Job DescriptionJob title Service Desk AnalystTeam ITBand PermanentReporting to IT ManagerManagement responsibility NoneLocation London/SheffieldPurpose of the jobThe person appointed will be part of the IT Team and will provide first and second line technical support to internal staff (including those operating remotely) covering technical and troubleshooting assistance related to computer hardware and software, mobile devices and other technology tools and products. The successful candidate will be a great communicator and able to translate their technical knowledge into actionable direction. They will require an aptitude for working with applications/systems to undertake analysis, diagnosis and resolution of problems, which may range from straightforward to more complicated technical issues. When they don’t have an answer, they know how to research the problem and come up with a solution. There is also a range of administration duties within this role.

Main duties Operate the internal IT helpdesk by responding to and resolving user and system issues. Act as a point of contact for phone calls and emails from staff regarding IT issues and queries and log all calls in the Service

Desk ticketing system. As part of the team working on a rota basis, cover the hours of 07:30 to 17:00 (Sheffield) and 08:00 to 19:00 (London) during

the working week, in line with Bank policy of 37.5 hours per week. This will involve an element of shift work, so some flexibility in working hours is required. There will also be a small amount of travel between the London and Sheffield offices.

Provide 1st and 2nd line support and administration including troubleshooting of IT related problems from software to hardware, such as mobile phones, laptops, PCs, printers, basic network issues and all IT Managed applications.

Escalate unresolved calls to the 2nd/3rd line support teams in line with agreed processes, including liaising with external partner organisations where appropriate.

Maintain a high degree of customer service, including taking ownership of user problems and following up the status of problems on behalf of the user plus communicating progress in a timely manner.

Provide project and testing support to the systems that IT deploys to the business. Ensure that all systems adhere to organisational standards and are kept up to date with the latest updates and upgrades. Maintain and manage the company’s IT software and hardware assets, including license management. Manage the IT-related processes as part of the Employee Induction process. Develop and publish support documentation to assist staff with requests for information & provide staff training if required. Build and maintain effective and productive working relationships with colleagues, key stakeholders, our third-party partners

and suppliers, support the company’s mission and business objectives.

Knowledge and experienceThis is an exciting and varied role where no two days are the same. You should have a passion for IT and a willingness to learn and support company growth.This role is not an entry level position. Whilst company-specific training will be provided, it is essential that the successful candidate have a demonstrable working understanding of IT support and systems administration. The successful candidate will be expected to hit the ground running in a fast-paced environment with a growing workload. Experience working in a 1st line technical support role. Self-motivated achiever who gains satisfaction from providing excellent customer service. Excellent written and verbal communication skills as well as telephone manner. Must be able to communicate well at a

technical and user level. Demonstrable knowledge and troubleshooting experience of TCP/IP networks and Microsoft based operating systems,

enterprise applications (e.g. Exchange, Skype for Business) and desktop applications (e.g. Word, Excel, Access, Visio) – ideally in both an on-premise and cloud environment.

Experience of provisioning desktop/laptop/mobile hardware/software plus basic user & security group Active Directory administration as well as security apps and VPN. Previous experience of hosted desktop and Office 365 environment is highly beneficial.

Working knowledge in any of Wordpress, Tableau, MySQL, ZenDesk Salesforce, would be highly beneficial. Ability to work under pressure & deliver to tight deadlines, whilst retaining excellent attention to detail. Education qualification in IT or related field is beneficial. Ability to learn new skills quickly with a keen interest in IT and

technology. Excellent organisational skills with the ability to prioritise work. Prior experience in supporting small and medium-sized businesses preferred with the ability to work effectively as a team

player. Good experience of using Software Development Lifecycle and Ticket Management tools (such as Jira, VSTS, ZenDesk etc.).

Internal and external stakeholders

All internal staff

Budgets / fund size / scope of investments

N/A

Management responsibility if appropriateThe role will report to the IT Manager

Key competencies/behavioursDetail oriented;Excellent communicator;Ability to deliver against customer commitments;Collaborative;Ability to prioritise effectively;Self-learner;Proactive;

QualificationsDesirable: ITIL or MCP qualification

Is this a regulated role? No