We have an opportunity for a talented Service Desk Analyst to join us on the exciting and rewarding path we are taking here at Castle Trust Bank. Having become a fully authorised bank in 2020, we pride ourselves in being a fintech challenger bank, providing specialist property mortgages, retail finance lending and savings accounts to a variety of customers. Proud winners of the ‘Best Place to Work’ award at the Hampshire Business Awards 2023!

This is an exciting opportunity for an experienced desktop support analyst to join a small but highly skilled and customer focused team based in Basingstoke, Hampshire providing support to 200 employees across multiple sites in the UK.

The company's IT service is delivered through a hybrid (multi-cloud) infrastructure, and you will have several years’ experience in a similar role providing great customer service and providing efficient support in a multi-site environment.

As a member of the service desk team, you will be in a highly visible and customer facing role engaging with colleagues at all levels. The team provide a high success rate of first-time fix so you will need to have an analytical mind and a broad knowledge. As well as supporting and maintaining the environment, you will have plenty of opportunity for delivering service improvements be an integral part of wider projects.

❏      Providing a high level of support (face to face and remote) to the company’s desktop estate covering the Windows 10/11 operating system, corporate tablets and mobile phones, and applications (COTS and bespoke).

❏      Perform general administrative duties, including user account creation, moves and changes across all relevant IT systems.

❏      Build, manage and maintain the desktop clients.

❏      Track incidents and requests to conclusion in line with SLAs and quality standards.

❏      Be able to work independently and cross-collaborate working in a fast-paced environment where technology and customer requirements change regularly.

❏      Demonstrate a technical aptitude for providing extraordinary customer service, be able to influence while problem solving and build strong relationships with your peers.

❏      Possess a passion for continuous learning, strong problem-solving skills, critical thinking, and good judgement.

❏      Work with other key areas of the business to support cross-training/up-skilling as required.

❏      Perform routine checks on various systems as required.

❏      Ability to create and maintain clear, detailed, concise documentation.

❏      Participate in the IT on-call rota providing 24x7x365 cover.

❏      Travel to our London office to provide on site support in at least once a month.

Financial Services experience is advantageous.

What we are looking for in you…

To be considered for this opportunity, you will need a detailed understanding of the Windows 10/11 operating system and Office/O365 with a strong knowledge in device build, configuration, and management – Autopilot, SCCM, InTune.

You will have good working practice in an ITIL environment (an accreditation in ITIL Foundation would be desirable).

Experience in identity management – Active Directory, Azure Active Directory (Entra) as well as mobile device (tablets / mobile) support and troubleshooting.

You will need to be comfortable with basic PowerShell scripting with knowledge of networking, TCP/IP, DNS (Domain Name Service), LAN/WAN, VPN, Routers, Switches and Firewalls

Given the nature of the role you will have some knoweldege or experience of ITSM/Helpdesk packages – Jira, ServiceNow, Fresh, Patching solutions – Automox/WSUS as well as Cloud providers – Azure and AWS (Amazon Web Services) and Virtualisation technologies - Hyper-V and VMWare

Other accreditation such as CompTIA, A+, Modern Desktop Administrator Associate, or Microsoft Certified Desktop Support Tehcnician (MCDST) would also be desirable.

What is equally important is that you are highly organised and task driven. This will be a demanding role, therefore it is important that you work well under pressure and in an agile environment. You will need to have strong communication skills both with your colleagues and senior stakeholder and be a team player . You will be pragmatic with a strong ethos on change control and service introduction but is also able to drive solutions whilst maintaining technical rigour.

What’s in it for you...

As well as a competitive salary, we offer an annual performance related bonus based on individual and company performance. In addition, a generous contributory pension scheme through Hargreaves Lansdown, life assurance, 25 days annual leave (plus bank holidays on top) with the option to buy/sell up to 5 additional days (terms apply). In addition, you will receive an extra day paid annual leave for Volunteering.

Wellbeing is also high on our agenda, and we offer healthcare benefits through Equipsme and BUPA (dependent on the level of the role). In addition, all colleagues have free access to TELUS Health EAP to support their health and wellbeing. We also offer free eye test vouchers and discounted gym membership, and if that’s not enough, we also offer season ticket travel loans (if applicable).

Caught your attention? If so, we’d love to talk to you and tell you more about what it’s like to work at Castle Trust Bank – The Place To Work!

Castle Trust Bank is an equal opportunity employer where we celebrate diversity and are committed to creating an inclusive environment for all our colleagues to thrive. We welcome applications from all and will not discriminate against any status/characteristic protected by law and will always base our decisions on merit.

We are proud to support people with disabilities and are committed to be a Disability Confident employer. If you are a person with a disability and meet the minimum criteria for the role you will be offered an interview. Should you require any reasonable adjustment to support you in your application for one of our opportunities, please contact (url removed)