IT Access Service Analyst

The Openwork Partnership; Swindon; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A dynamic financial services company is seeking an individual for a hybrid IT support role in Swindon. The successful candidate will manage access for colleagues, provide support through effective account management, and contribute to software asset management. Ideal candidates will have strong call handling skills, experience with Active Directory, and a good understanding of data protection regulations. Join us to grow in a supportive environment that values individuality and professional development.

Benefits

Salary up to £28,000

Bonus scheme of 7.5%

Pension matching scheme

Critical illness cover

Income protection

27 days holiday plus bank holidays

Private medical and dental insurance

Qualifications

• Experience in call handling and dealing with difficult situations.
• Knowledge of ITIL V3 or V4 is an advantage.
• Understanding of data protection and FCA regulations.
• Familiarity with 0365 Admin Centres.
• Knowledge of starters and leavers processes.

Responsibilities

• Manage access for starters, leavers, and movers.
• Conduct welcome calls for new starters.
• Support IT Service desk during peak times.
• Conduct access audits for critical systems.
• Maintain access documentation and keep it up to date.

Skills

Call handling

Organizational skills

Problem solving

Communication skills

Tools

Active Directory

Microsoft Dynamics

M365 licensing portal

Job description

The opportunity

We are looking for a dedicated individual with a strong passion for providing exceptional service and a keen eye for detail to facilitate Access to Openwork Colleagues, as well as access to Firms. The role holder will work with internal staff, technology teams and advisers to assist with queries. This will include creation and removal of system accounts and licences. You will also contribute to software asset management through the effective assignment and management of licenses to internal staff and advisers. This is a hybrid role based in our Swindon office.

The benefits

• Salary – up to £28,000
• Bonus scheme – on target bonus – 7.5%
• Pension scheme – contribute up to 5% of your salary and Openwork will match you and put in an extra 5%
• Critical illness cover
• Income protection – 1 x salary
• Death in service – 4 x salary
• 27 days holiday + bank holidays, with the opportunity to buy up to an additional 10 days
• A range of other flexible benefits to include private medical insurance, dental insurance and much more.

Key accountabilities

• Following documented processes to allocate access for starters, leavers, movers.
• Managing the leavers process to ensure that all IT equipment is returned.
• Conducting a new starter's welcome calls supporting them to log on to the system and answer queries.
• Following the ticket best practice guide making sure tickets and requestors are regularly updated.
• Ad‑hoc support to the IT Service desk answering incoming calls during the lunch time period and seasonal peak times.
• Diagnosing and resolving access related problems accurately making sure they are logged correctly and either closed or escalated appropriately.
• Carrying out access audits and re‑verification of access for critical systems.
• Maintaining Access documentation and ensuring it is kept up to date.

What will you need to succeed?

Qualifications / Experience / Knowledge

• Experience in call handling and dealing with difficult and demanding situations.
• ITIL V3 or V4 an advantage.
• Knowledge and experience of Active Directory.
• Knowledge of 0365 Admin Centres and User Administration within Dynamics 365 advantageous.
• A good knowledge of Data Protection, and FCA regulations.
• A good understanding of starters and leavers process, as well as role based access controls.

Technical Knowledge

• Microsoft Dynamics User Administration
• Active Directory
• M365 licensing portal

Skills and Competencies

• Good organisation and communication skills.
• Have a bright professional attitude and lead by example work ethic.
• Have the ability to multi‑task and stay organized in an agile working environment.
• Be analytical & inquisitive with excellent attention to detail.
• Ability to change priorities on a day‑to‑day basis.
• Good at problem solving – required to get underneath incidents and identity where and what has gone wrong.
• Ownership of requests.

Why us?

We're a dynamic, fast paced, and growing business with huge ambition. This is all made possible by the brilliant people who are part of The Openwork Partnership family. We're investing heavily in our colleagues, continuously striving to give them the platform to develop personally and professionally and reach their full potential.

We’re also very proud of our culture, as one of the Best 100 Large Companies to work for in 2022. The Openwork Partnership values, and respects individuality and we are committed to building an inclusive culture and environment which truly recognises and celebrates our colleague’s individual differences and identities – just like our financial advice, for us, it’s personal. We believe everyone can make a difference and your race, religion, disability, and gender will never be a barrier. At Openwork, we have a strong ethic of care for each other where you can balance a successful career with your commitments and interests outside of work. We believe that you will bring your best self to work if you are trusted to choose when, where and how you do it.