Service Desk Analyst

Bionic; Corby; On-site; GBP 26,000 - 38,000; Full time

Benefits offered by this job

Private healthcare cover

Pension scheme

25 days annual leave + bank holidays

Cycle to work scheme

Volunteer day

Job summary

Bionic is seeking a Service Desk Analyst to join the Corby office, providing first-line IT support and incident management in a fast-paced Tech Ops environment. The role involves onsite duties with occasional travel to other offices, and remote support for wider business users.

You will work as part of the Tech Ops Team, supporting around 70 local users and 500+ remote users, handling onboarding/offboarding, device provisioning, and contributing to continual service improvements.

Qualifications

• Experience in a Service Desk or IT helpdesk role.
• Strong customer service and communication skills.
• Proactive attitude with good problem-solving abilities.
• Familiarity with Windows 11 and Microsoft 365 services.
• Experience with device provisioning and onboarding/offboarding processes.

Responsibilities

• Provide first line support and maintain SLA adherence.
• Log incidents and requests accurately and drive resolution.
• Escalate where appropriate and perform root-cause analysis.
• Administer user accounts, access provisioning and permissions.
• Support hardware including end-user devices and peripherals.

Skills

Service desk experience

Customer service

Problem solving

Communication

Independent work

Education

Relevant IT/Computing qualification or equivalent

Tools

Windows 11

Microsoft 365 (Teams, Exchange Online, SharePoint, OneDrive)

MacOS

Azure AD/Entra ID

Intune / endpoint management

Imaging technologies

Salesforce (desirable)

Job description

Job: Service Desk Analyst - 1st line

Location: Corby - (On site)

At Bionic, we're making life radically easier for small business owners. We're building a one-stop shop for business essentials that is powered by smart technology and world class human service giving them an experience so good that they trust Bionic to sort all their business needs for them.

The role:

We are looking for a Service Desk Analyst to join us in a fast-paced environment where innovative ideas and projects come to life.

In the role of Service Desk Analyst, you'll be part of the Tech Ops Team, supporting approximately 70 users in our Corby office and providing remote support to a further 500+ users across the wider business. This is an on-site role, based in our Corby office with the occasional need to travel to our other offices (expenses covered) where required.

Day to day responsibilities:

• First line support to the business and proactive maintenance
• Ensuring all incidents & requests are logged correctly & resolved to SLA
• Resolution of incidents where possible and achieving a high first line fix rate
• Escalate incidents appropriately and in a timely manner
• Perform root cause analysis on problem tickets
• User account administration, access provisioning and permissions management
• Hardware support to include end user devices, printers and peripherals
• Working collaboratively with teams across Technology, supporting project delivery and continual service improvement initiatives.
• Assisting with user onboarding and offboarding processes, including device provisioning and access management.
• Maintaining asset management records and ensuring hardware assets are accurately tracked throughout their lifecycle.
• Provisioning, configuring and deploying user devices
• Supporting meeting room technology and audio-visual equipment
• Maintaining accurate ticket, knowledge base and asset management records
• Participating in IT security initiatives and ensuring adherence to company security policies
• Contributing to process improvements and continuous service enhancement
• Delivering an exceptional customer experience through professional, friendly and effective communication across all support channels

About you:

• Prior experience in a Service Desk Support role
• Experience of supporting Windows 11 and Microsoft 365 services including Teams, Exchange Online, SharePoint and OneDrive
• Experience of supporting Mac OS devices
• Desktop and laptop hardware installation and troubleshooting
• Experience in supporting Salesforce is desirable
• Have used machine imaging technologies
• Experience supporting Microsoft Entra ID (Azure AD)
• Experience supporting Microsoft Intune or other endpoint management solutions
• Understanding of the ITIL framework and service management principles
• Knowledge of MFA, conditional access and modern authentication technologies
• Strong customer service and stakeholder management skills
• Ability to prioritise workload effectively and work independently

The interview process:

• Initial conversation with our Talent Acquisition Team
• 1st stage interview with the Hiring Manager & Senior Service Desk Analyst (remote/face to face dependent on availability)
• 2nd stage interview with either our Head of Tech Ops or a member of our Infrastructure team

About Bionic Group:

The Bionic group has over 600 people working across multiple sites around the UK; Bionic - London, Bionic Outbound - Luton, Think Business Loans - Chelmsford, Utility Bidder - Corby and Smart - Field based agents.

We have a high energy work environment wherever the location; you can feel the passion the moment you walk through our door! Our work environments are packed with amazing people and energy, hubs of collaboration, creativity and fun! We're one team, we get stuck in, we roll our sleeves up and we care about helping each other out wherever we can. We set the highest standards and show up every day to be the best version of ourselves.

Working at Bionic provides you many opportunities to advance your career, with incredible progression, recognition, and reward.

Benefits:

We know that our employees are what sets us aside from our competitors, our benefits are just part of the way we say thanks.

Enhance your health & wellbeing

• Private healthcare cover
• Employee Assistance Programme, including a virtual GP service, priority physio & talking therapies
• Eyecare scheme

Taking time away from work

• 25 days annual leave plus the 8 UK bank holidays, increasing with tenure
• 1 paid family/religious day of leave per year - following successful probation period
• 1 paid charity volunteering day per year
• Option to buy/sell up to an additional 3 days leave per year

Family matters: for the special moments

• Enhanced maternity, paternity or shared parental leave
• 2 days off for your wedding upon joining, and up to 5 days after 2 years' service

Flexible working options & a hybrid work approach

Financial wellbeing

• Auto-enrolled salary sacrifice pension scheme
• Life assurance
• Season ticket Loans, salary advances & loans to buy/rent a home - based on tenure
• Cycle to work scheme

Recognition

• Highflyers incentive, a VIP experience for our high performers across Bionic group to celebrate success
• Company summer & Christmas party celebrations, business and local zonely & annual awards and recognition
• Long service awards