Service Desk Analyst (12-month FTC)

Bank of England; Leeds; Hybrid; GBP 25,000 - 28,000; Full time

Job summary

The Bank of England is seeking a Service Desk team member for a 12-month contract based in Leeds or London. This role involves providing essential IT support, ensuring customer issues are addressed promptly, and engaging in flexible work arrangements. Candidates should possess strong communication skills and a commitment to service improvement, with flexibility in working patterns.

Benefits

Flexible working options

Career average pension

Discretionary performance award

Private medical insurance

26 days' annual leave

Qualifications

• Experience in a people-related role in Technology.
• Ability to manage multiple tasks in a fast-paced environment.
• Strong administration and organisation skills.

Responsibilities

• Answer customer calls or chats and fix IT issues promptly.
• Log IT issues accurately and manage ticket queues.
• Participate in ad-hoc tasks and project work.

Skills

Customer service

Communication

Task management

Problem solving

Tools

Active Directory

Microsoft Exchange

Intune

Microsoft Office

Job description

Job Description

Location: Leeds or London

Job Description

We are looking for someone who is keen to learn, enthusiastic with strong communication and prioritisation skills with the ability to respond calmly under pressure to join the Service Desk team for a 12 Month Fixed Term Contract.

Flexible Working Options:

This role is open to flexible working patterns, these may include:

• Ability to adapt calendar as needed, this could be to fit in the school run or appointments
• A 50% in-office attendance requirement can be spread across the month to accommodate diverse working patterns, such as the flexibility to purchase a weekly train ticket for certain weeks
• Working from abroad policy (subject to approval and policy within the team)

A Day in the Role:

A typical day in the role involves answering customer calls or chats promptly, fixing customer IT issues, ensuring customer IT issues are logged accurately and managing individual ticket queues to a high standard within agreed target times while meeting customer expectations. Opportunities to undertake ad-hoc tasks and project work may arise.

Role Requirements

Minimum Criteria
We're looking for someone who has the following key skills and experience:

• Demonstrated experience in a people-related role in Technology.
• Experience managing multiple tasks in a fast-paced environment.
• Excellent communication, inter-personal, team working and task management skills.
• Experience with the following:
  • Active Directory
  • RSA Admin console
  • Microsoft Exchange
  • Intune
  • BitLocker
  • Remedy
  • Microsoft Office

Essential Criteria:
We are interested in hearing from candidates who have the following capabilities:

• Excellent customer service skills and business knowledge including effective listening, patience, empathy and diplomacy.
• A commitment to service improvement with a customer focused attitude.
• A high level of quality focus, with an eye for detail and accuracy.
• An understanding and interest in the use of IT within Business functions and ability to understand and react to business priorities and reflect them in call management.
• Confidence to deal professionally with staff at all levels in the organisation.
• Excellent administration and organisation skills.
• Quick learning skills with information retention and a good technical aptitude/ability.
• Ability to act on own initiative.

Don't hesitate to apply if you don't meet all the essential criteria. We value diverse perspectives and believe that different backgrounds can contribute to our team's success.

How This Role Fits into the Wider Bank

This role is part of the Service Desk team, who are the first point of contact for IT, Network & Telephony queries from Bank employees. The team provide crucial support to the Bank by recording, investigating, diagnosing and resolving incidents within ITSM (our call logging system).

Our Approach to Inclusion

The Bank values diversity, equity and inclusion. We play a key role in maintaining monetary and financial stability, and to do that effectively, we believe we need a workforce that reflects the society we serve.

At the Bank of England, we want all colleagues to feel valued and respected, so we're working hard to build an inclusive culture which supports people from all backgrounds and communities to be at their best at work. We celebrate all forms of diversity, including (but not limited to) age, disability, ethnicity, gender, gender identity, race, religion, sexual orientation and socioeconomic status. We believe that it's by drawing on different perspectives and experiences that we'll continue to make the best decisions for the public.

