Hybrid Service Desk Analyst — Elevate IT Support

Castle Trust Bank; Lydney; Hybrid; GBP 28,000 - 36,000; Full time

Benefits offered by this job

Competitive salary

Performance bonus

Pension

Life Assurance

25 days holiday

Private healthcare

Gym discounts

Hybrid working

Volunteering day

Job summary

Castle Trust Bank is seeking a Service Desk Analyst to be the first point of contact for technical issues across Windows 11, M365 and corporate devices. You will build and maintain desktop clients, manage user accounts and support a hybrid cloud environment to keep colleagues productive.

Based in Basingstoke with two days remote per week, you’ll join a small capable team, deliver incident resolution with a strong focus on customer service, contribute to documentation and service improvements,

Qualifications

• Strong Windows 11 and M365 knowledge.
• Experience building and managing devices using Autopilot and InTune.
• Experience supporting tablets and mobile devices.
• Understanding of Active Directory and Azure Entra.
• Basic PowerShell scripting skills.
• Understanding networking fundamentals (TCP/IP, DNS, LAN/WAN, VPN).
• Experience with core services like File & Print, NTFS permissions and GPOs.

Responsibilities

• Provide friendly, high-quality face-to-face and remote IT support.
• Build, configure and maintain desktop clients for security and efficiency.
• Manage user accounts and access changes across IT systems.
• Own incidents and service requests, maintain SLA and first-time fix rate.
• Support a hybrid cloud environment and contribute to service improvements.
• Create clear documentation and knowledge articles.

Skills

Windows 11

M365

Autopilot

Intune

Active Directory

Azure Entra

PowerShell

Networking basics

GPOs

Tools

WSUS

FreshService

8x8

CompTIA

ITIL Foundation

MTA

Job description

Castle Trust Bank is seeking a Service Desk Analyst to be the first point of contact for technical issues across Windows 11, M365 and corporate devices. You will build and maintain desktop clients, manage user accounts and support a hybrid cloud environment to keep colleagues productive.

Based in Basingstoke with two days remote per week, you’ll join a small capable team, deliver incident resolution with a strong focus on customer service, contribute to documentation and service improvements,