1st Line IT Service Desk Analyst - eFinancialCareers : Job Details

Purpose of the Role Reporting into the Service Desk Manager, you will be responsible for ensuring that incidents and service requests are resolved within SLA and act as the first point of escalation and support for IT queries. This is a very technical Service Desk, and the successful candidate will gain experience and knowledge of a very wide range of technologies. As such, this role could be suitable for those with experience on a Service Desk who are looking to increase their technical experience, or those looking to start in IT that have strong evidence of technical and analytical skills gained through education. What does the job involve?

• Logging calls via telephone and gathering 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 PC's and Laptops.
• Setup mobile devices to users, e.g. iPhone, iPads.
• Maintain and update knowledge guides.

Competence, Knowledge and Skills

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

About us:AJ Bell is one of the fastest-growing investment platform businesses in the UK offering an award-winning range of solutions that caters for everyone, from professional financial advisers, to DIY investors with little to no experience. We have over 542,000 customers using our award-winning platform propositions to manage assets totalling more than £86.5 billion. Our customers trust us with their investments, and by continuously striving to make investing easier, we aim to help even more people take control of their financial futures. Having listed on the Main Market of the London Stock Exchange in December 2018, AJ Bell is now a FTSE 250 company. Headquartered in Manchester with offices in central London and Bristol, we now have over 1,450 employees and have been named one of the UK's 'Best 100 Companies to Work For' for six consecutive years and in 2024 named a Great Place to Work®. At AJ Bell you can expect a friendly working environment with a strong sense of teamwork, we have a great sense of pride in what we do, and this is reflected in our guiding principles. What we offer:

• 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. AJ Bell is committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and all employees are empowered to bring their whole self to work. We do not discriminate on the basis of race, sex, gender identity, sexual orientation, age, pregnancy, religion, physical and mental disability, marital status and any other characteristics protected by the Equality Act 2010. All decisions to hire are based on qualifications, merit and business need. If you like the sound of the above, or just want to know more about the company and the role, we'd love to speak to you.