1st Line IT Service Desk Analyst

Summary

Join AJ Bell as a Service Desk Analyst, reporting to the Service Desk Manager. You will be responsible for resolving incidents and service requests within SLAs and acting as the first point of escalation for IT queries. This role requires strong technical and analytical skills, experience with various technologies (MS Active Directory, Azure AD, etc.), and excellent customer service. The successful candidate will gain broad technical experience and knowledge. This position is suitable for those with service desk experience seeking to expand their technical expertise or those starting in IT with strong technical skills. AJ Bell offers a hybrid working model and a comprehensive benefits package.

Requirements

• Strong customer focus, demonstrated through an excellent telephone manner and the way in which problems / issues are handled and resolved
• Have a proactive mindset and be willing to go above and beyond to help staff with IT issues
• Excellent problem solving and analytical skills, evidenced via previous work experience or technical / scientific qualifications
• Ability to work and communicate with people at all levels
• Administration of systems including troubleshooting of MS Active Directory, Azure AD, MS Exchange, PureCloud phone system, VMWare vSphere and Horizon View Client
• Knowledge and experience of Windows 10/11 & Windows Server
• Ability to set up and configure PCs and Laptops
• Experience of Office 365 applications and administration
• An active knowledge of information technology, and a passion for keeping up to date with the latest technologies. Desire to learn new skills and progress professionally

Responsibilities

• Log calls via telephone and gather sufficient details for resolution by the relevant person
• Classify calls to the Service Desk on arrival via ticket system
• Perform troubleshooting steps with staff via email, telephone and in person
• Take ownership of technical problems and see through to resolution, even when passed to third parties
• Help to plan and execute desk moves
• Install software on new PCs and Laptops
• Setup mobile devices to users, e.g. iPhone, iPads
• Maintain and update knowledge guides

Preferred Qualifications

• Positive approach to new problems
• Flexible and adaptable
• Ability to work under own initiative as well as part of a team

Benefits

• Starting holiday entitlement of 25, increasing up to 31 days with length of service and a holiday buy and sell scheme
• A choice of pension schemes with matched contributions up to 6%
• Discretionary bonus scheme
• Annual free share awards scheme
• Buy As You Earn (BAYE) Scheme
• Health Cash Plan – provided by SimplyHealth
• Discounted private healthcare scheme and dental plan
• Free onsite gym
• Employee Assistance Programme
• Bike loan scheme
• Sick pay+ pledge
• Enhanced maternity, paternity, and shared parental leave
• Loans for travel season tickets
• Death in service scheme
• Paid time off for volunteer work
• Charitable giving opportunities through salary sacrifice
• Calendar of social events, including monthly payday drinks, annual Christmas party, summer party and much more
• Personal development programmes built around you and your career goals, including access to personal skills workshops
• Ongoing technical training
• Professional qualification support
• Talent development programmes
• Peer recognition scheme, with rewards including restaurant and shopping vouchers or time off
• Monthly leadership breakfasts and lunches
• Casual dress code
• Access to a range of benefits from our sponsorship deals
• Hybrid working: At AJ Bell, our people are the heart of our culture. We believe in building strong connections by working together. That's why we offer a hybrid working model, where you’ll spend a minimum of 50% of your working time per month in the office. For new team members, an initial period will be full-time in the office to help you immerse yourself in our business and build valuable relationships with your colleagues