IT Service Desk Analyst

The Openwork Partnership; Swindon; Hybrid; GBP 22,000 - 27,000; Full time

Job summary

A leading financial services company is seeking an IT Service Desk Analyst in Swindon. The role provides first-line support, troubleshooting issues to ensure smooth IT service delivery. Candidates need extensive IT Service Desk experience, strong O365 skills, and a commitment to outstanding customer service. This position includes a hybrid work model and various benefits.

Benefits

Salary up to £27,000

Bonus scheme – on target bonus 7.5%

Pension scheme with matched contributions

Critical illness cover

Income protection – 1x salary

Death in service – 4x salary

27 days holiday + bank holidays

Qualifications

• Extensive experience as an IT Service Desk analyst, ideally in various organizations.
• Strong technical foundation with expertise in O365 and desktop support.
• Good communication skills with stakeholders at all levels.

Responsibilities

• Provide exceptional customer service and technical support.
• Accurately log IT incidents and prioritize ticket resolution.
• Perform remote troubleshooting and maintain internal documentation.

Skills

O365 support

desktop support

application support

customer service

analytical skills

problem-solving

Tools

Assyst

Active Directory

Microsoft Operating Systems

Microsoft Dynamics

Job description

Overview

This is a permanent, hybrid IT Service Desk Analyst role based in our Swindon office with the requirement to be in the office 4 days a week. You will be the first point of contact for colleagues across the business, providing timely support, troubleshooting technical issues, and ensuring seamless delivery of IT services. You will be a natural troubleshooter with a talent for multi-tasking and prioritising workload, able to resolve desktop and application issues and requests to a high standard.

Responsibilities

• Ensure an exceptional level of customer service and satisfaction is always met.
• Accurate ticket logging of all IT incidents and service requests, manage your ticket queue, prioritise calls, and close tickets within SLA.
• Manage calls to the agreed quality standard, including answering with standard greeting, correct triage, and explaining next steps when necessary.
• Perform remote troubleshooting through diagnostic techniques and triage calls to a high standard.
• Support a multitude of technologies such as Audio Visual, desk & mobile phones, laptops, Microsoft Dynamics and Office 365, as well as in-house applications.
• Make judgements on problems that should be escalated to management and escalate major incidents quickly and clearly with as much detail as possible, including impact.
• Contribute towards the internal Knowledgebase and help create documentation.
• Maintain a strong commitment to continuous service improvement by proactively identifying areas where the service desk can improve.
• Resolve technical desktop and application issues and requests to a high standard.
• Demonstrate strong customer service ethos, good analytical and problem-solving skills, and the ability to work under pressure and to deadlines.

Qualifications

• Extensive experience as an IT Service Desk analyst, preferably within several organisations or with a service provider.
• Strong technical foundation with excellent O365, desktop and application support skills.
• Experience working with Financial Advisors or in an FCA-regulated environment preferable.
• ITIL V3 or V4 knowledge desirable.
• Experience using Assyst beneficial.
• Ability to liaise with stakeholders across all levels of business and communicate clearly (written and verbal).
• Active Directory administration.
• Dynamics experience preferable.
• Good knowledge of Microsoft Operating Systems.
• Strong customer service ethos and motivation to deliver outstanding service.

Benefits

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