Service Desk Analyst

bionic services ltd; United States; Remote; USD 37,000 - 50,000; Full time

Benefits offered by this job

Private health care cover

Employee assistance programme

25 days annual leave

Hybrid work approach

Pension scheme

Job summary

Bionic Group is seeking a Service Desk Analyst to support ~70 in-office users in Corby and 500+ remote users across the business. This on-site role will occasionally travel to other offices, with expenses covered, as needed.

You will handle first line incidents, IT security initiatives, and asset management in a fast-paced Tech Ops environment. The ideal candidate has strong problem-solving, customer service, and familiarity with Windows 11, Microsoft 365, and Azure AD.

Qualifications

• First line support experience in a corporate environment.
• Experience with ITIL/incident management processes.

Responsibilities

• Provide first line support and proactive maintenance.
• Log incidents and requests accurately and resolve to SLA.
• Escalate issues when needed and perform root cause analysis.
• Administer user accounts and permissions.
• Support end-user devices, printers and peripherals.
• Collaborate with Technology teams on projects and service improvements.
• Assist with onboarding/offboarding and asset tracking.

Skills

First line support

SLA adherence

Problem solving

Communication

Team collaboration

Microsoft 365

Education

N/A

Tools

Windows 11

Microsoft 365

Azure AD

Intune

Salesforce

Job description

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. You need to have an aptitude for technology, be a great problem solver and have a passion to learn and grow. A positive, proactive attitude and a genuine desire to learn are key to succeeding in this role. Day to day responsibilities: As the Service Desk Analyst your key responsibilities will be:

• 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
• 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 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.

• 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