We are seeking a customer-focused Service Desk Analyst to provide first-level technical support to end users within a fast-paced, service-driven environment. As part of the Service Desk team, you will play a key role in ensuring business continuity, resolving technical issues efficiently, and supporting users during peak periods of activity.
Key Responsibilities
- Provide first-level technical support to end users, handling enquiries professionally and efficiently
- Respond to and manage customer service requests, ensuring high levels of satisfaction
- Troubleshoot issues relating to operating systems, networking, and collaboration platforms
- Assist with business continuity planning and related support activities
- Collaborate effectively with team members and stakeholders using Microsoft Office 365 and other collaboration tools
- Contribute to operational support during peak demand periods, managing increased enquiry volumes
- Adhere to service desk processes, documenting incidents and requests accurately
- Proven experience in a customer-facing IT or technical support role
- Strong verbal and written communication skills, with confidence engaging with users and colleagues
- Solid knowledge of Microsoft Office 365, basic networking, and IT troubleshooting
- Familiarity with ITIL processes and service desk terminology
- The ability to work effectively in a fast-paced, changing environment
- Demonstrated experience supporting users during high-demand or influx periods
- Previous experience within banking or financial services
- Experience supporting collaboration tools and networking platforms
- Exposure to business continuity, service desk, or operational support environments
- A proactive, customer-centric approach to problem-solving
Peoplebank and Leaders IT are committed to creating a diverse and inclusive workplace where everyone belongs. We welcome applications from people of all backgrounds, identities, and experiences. If you need adjustments to the recruitment process due to your circumstances, please let us know—we’re here to support you.
