IT Service Desk Analyst

Procentia - Pensions Software Solutions; West of England; On-site; GBP 24,000 - 32,000; Full time

Benefits offered by this job

25 days holiday

Employer pension 5% contribution

Life Assurance

Private Medical Insurance

Employee Assistance Programme (EAP)

Health care cash plan

Tusker – Electric Car Leasing scheme

Job summary

Procentia, part of the Brightwell Group, is looking for an IT Service Desk Analyst to join our Bristol office. You will provide first line technical support to colleagues and business users, handling incidents and service requests through Zendesk, and collaborating with the IT team to maintain hosted services.

The role is fully office-based, requiring attendance five days per week at the Bristol office. You will play a key part in supporting IntelliPen and related Azure-hosted environments, with

Qualifications

• Experience in IT service/helpdesk environments.
• Strong problem solving and communication skills.
• Comfortable working from Bristol office five days a week.

Responsibilities

• Manage employee accounts and access provisioning for new starters, leavers, and role changes.
• Provide hardware and software support to users via Teams, email, phone and in person.
• Assist with network setup and troubleshoot connectivity issues.
• Monitor and support backups and data restoration as needed.
• Follow security policies and maintain antivirus protection.
• Create user guides and stay informed about emerging technologies and risks.

Skills

Bristol office-based

Strong problem solving

Independent & team work

IT infrastructure support

Windows environments

Tools

Zendesk

Job description

About Us

Procentia, part of the Brightwell Group, is an award-winning software and technology company specialising in the Pensions and Pension Risk Transfer/Bulk Purchase Annuities market. Established in 2002, the business is renowned for its web-based pensions administration and management system, IntelliPen.

About Us

Procentia’s products and solutions help pension schemes and administrators of all types and sizes manage exceptional volumes of data, meet the demand for self-serve technology, and provide meaningful, consumer-like experiences that users expect from modern online financial platforms while minimising the need for administrator intervention and involvement.

With offices in the UK and North America, Procentia supports some of the largest pension schemes, insurers and retirement plans across the private and public sectors, including BP, British Airways Pension Scheme, BTPS, Chicago Transit Authority, Legal & General Retirement America, Retirement System City of Detroit, Rolls-Royce, Royal London, and Universities Superannuation Scheme.

The Job

As part of our continued growth, we are recruiting an IT Service Desk Analyst to join the IT Service Desk. The role will primarily manage incidents and service requests through Zendesk, providing first line technical support to colleagues and business users, while offering excellent opportunities for professional growth and development.

Please note: this is a fully office based role, requiring attendance at our Bristol office five days per week.

Procentia hosts client operations in Microsoft Azure Public Cloud, including the IntelliSuite applications, SQL Server databases and supporting software. The IT Service Desk Analyst will help support the infrastructure underpinning these hosted services.

Here’s What You’ll Be Doing

• Manage employee accounts, including new starters, leavers and role changes.
• Provide hardware and software support, set up employee devices, and assist users via Teams, email, telephone and in person.
• Manage employee accounts, including new starters, leavers and role changes.
• Support network setup, troubleshoot connectivity issues, and monitor performance and security.
• Monitor backups and restore data when needed.
• Follow security policies, maintain antivirus protection, and promote cybersecurity best practice.
• Maintain IT asset and configuration records, create user guides, and stay informed about emerging technologies and risks.

Key Skills And Experience

• Ability and willingness to work from the Bristol office five days per week.
• Strong problem-solving abilities.
• Ability to work independently and as part of a team.
• A practical, hands‑on background in IT infrastructure support, including storage, servers and networking.
• Exposure to physical and virtualised Microsoft Windows environments
• Experience working with service desk or ticketing platforms (Zendesk experience desirable).
• Excellent communication skills.

Lets Talk About What’s In It For You...

• 25 days holiday (plus public holidays) increasing with length of service up to a maximum of 28 days, with carry over of up to 1 week
• Buying and Selling holiday (up to 1 week)
• Volunteer day
• 5% Employer contribution pension
• Life Assurance
• Private Medical Insurance
• Employee Assistance Programme (EAP)
• Health care cash plan
• Tusker – Electric Car Leasing scheme

Don’t meet every requirement?

We know that some candidates, particularly women, disabled people, LGBTQ+ individuals, neurodivergent people, and those from ethnic minority backgrounds, may hesitate to apply unless they meet every listed requirement. At Procentia, we’re committed to building a diverse, inclusive workplace where everyone can thrive. If this role excites you but your experience doesn’t align perfectly with every requirement, we encourage you to apply anyway. You could be a great fit for this role or another opportunity within our team.

Procentia is an award‑winning software and technology company specialising in the Pensions and Pension Risk Transfer market. We design intelligent solutions that put administrators and members at the heart of any pension scheme.

Established in 2002, we’re renowned for our leading web‑based pensions administration and management system, IntelliPen. Our platform helps schemes meet the demand for self‑serve technology and provide meaningful consumer‑like experiences that their members expect from online financial platforms.

With offices in the UK and North America, we support some of the largest pension schemes and retirement plans across the private, public, and insurance sectors.

We’ve been Highly Commended for ‘Technology Innovation of the Year 2025’ at the UK Pensions Awards, named 'Pension Technology Firm of the Year 2024' at the Pensions Age Awards, and voted ‘No.1 UK Pension Administration Software Provider’ in 2022 and 2023.

Check out our locations here.