Senior IT Service Desk Analyst

Zoek Pin Greater London - This Area Only


Permanent (Full time)

Recently Posted

Benefits package:

30 days annual leave plus bank holidays, opportunity to buy and sell holiday

15% employer pension contribution

Flexible working, cycle to work scheme, healthcare cash plan and life assurance

Paid voluntary day, maternity, adoption, and shared parental leave

Benefits designed to suit your lifestyle - from discounts on retail and socialising, to health and wellbeing, travel, and technology...and plenty more


As a Senior Service Desk Analyst, you will lead the provision of first and second line technical support to internal staff (including those operating remotely) covering technical and troubleshooting assistance related to computer hardware and software, mobile devices and other technology tools and products. You will take a leadership role within the IT Service Desk being accountable for the pro-active continuous improvement of operational processes and practices, as well as providing operational support as a member of the IT Service Desk.

As part of this role, you will manage the internal IT Service Desk by co-ordinating the rota for service support hours as well as responding to and resolving user and system issues, produce weekly and monthly IT Service Desk reports with trend analysis, and analyse IT Service Desk data to identify and implement improvements to internal IT Service Desk operational processes, as well as looking to reduce call demand by user education or recommending system fixes.

You will take ownership of critical service and senior stakeholder issues, including user communications as appropriate, act as a local escalation and approval point co-ordinate the demand for project and testing support to the systems that IT deploys to the business, and work closely with the IT Senior Management Team and assist with recommendations for the improvement of the IT systems and infrastructure. You will assist the IT Service Performance - Senior Manager in managing the relationship with all the Company’s IT suppliers to ensure stable and reliable service is delivered for the Company, as well as support the IT Service Performance - Senior Manager during any disaster recovery to ensure a smooth transition in the event of invocation.

You will provide 1st and 2nd line support and administration including troubleshooting of IT related problems from software to hardware, such as mobile phones, laptops, PCs, printers, basic network issues and all IT Managed applications, escalate unresolved calls to the 2nd/3rd line support teams in line with agreed processes, including liaising with external partner organisations where appropriate, and maintain a high degree of customer service, including taking ownership of user problems and following up the status of problems on behalf of the user plus communicating progress in a timely manner.

You will also assist the IT Service Performance - Senior Manager and the internal Change team by providing project and testing support to the systems that IT deploys to the business, and manage the IT-related processes as part of the Employee Induction process. You will develop and publish support documentation to assist staff with requests for information & provide staff training if required, and build and maintain effective and productive working relationships with colleagues, key stakeholders, our third-party partners and suppliers, support the company’s mission and business objectives.

You will be a good leader and mentor as well as a great communicator able to translate your technical knowledge into actionable direction. You will require an aptitude for using data to optimise operational processes as well as working with applications/systems to undertake analysis, diagnosis and resolution of problems, which may range from straightforward to more complicated technical issues.


The British Business Bank is a unique and exciting institution. Its mission is to make finance markets work better so smaller businesses across the UK can prosper and grow.

Established in 2014, it is a 100% government-owned economic development bank but independently managed.

To deliver its programmes, the Bank works through more than 200 delivery partners such as high street, digital, specialist and challenger banks, venture capital and private debt funds and fintech platforms.

Currently, we employ around 440 people, split between offices in Sheffield and London.

Please note all candidates applying for this role should have the right to work in the .

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