Service Desk Analyst

This is an exciting opportunity for an experienced desktop support engineer to join a small but highly skilled and customer focused team based in Basingstoke, Hampshire providing support to 200 employees across multiple sites in the UK.The company's IT service is delivered through a hybrid (multi-cloud) infrastructure, and you will have several years’ experience in a similar role providing great customer service and providing efficient support in a multi-site environment.As a member of the service desk team, you will be in a highly visible and customer facing role engaging with colleagues at all levels. The team provide a high success rate of first-time fix so you will need to have an analytical mind and a broad knowledge. As well as supporting and maintaining the environment, you will have plenty of opportunity for delivering service improvements be an integral part of wider projects.❏
Providing a high level of support (face to face and remote) to the company’s desktop estate covering the Windows 10/11 operating system, corporate tablets and mobile phones, and applications (COTS and bespoke).❏
Perform general administrative duties, including user account creation, moves and changes across all relevant IT systems.❏
Build, manage and maintain the desktop clients.❏
Track incidents and requests to conclusion in line with SLAs and quality standards.❏
Be able to work independently and cross-collaborate working in a fast-paced environment where technology and customer requirements change regularly.❏
Demonstrate a technical aptitude for providing extraordinary customer service, be able to influence while problem solving and build strong relationships with your peers.❏
Possess a passion for continuous learning, strong problem-solving skills, critical thinking, and good judgement.❏
Work with other key areas of the business to support cross-training/up-skilling as required.❏
Perform routine checks on various systems as required.❏
Ability to create and maintain clear, detailed, concise documentation.❏
Participate in the IT on-call rota providing 24x7x365 cover.❏
Travel to our London office to provide on site support in at least once a month.Financial Services experience is advantageous.What we are looking for in you…To be considered for this opportunity, you will need a detailed understanding of the Windows 10/11 operating system and Office/O365 with a strong knowledge in device build, configuration, and management – Autopilot, SCCM, InTune.Experience in identity management – Active Directory, Azure Active Directory (Entra) as well as mobile device (tablets / mobile) support and troubleshooting. You will need to be comfortable with basic PowerShell scripting with knowledge of networking, TCP/IP, DNS (Domain Name Service), LAN/WAN, VPN, Routers, Switches and FirewallsGiven the nature of the role you will have some knoweldege or experience of ITSM/Helpdesk packages – Jira, ServiceNow, Fresh, Patching solutions – Automox/WSUS as well as Cloud providers – Azure and AWS (Amazon Web Services) and Virtualisation technologies - Hyper-V and VMWareWhat is equally important is that you are highly organised and task driven. This will be a demanding role, therefore it is important that you work well under pressure and in an agile environment. You will need to have strong communication skills both with your colleagues and senior stakeholder and be a team player . You will be pragmatic with a strong ethos on change control and service introduction but is also able to drive solutions whilst maintaining technical rigour.What’s in it for you…As well as a competitive salary, we offer an annual performance related bonus based on individual and company performance. In addition, a contributory pension scheme, life assurance, 25 days annual leave (plus bank holidays on top). Wellbeing is high on our agenda, and we offer Vitality at Work membership, eye test vouchers and discounted gym membership. If that’s not enough, we offer season ticket travel loans and various discounts through Perkbox.Caught your attention? If so, we’d love to talk to you and tell you more about what it’s like to work at Castle Trust Bank – The Place To Work!
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