The Senior Service & Operations Analyst (2nd Line Desktop Support) plays a critical role in keeping the business running smoothly by resolving complex technical issues and supporting end users beyond first line troubleshooting. This is an exciting, hands‑on role combining deep technical problem‑solving with direct user engagement across a dynamic IT environment.
Flexible Working Options
Flexible working patterns are available, including the ability to adapt your calendar as needed to accommodate school runs or appointments. A 50% in‑office attendance requirement can be spread across the month, and working from abroad is possible subject to approval and the team’s policy.
A day in the role
You’ll begin by reviewing new support requests and incidents recorded by the Service Desk or the overnight Operations team. After prioritising incidents according to business impact and SLAs, you will troubleshoot hardware and software issues, resolve connectivity problems, and provide timely support to users both remotely and in person. You may also be involved with project work and daily stand‑ups.
Responsibilities
- Troubleshoot and fix problems with laptops, desktops, peripherals, and mobile devices.
- Provide support for Microsoft 365 apps, operating systems, and key productivity tools.
- Respond to walk‑up support requests and scheduled desk‑side visits.
- Escalate more complex issues while maintaining ownership and clear communication.
- Assist the 1st line Service Desk Team to share knowledge and upskill.
- Collaborate with peers to resolve complex issues.
Role Requirements
We are interested in candidates who can own complex technical issues, deliver high‑quality user support, and contribute to the stability and continuous improvement of our IT services. The role offers hands‑on technical work, user interaction, and clear opportunities for skill development.
Essential Criteria
- Proven experience providing desktop/end‑user support in a corporate or enterprise environment.
- Strong working knowledge of Microsoft Windows operating systems (Windows11).
- Hands‑on experience supporting Microsoft Office applications, including Outlook, Word, Excel, PowerPoint, SharePoint, and Teams.
- Working knowledge of Active Directory, user account management, group memberships, and basic troubleshooting.
- Experience administering and supporting Microsoft Exchange, including mailbox management and email troubleshooting.
- Familiarity with Microsoft Intune for device management, policy enforcement, and endpoint compliance.
- Experience managing and troubleshooting BitLocker encryption and recovery processes.
- Working knowledge of RSA Admin Console for authentication, access management, and token support.
- Experience using Remedy (or similar ITSM tools) for incident logging, tracking, and resolution in line with SLAs.
- Ability to maintain clear and accurate documentation, including ticket notes and knowledge base updates.
- Strong hardware troubleshooting skills across laptops, desktops, peripherals, and mobile devices.
- Strong software troubleshooting skills across App‑V, Citrix, SCCM, Intune.
- Ability to diagnose and resolve network connectivity issues, including VPN, Wi‑Fi, and client‑side LAN problems.
- Experience providing both remote and desk‑side support to users across multiple locations.
Desirable Criteria
- Developing understanding of the Bank’s core functions and critical business periods.
- ITIL Foundation V4 certification.
- Some exposure to working in a financial banking services or regulated environment, with an interest in security, compliance, and risk awareness.
How this role fits into the wider Bank
The Senior Service & Operations Analyst (2nd Line Desktop Support) provides high‑quality, professional second‑line Desktop support for Enterprise IT Services across all Bank sites. Working within a team of nine peers, the successful candidate delivers support services to customers bank‑wide, ensuring incidents are managed, resolved to the highest professional standard, and within agreed SLAs while meeting customer expectations. The role involves applying workarounds and resolutions to IT incidents to restore acceptable IT services to the business and contributing to problem management to prevent recurrence.
Our Approach to Inclusion
The Bank values diversity, equity and inclusion. We aim to build an inclusive culture supporting people from all backgrounds and communities so they can be at their best at work.
Salary and Benefits Information
London salary £33,600 – £37,800. Benefits include a non‑contributory career‑average pension (guaranteed retirement benefit of 1/80th of annual salary per year worked, with increase or decrease option via flexible benefits programme), discretionary performance award, 8% benefits allowance, 26 days annual leave (with option to buy up to 12 additional days), private medical insurance, and income protection. Flexible, part‑time, and job‑share arrangements are encouraged.
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