Service Desk Analyst

Bionic; London; On-site; GBP 30,000 - 40,000; Full time

Job summary

A leading tech-enabled business switching service is seeking an experienced Service Desk Analyst to support their London office and remote teams. This role involves first-line support, incident management, and proactive maintenance. Candidates should have a passion for technology and problem-solving skills. Bionic offers a dynamic work environment with opportunities for growth and a comprehensive benefits package.

Benefits

Health & wellbeing programs

25 days annual leave

Flexible working and hybrid work options

Pension schemes

Recognition programs and company events

Qualifications

• Prior experience in a Service Desk Support role.
• Experience supporting Windows 10, 11 and O365 suite.
• Desktop and laptop hardware installation and troubleshooting experience.

Responsibilities

• First line support to the business and proactive maintenance.
• Ensuring all incidents & requests are logged correctly & resolved to SLA.
• Performing root cause analysis on problem tickets.

Skills

Problem Solving

Cyber Security Awareness

Team Player

Tools

Windows 10

O365

Mac OS

Job description

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Bionic is a tech-enabled business switching service. We empower small business owners with a radically better way for them to sort their business essentials through smart technology.

We've evolved into a digital business, investing heavily in talent and a new tech platform, alongside developing unique 'hybrid' web and voice customer journeys, in addition to expanding our range of products. By combining smart technology with world class human service, we help match small business customers with the right energy, insurance, connectivity and finance providers and products - with speed, convenience, clarity and trust.

The Role

We're looking for an experienced first-line Service Desk Analyst to join our team where innovative ideas and projects come to life.

As a Service Desk Analyst, you'll be part of the Tech Ops Team, supporting our London Office of approximately 300 people and providing remote support to another 500 users across 3 additional offices, and a remote field-based team.

The role will primarily be based in our London office with occasional travel to other offices (expenses covered).

Day-to-day responsibilities:

• First line support to the business and proactive maintenance
• Ensuring all incidents & requests are logged correctly & resolved to SLA
• Resolving incidents where possible and achieving a high first line fix rate
• Escalating incidents appropriately and in a timely manner
• Performing root cause analysis on problem tickets
• All user administration to accounts on request
• Hardware support including desktops, laptops, MFDs and peripherals
• Assisting with project work

About you

You should have an aptitude for technology, be a great problem solver, and have a passion to learn and grow. A can-do attitude will serve you well, but a will-do attitude will take you further, and we will support you on that journey.

You can demonstrate:

• Prior experience in a Service Desk Support role
• Experience supporting Windows 10, 11 and O365 suite
• Experience supporting Mac OS devices
• Desktop and laptop hardware installation and troubleshooting experience
• Experience using machine imaging technologies
• Cyber security awareness
• Being a driven team player

About Bionic Group

Bionic has over 630 employees across three office locations and four businesses: Bionic - London, Bionic Outbound - Luton, Think Business Loans - Chelmsford, and Smart - Field based agents.

We foster a high-energy work environment filled with passionate, collaborative, creative, and fun teams. We set high standards and strive to be the best every day.

Working at Bionic offers many opportunities for career advancement, recognition, and rewards.

Our benefits include:

• Health & wellbeing programs including Employee Assistance Programme, virtual GP, physio, and talking therapies
• Paid time off such as 25 days annual leave, bank holidays, and additional days for family, religious observances, volunteering, and more
• Family-friendly policies like enhanced parental leave and special leave days
• Flexible working and hybrid work options
• Financial benefits including pension schemes, life assurance, season ticket loans, and cycle to work schemes
• Recognition programs and company events

Seniority level

• Associate

Employment type

• Full-time

Job function

• Information Technology

Industries

• Technology, Information and Internet