

• Technical Expertise: Strong understanding of EDR and SecOps toolsets - with experience configuring and leveraging these tools for incident detection and response. 

• Leadership: Experienced in mentoring junior SOC analysts, with good communication and team-building skills. 

• Customer Minded: We put our clients at the heart of everything we do, going the extra mile for them will be second nature to you. You should be comfortable in client-facing situations and able to discuss cybersecurity issues in customer-friendly language. 

• Approach: An investigative mindset. You should be comfortable solving problems with limited information and guidance and be curious to learn. 

• Reliability:  Our customers depend on us to manage their security and provide cyber-resilience; you must be dependable. 

• Personal Interest: Demonstrable knowledge of cyber threat actors, and their tactics, techniques, and interest in cybersecurity matters, security monitoring and threat detection techniques. 

• Communication: Clear and concise communication skills, with the ability to work effectively across teams; you should be able to communicate your technical findings for a non-technical audience in a professional setting. Able to vet and quality assure incident reports and summaries. 

The successful candidate must have permission to work in the United Kingdom by the start of their employment. 

To apply for this role, please submit an up-to-date CV through this link: Job Application for Senior Cybersecurity Analyst (SOC) at S-RM