We welcome applications from individuals who work flexibly. We've also partnered with external organisations to support us in making adjustments for candidates and employees in the recruitment process where they're needed.

For most roles where work can be carried out at home, we aim for colleagues to spend half of their time in the office, with a minimum of 40% per month. Subject to that minimum requirement, individuals and managers should work together to find what works best for them, their team and stakeholders.

Finally, we're proud to be a member of the Disability Confident Scheme. If you wish to apply under this scheme, you should check the box in the 'Candidate Personal Information' under the 'Disability Confident Scheme' section of the application.

Salary and Benefits Information

We encourage flexible working, part time working and job share arrangements. Part time salary and benefits will be on a pro-rated basis as appropriate.

We offer a salary as follows:

Leeds circa £25,590 - £27,810

London circa £28,400 - £30,870

In addition, we also offer a comprehensive benefits package as detailed below:

• A non-contributory, career average pension giving you a guaranteed retirement benefit of 1/95th of your annual salary for every year worked. There is the option to increase your pension (to 1/50th) or decrease (to 1/120th) in exchange for salary through our flexible benefits programme each year.
• A discretionary performance award based on a current award pool.
• A 8% benefits allowance with the option to take as salary or purchase a wide range of flexible benefits.
• 26 days' annual leave with option to buy up to 12 additional days through flexible benefits.
• Private medical insurance and income protection.

National Security Vetting Process

Employment in this role will be subject to the National Security Vetting clearance process (and typically can take between 6 to 12 weeks post offer) and the passing of additional Bank security checks in accordance with the Bank policy. Further information regarding the vetting and security clearance requirements for the role will be provided to the successful applicant, and information about how the Bank processes personal data for these purposes, is set out in the Bank's Privacy Notice.

The Bank of England welcomes applications from all candidates, but as a UK Visas and Immigration (UKVI) approved sponsor, we have a responsibility to comply with the Immigration Rules and guidance. As such, our ability to employ individuals who require sponsorship for immigration purposes is limited. The Bank cannot guarantee that you and / or the role you are applying for will be eligible for sponsorship and that any application made to UKVI will be successful. Eligibility will therefore be considered on a case by case basis.

The Application Process

Important: Please ensure that you complete the 'work history' section and answer ALL the application questions fully. All candidate applications are anonymised to ensure that our hiring managers will not be able to see your personal information, including your CV, when reviewing your application details at the screening stage. It's therefore really important that you fill out the work history and application form questions, as your answers will form a critical part of the initial selection process.

The assessment process will comprise of two interview stages. (Amend and add brief details if relevant, such as interview/assessment dates or process for your specific role)

This role closes on Tuesday 24 June 2025.

Please apply online, ensuring that you complete your work history and answer ALL the application questions fully and in detail as your application will not be considered if all mandatory questions are not fully completed.

About Us

We are the UK's central bank - and we are a bank like no other; known by our peers for our world-leading thinking on policy and strategy.

Our mission is to promote the good of the people of the UK by maintaining monetary and financial stability. We seek to keep prices stable and people's money safe. We know our work matters to people, to families, up and down the UK. We are driven by curiosity and the desire to do important, challenging work.

It takes a great team to run the Bank of England. We rely on each other to play our part. We benefit from a collaborative culture and long-established flexible ways of working, supporting our colleagues balance their work and personal lives. We strive to be a place where people feel they belong and have equal access to opportunities, because different perspectives helps us make the best decisions for the public.

There's much to gain from working with us - from career defining work at the heart of the UK economy, being part of a fantastic team, and a rewarding compensation package.

Join us and find a bank like no other. Together, we can make a difference.

The Bank of England will use and protect the information you provide when you apply for a role with us, in line with our obligations under data protection law. This is so we can assess your suitability for the role and administer your application. If you're successful we'll use it to offer you a position and onboard you to join the Bank.

If you would like more details about how your information will be used and your information rights, please visit our recruitment privacy notice

Boost your career

Find thousands of job opportunities by signing up to eFinancialCareers today.