Service Desk Analyst

XPS Pensions Group; Reading; On-site; GBP 25,000 - 35,000; Full time

Job summary

XPS Pensions Group is seeking an experienced IT Service Desk Analyst for their Reading office. This role involves providing excellent customer service and technical support, collaborating with various IT teams, and handling requests for technology and services. The successful candidate will have strong problem-solving skills, technical support experience, and familiarity with systems like Active Directory and Windows. Attractive benefits and opportunities for career development are offered.

Benefits

Participation in a Discretionary Bonus Scheme

25 days holiday

Pension plan and life assurance

Health benefits and access to a GP

Qualifications

• Experience providing hands-on and remote IT support.
• Knowledge in Active Directory, Azure, and Windows 10.
• Strong people skills and composure in troubleshooting.

Responsibilities

• Serve as first point of contact for IT issues via phone, email, or chat.
• Handle requests related to workstations, servers, and networks.
• Record details of all requests and incidents accurately.

Skills

Problem Solving

Communication

Technical Support

Education

COMPTIA A+ Accreditation

Tools

ServiceNow

Job description

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We are looking for an experienced IT Service Desk Analyst to join our team, who are based in our state-of-the-art Reading office and are the first point of contact for all IT issues and requests. The team consists of several Service Desk Analysts and is led by a Service Desk Team Leader.

The service desk operates from Monday to Friday between 07:00 and 19:00 and makes use of the ServiceNow platform to capture and manage all incidents and requests.

XPS is an award-winning Pensions Consultancy with over 1600 staff in locations across the UK and our business continues to experience rapid growth. We value our people as we recognise, they provide the key to our success. XPS Pensions Group has been rankedGold in the Employee Engagement category and Silver in the Employee-Centric Company category at the UK Employee Experience Awards. XPS Pensions Group has also won two awards at the Business Culture Awards winning Best Business Culture Transformation Initiative and the overall Gold Award winner for Business Culture.

The Role:

Our Service Desk Analysts are responsible for delivering the very best customer service experience, working in collaboration with our colleagues in the 2nd Line, Infrastructure Support and IT Security teams. You will also...

• Provide a helpful and approachable, first point of contact for colleagues seeking technical assistance via phone, email or online chat.
• Responsible for handling support of service requests which relate to all technology including; workstations, servers, printers, networks and vendor specific software.
• Accurately recording the details of all requests and incidents.
• Wherever possible, resolving all issues at the first point of contact.
• Ensuring that requests falling outside of our expertise are escalated in a timely manner to our colleagues in 2nd Line, Infrastructure Support or IT Security.
• Adhering to internal processes and procedures when undertaking all Requests or Change Requests.

Your Profile:

• Excellent verbal and written communications skills.
• Strong people skills and a knack for problem solving.
• The ability to maintain composure and customer focus while troubleshooting and solving technical issues.
• An aptitude for acquiring skills in technical support and an eagerness to learn all about Active Directory, Azure and Windows support.
• The ability to think on your feet where a documented solution is not available, researching the issues reported and adding findings to the tickets and knowledge base.
• Experience providing hands on and remote IT support.
• Windows 10 administration and Office365 problem solving
• Experience supporting Active Directory, Azure and Windows 10.
• Knowledge in the principles of supporting MS Teams, Mobile device management, zScaler, Mimecast, networking or WiFi.
• COMPTIA A+ Accredition

What we offer:

We believe in our people, and we will work with you to unlock your potential and support your career whilst giving you the opportunity to work with some of the most dynamic and collaborative people in our industry.

Are you looking for a challenging and fulfilling career for an organisation with a conscience? At XPS, you can expect an exciting and fulfilling career in a growing business and an industry that provides a consistent challenge whilst also working to contribute positively to the communities in which we operate and help those beyond our organisation.

Our five Employee Networks – XPS Women’s Network, XPS LGBTQ+ Network, XPS Menopause Network, XPS Disability Network and XPS Multicultural Network – play an important role in our culture. They lead our inclusive programme of events, campaigns and workshops throughout the year and our internal mentoring programme also has a role to play, for example in advancing gender equality.

As an employee at XPS, you know you are joining a winning team, as a testament to all the brilliant work that everyone at XPS does, we are delighted and excited to have won a clean sweep at the Prestigious Professional Pensions UK Pensions Awards 2022 winning the Investment Consultancy of the Year award, Third Party Administrator of the Year and Actuarial/Pensions Consultancy of the Year.

At XPS, we became carbon neutral across our entire value chain back in 2021 and have a strong focus on Environmental, Social and Governance (ESG) factors and sustainability, and build this ethos into all of our manager research and subsequently our client solutions.

We embrace differences and we will respect your ideas, perspective, and style. Our business thrives on our diversity and mix of experience that leads to innovation. When you take a role with XPS you will be joining a community of professionals driven by integrity and delivery and you can be sure that your wellbeing is taken seriously.

We are happy to talk about flexible working and hybrid working and we understand everyone has different needs.

We offer an attractive reward package, including:

• Participation in a Discretionary Bonus Scheme
• 25 days holiday
• A set of core benefits including pension plan, life assurance, employee assistance programme, access to a qualified, practicing GP 24 hours a day, 365 days a year
• A comprehensive range of voluntary and flexible benefits to suit you and your lifestyle including holiday trading, tech scheme, cycle to work scheme, dental cover, healthcare cash plan, critical illness cover, private medical cover for self and family, travel insurance and a broad range of discounts at hundreds of retailers.

What next:

If you feel XPS could be the next step on your career ladder, please apply directly via the links provided and we look forward to learning more about you. We will consider all applicants and respond swiftly.

If you do not feel ready to apply or still have questions, please contact Mei Mei Mohan on the recruitment team at

The successful candidate will need to demonstrate the following requirements:

• Right to Work confirmation
• Employment or educational references covering five years