IT Service Desk Analyst
Summary: The IT Service Desk Analyst role at a retail bank in London involves providing first-line technical support to staff and devices, resolving service desk tickets, and managing hardware. The position requires ownership of issues from start to finish and a focus on process improvements. The analyst will also be responsible for onboarding new joiners and maintaining audit logs. This role offers opportunities for career progression within a supportive team culture in the financial services sector.
Key Responsibilities:
- Resolve high-volume service desk tickets (phone, email, walk-up) within SLA targets
- Build, configure, and deploy desktops, laptops, and mobile devices
- Onboard new joiners; manage access changes and secure offboarding
- Perform daily system checks and escalate failures promptly
- Maintain audit logs and provide controls evidence
- Create and update knowledge base articles and SOPs
- Track hardware in asset management system
- Raise security awareness and identify risks
Key Skills:
- ITIL v4 Foundation certification
- CompTIA A+ certification
- Microsoft M365 and Active Directory, Azure experience
- Strong customer service and stakeholder management
- Clear communication (technical and non-technical)
- Problem-solving mindset with attention to detail
- Microsoft product set familiarity
- Printing and desktop deployment experience
- IT audit processes and controls knowledge
Salary (Rate): undetermined
City: London
Country: United Kingdom
Working Arrangements: on-site
IR35 Status: undetermined
Seniority Level: undetermined
Industry: IT
IT SERVICE DESK ANALYST Retail Bank | London - 5 days in Office
Provide first-line technical support to staff and devices. Resolve tickets at first contact, build desktops and laptops, onboard new joiners, and manage hardware across the bank. Own issues end-to-end and help drive process improvements.
WHAT YOU'LL DO
- Resolve high-volume service desk tickets (phone, email, walk-up) within SLA targets
- Build, configure, and deploy desktops, laptops, and mobile devices
- Onboard new joiners; manage access changes and secure offboarding
- Perform daily system checks and escalate failures promptly
- Maintain audit logs and provide controls evidence
- Create and update knowledge base articles and SOPs
- Track hardware in asset management system
- Raise security awareness and identify risks
WHO YOU ARE
Essential:
- ITIL v4 Foundation certification
- CompTIA A+ certification
- Microsoft M365 and Active Directory, Azure experience
- Strong customer service and stakeholder management
- Clear communication (technical and non-technical)
- Problem-solving mindset with attention to detail
Desirable:
- Microsoft product set familiarity
- Printing and desktop deployment experience
- IT audit processes and controls knowledge
KEY ATTRIBUTES
- Takes initiative.
- Stays curious.
- Owns outcomes.
- Communicates clearly.
- Collaborates well.
- Manages time effectively.
- Adapts to change.
- Maintains composure under pressure.
WHY JOIN
- Clear career progression path.
- Work in regulated financial services.
- Supportive team culture.
- Opportunity to develop 2nd/3rd line, networking, cloud, or security skills.
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