Service Desk Analyst

Castle Trust Bank; Lydney; Hybrid; GBP 28,000 - 36,000; Full time

Benefits offered by this job

Competitive salary

Performance bonus

Pension

Life Assurance

25 days holiday

Private healthcare

Gym discounts

Hybrid working

Volunteering day

Job summary

Castle Trust Bank is seeking a Service Desk Analyst to be the first point of contact for technical issues across Windows 11, M365 and corporate devices. You will build and maintain desktop clients, manage user accounts and support a hybrid cloud environment to keep colleagues productive.

Based in Basingstoke with two days remote per week, you’ll join a small capable team, deliver incident resolution with a strong focus on customer service, contribute to documentation and service improvements,

Qualifications

• Strong Windows 11 and M365 knowledge.
• Experience building and managing devices using Autopilot and InTune.
• Experience supporting tablets and mobile devices.
• Understanding of Active Directory and Azure Entra.
• Basic PowerShell scripting skills.
• Understanding networking fundamentals (TCP/IP, DNS, LAN/WAN, VPN).
• Experience with core services like File & Print, NTFS permissions and GPOs.

Responsibilities

• Provide friendly, high-quality face-to-face and remote IT support.
• Build, configure and maintain desktop clients for security and efficiency.
• Manage user accounts and access changes across IT systems.
• Own incidents and service requests, maintain SLA and first-time fix rate.
• Support a hybrid cloud environment and contribute to service improvements.
• Create clear documentation and knowledge articles.

Skills

Windows 11

M365

Autopilot

Intune

Active Directory

Azure Entra

PowerShell

Networking basics

GPOs

Tools

WSUS

FreshService

8x8

CompTIA

ITIL Foundation

MTA

Job description

“Be the face of IT support in a growing, modern, digitally transforming bank.”

At Castle Trust Bank we pride ourselves in being a fintech challenger bank, providing specialist property mortgages, retail financelendingand savings accounts to a variety of customers.

We’remodernising how we work–strengthening our technology foundations, enhancing colleague experience, and building a highperforming digital environment across all our sites. As part of this journey,we’relooking for aService Desk Analystwho takes pride in delivering exceptional customer service andhigh-qualitytechnical support in a fastmoving,peoplefocusedorganisation.

You’lljoin a small but highly skilled Service Desk team based inBasingstoke, supporting around200colleaguesacross multiple UK locations. This is a highly visible,hands-onrole whereyou’llbe the first point of contact for technical issues, troubleshooting, device management, and operational support–making you a key player in ensuring our colleagues canwork effectivelyevery day.

Whatyou’lldeliver

As part of our Technology team, you will:

• Provide friendly,high-qualityfacetoface and remote support across Windows 11, corporate tablets, mobile devices, and both COTS and bespoke applications.

• Build, configure andmaintaindesktop clients, ensuring a secure and efficient experience for all users.

• Manageuser account creation, moves and changes across our IT systems.

• Own and resolve incidents and service requests,maintainingSLA performance and delivering a highfirst-time fixrate.

• Support a hybridmulti-cloudenvironment and contribute to ongoing service improvements.

• Produce clear andaccuratedocumentation, knowledgearticlesand process notes.

• Carry out routine system checks and contribute to project work across the Bank.

• Provide monthly onsite support in our London office andparticipatein the outofhourson-callrota.

You’llhave plenty of opportunities to broaden your skills, influence how services are delivered, and help shape continuous improvements across the Technology function.

This is a hybrid role based in Basingstoke, with flexibility to work 2 days from home per week.

Whatyou’llbring

We’relooking for someone who is technical, proactive and thrives in apeoplecentricrole. In addition:

Essential experience & skills

• Strong working knowledge ofWindows 11andM365.

• Proven experience withdevice builds,configurationand management(Autopilot,InTune).

• Experience supporting tablets, mobiles, and corporate device estates.

• Understanding ofActive DirectoryandAzure Active Directory (Entra).

• Basic PowerShell scripting skills.

• Understanding ofnetworking fundamentals(TCP/IP, DNS, LAN/WAN, VPN).

• Experience with core services such asFile & Print, NTFS permissions, and GPOs.

Desirable

• Experience with patching solutions (WSUS), ITSM tools (FreshService), 8x8 phone systems.

• Exposure to Azure, AWS, GCP orHyper-V.

• Experience in a Financial Services environment.

• Relevant certifications (CompTIA, ITIL Foundation, MTA).

Behaviours

• Highly organised andtaskdriven.

• Customerfocusedwithstrong communicationskills.

• Calm under pressure, adaptable and pragmatic.

• A team player with a passion forproblemsolvingand continuous learning.

Why join Castle Trust Bank?

• Competitive salary

• Performance bonus(based on individual and company performance)

• Generous contributory pensionthrough Hargreaves Lansdown

• Life Assurance

• 25 days’ holiday +optionto buy/sell 5 days

• Additionalpaid volunteering day

• Private healthcare throughEquipsme(includes cash back for Dental and Optical treatment)

• Free access toBHSF RiseEAP to supportcolleaguehealth and wellbeing

• Gym discounts

• Season tickettravelloans (if applicable)

• Hybrid working (3 days in Basingstoke)

• A supportive, inclusive culture where your work has real impact

Castle Trust Bank is an equal opportunity employer where we celebrate diversity and are committed to creating an inclusive environment for all our colleagues to thrive. We welcome applications from all and will not discriminate against any status/characteristic protected by law and will always base our decisions on merit.

We are proud to support people with disabilities and are committed to be a Disability Confident employer. If you are a person with a disability and meet theminimumcriteria for the role you will be offered an interview. Should you require any reasonable adjustment to support you in your application for one of our opportunities, please contact [e-mail]

https://www.castletrust.co.uk/careers/who-we-are