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IT Service Desk Analyst
British Business Bank. Act as the first point of contact for colleagues requiring technical support across systems, applications, and devices .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in providing first-line IT support, troubleshooting hardware and software issues, and managing service requests effectively. Possesses strong communication skills and a customer-focused approach to deliver high-quality support experiences.
Highest-signal resume keywords
First-Line IT SupportTroubleshooting Hardware IssuesMicrosoft 365 ApplicationsIT Service Management ToolsIncident Management
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Troubleshooting Software IssuesTicket ManagementService Delivery PracticesSupport for LaptopsSupport for Mobile DevicesSupport for PeripheralsWindows Devices ExperienceService Request ManagementIncident ResolutionTechnical Support
Soft Skills
Excellent Communication SkillsAttention to DetailCustomer-Focused Approach
Industry Keywords
Service Desk EnvironmentContinuous ImprovementTechnical Knowledge DevelopmentRota-Based ShiftsOffice Attendance
Tech Stack
Tools & technologiesITSM
About the role
Key responsibilities & impact- Act as the first point of contact for colleagues requiring technical support across systems, applications, and devices
- Diagnose and resolve IT issues
- Manage service requests
- Manage incidents from initial contact through resolution or escalation
- Follow established processes and service levels
- Keep users informed throughout incident resolution
- Deliver a responsive, consistent, and high-quality support experience
- Support implementation of new technologies, software, and IT services at the Bank's other office location
- Contribute to continuous improvement of IT services
- Develop technical knowledge through hands-on support in a busy IT environment
Requirements
What you’ll need- Demonstrable experience providing first-line IT support within a service desk or similar environment
- Confidence troubleshooting common hardware, software, and access issues
- Experience with Microsoft 365 applications
- Experience with Windows devices
- Experience with IT service management tools
- Understanding of ticket management, prioritisation, and service delivery practices
- Experience supporting laptops, mobile devices, and peripherals
- Excellent communication skills
- Attention to detail
- Customer-focused approach
- Ability to work rota-based shifts between 8:00am and 5:30pm, Monday to Friday
- Willingness to attend the office 4–5 days per week
- Willingness to travel to the Bank's other office location from time to time
Benefits
Comp & perks- 30 days annual leave plus bank holidays (pro rata for part time), with opportunity to buy and sell holiday
- 15% employer pension contribution
- Discretionary bonus scheme
- Flexible working
- Cycle to work scheme
- Healthcare cash plan
- Life assurance
- Paid voluntary days
- Maternity, adoption, and shared parental leave
- Discounts on retail and socialising, health and wellbeing, travel, and technology
- Group Income Protection