Hybrid IT Service Desk Analyst: Windows & Cloud Support

Castle Trust Group; Basingstoke; Hybrid; GBP 25,000 - 35,000; Full time

Benefits offered by this job

Generous pension

Life Assurance

25 days’ holiday + buy/sell 5 days

Private healthcare

Job summary

Castle Trust Bank is modernising its IT landscape and seeks a Service Desk Analyst to provide frontline support for Windows 11, tablets and mobile devices. You will build and maintain desktops, manage AD/Entra accounts and drive incident resolution, with SLA adherence in a hybrid environment based in Basingstoke and occasional London onsite support.

The role offers broad exposure to cloud services, documentation, and continuous improvement within a people-centric tech team.

Qualifications

• Strong working knowledge of Windows 11 and M365.
• Proven experience with device builds, configuration and management (Autopilot, InTune).
• Experience supporting tablets, mobiles, and corporate device estates.
• Understanding of Active Directory and Azure Active Directory (Entra).
• Basic PowerShell scripting skills.
• Understanding of networking fundamentals (TCP/IP, DNS, LAN/WAN, VPN).
• Experience with core services such as File & Print, NTFS permissions, and GPOs.

Responsibilities

• Provide friendly, high-quality in-person and remote support across Windows 11, tablets, mobile devices, and applications.
• Build, configure and maintain desktop clients with secure, efficient user experiences.
• Manage user account creation, moves and changes across IT systems.
• Own and resolve incidents and service requests, maintaining SLA performance and high first-time fix rate.
• Support a hybrid multi-cloud environment and contribute to service improvements.
• Produce clear documentation, knowledge articles and process notes.
• Carry out routine system checks and contribute to projects.
• Provide monthly onsite support in London and participate in on-call rota.

Skills

Windows 11

M365

Autopilot

InTune

Device builds

Tablets

Mobile devices

Active Directory

Azure Active Directory (Entra)

PowerShell

Networking (TCP/IP, DNS, LAN/WAN, VPN)

File & Print

NTFS permissions

GPOs

Education

CompTIA

ITIL Foundation

MTA

Tools

Autopilot

InTune

WSUS

FreshService

8x8 phone systems

Job description

Castle Trust Bank is modernising its IT landscape and seeks a Service Desk Analyst to provide frontline support for Windows 11, tablets and mobile devices. You will build and maintain desktops, manage AD/Entra accounts and drive incident resolution, with SLA adherence in a hybrid environment based in Basingstoke and occasional London onsite support.

The role offers broad exposure to cloud services, documentation, and continuous improvement within a people-centric tech team.