IT Service Desk Analyst

Summary

Join AJ Bell's Technology Services Department in Manchester as a Service Desk Analyst. Reporting to the Service Delivery Team Leader, you will be the first point of escalation for IT queries, resolving incidents and service requests within SLAs. You will provide support and configuration for end-user devices, troubleshoot technical problems, and maintain smooth IT operations. This role is ideal for those with Service Desk experience seeking to enhance their technical skills or individuals starting an IT career with strong technical and analytical abilities. AJ Bell offers a hybrid working model and a comprehensive benefits package. The company is a FTSE 250 company with a strong commitment to employee well-being and professional development.

Requirements

• Strong customer focus, demonstrated through an excellent telephone manner and the way in which problems / issues are handled and resolved
• 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 inTune, Active Directory/Azure Active Directory and other Microsoft administrative tools
• Knowledge and experience of Windows 10/11 & Windows Server, macOS and iOS
• Ability to set up and configure PCs and Laptops
• Experience of Microsoft Office applications

Responsibilities

• Perform troubleshooting with end users via email, telephone and in person
• Take ownership of technical problems and see through to resolution, even when passed to third parties
• Set up and configuration of end-user devices, including Windows/macOS laptops/PC’s & mobile devices
• Image configuration & maintenance for laptops/PCs and application packaging & deployment for end-user devices
• Support & configuration of AV Equipment on the premises
• Maintain and update working documents, specifically asset registers & knowledge articles/guides
• Logging calls via telephone and gathering sufficient details for resolution by the relevant person
• Classify calls to the service desk on arrival via self-service portal
• Help to plan and execute desk moves

Preferred Qualifications

• 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
• 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