Service Desk Analyst

TL;DR

Service Desk Analyst (IT Support): Delivering high-quality IT support focusing on incident resolution and request management with an accent on the Joiners, Movers, and Leavers (JML) process. Focus on triaging and troubleshooting hardware/software issues and collaborating with the IAM team for secure access control.

Location: Hybrid (3 days in office), Bristol, UK. Unable to provide employment sponsorship.

Salary: circa £29k

Company

The UK's number 1 investment platform for private investors, helping clients save time, tax, and money on their investments.

What you will do

• Provide first-line IT support to internal colleagues, resolving incidents and fulfilling service requests.
• Manage the Joiners, Movers, and Leavers (JML) process in coordination with HR and other departments.
• Collaborate with the IAM team to handle user account creation, access modification, and deactivation.
• Triage, troubleshoot, and resolve incidents related to hardware, software, and system access.
• Develop and maintain Knowledge Items and process documentation to ensure consistent service delivery.
• Monitor and prioritize workloads to meet established SLAs and KPIs.

Requirements

• Previous experience in a similar IT service desk or support role.
• Strong written and verbal communication skills.
• Must be based in the UK and able to work from the Bristol office 3 days a week.
• Valid right to work in the UK (no sponsorship provided).

Nice to have

• Technical experience with Active Directory, Microsoft Entra, or Endpoint Manager.
• Knowledge of VMware Horizon, Exchange Online, or One Identity.
• Proficiency with MacOS, Windows 11, and basic networking principles.
• Experience with Zscaler networks and security platforms.

Culture & Benefits

• Hybrid flexible working pattern (3 days in office).
• Pension scheme with up to 11% employer contribution.
• Private medical insurance, health care cash plans, and health screening.
• 25 days holiday plus bank holidays and a Christmas closure day.
• Discretionary annual bonus and annual pay review.
• Additional perks including an in-house barista, deli, and Wellhub fitness access.

Hiring process

• One-stage in-person interview consisting of competency and technical questions.