Overview
We're looking for a proactive and technically capable Service Desk Analyst to join our IT Service Desk team, supporting the Savings business line. As the first point of contact for IT support, you'll play a key role in resolving technical issues, managing service requests, and ensuring a smooth experience for users across both our London and Birmingham offices. This is a hands-on role with regular travel to Birmingham, where you'll support critical applications and collaborate with internal teams and external vendors.
Responsibilities
* Resolve first-line technical issues and service requests in line with SLAs
* Provide third-party support for Finova and Phoebus applications
* Log and manage tickets across phone, email, and walk-up channels
* Build and configure desktops, laptops, and mobile devices
* Support new joiners, movers, and leavers with account setup and access changes
* Maintain audit logs and provide evidence for service management controls
* Create and update SOPs and knowledge base articles
* Track hardware movements and maintain asset records
* Raise security awareness and identify risks
* Collaborate with internal teams and external vendors to deliver excellent outcomes
* Experience in a service desk or IT support role
* Experienced in providing third-party support for critical applications, coordinating with external vendors to manage incidents, changes and problem records
* Strong understanding of Microsoft 365, Active Directory, and desktop deployment
* Familiarity with ITIL processes and audit controls
* Excellent communication and stakeholder management skills
* A customer-focused mindset with strong problem-solving skills
* Technical aptitude and a willingness to learn and grow
* Certifications such as ITIL v4 Foundation or CompTIA A+ are a plus
* Competitive remuneration
* Discretionary annual bonus
* Annual pay review
* Private Medical Insurance (Bupa)
* Mental health & wellbeing support via YuLife & Bupa
* 25 days annual leave (increasing with service) + Holiday Buy Scheme
* Cycle to Work Scheme & Green Car Scheme
* Enhanced family leave policies
* Study support & professional membership
* Hybrid working (where applicable)
* YuLife Rewards - discounts on retail, lifestyle & experiences
* Pension scheme - 8% employer contribution (non-contributory)
* Interest-free season ticket loan
* Annual volunteering day & Net Zero employer commitment
If you're ready to take ownership of IT support and thrive in a dynamic, multi-site environment, we'd love to hear from you.
Qualifications
* Experience in a service desk or IT support role
* Experienced in providing third-party support for critical applications, coordinating with external vendors to manage incidents, changes and problem records
* Strong understanding of Microsoft 365, Active Directory, and desktop deployment
* Familiarity with ITIL processes and audit controls
* Excellent communication and stakeholder management skills
* A customer-focused mindset with strong problem-solving skills
* Technical aptitude and a willingness to learn and grow
* Certifications such as ITIL v4 Foundation or CompTIA A+ are a plus
Benefits
* Competitive remuneration
* Discretionary annual bonus
* Annual pay review
* Private Medical Insurance (Bupa)
* Mental health & wellbeing support via YuLife & Bupa
* 25 days annual leave (increasing with service) + Holiday Buy Scheme
* Cycle to Work Scheme & Green Car Scheme
* Enhanced family leave policies
* Study support & professional membership
* Hybrid working (where applicable)
* YuLife Rewards - discounts on retail, lifestyle & experiences
* Pension scheme - 8% employer contribution (non-contributory)
* Interest-free season ticket loan
* Annual volunteering day & Net Zero employer commitment
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