Service Desk Analyst

Be the face of IT support in a growing modern digitally transforming bank.

At Castle Trust Bank we pride ourselves in being a fintech challenger bank providing specialist property mortgages retail financelendingand savings accounts to a variety of customers.

Weremodernising how we workstrengthening our technology foundations enhancing colleague experience and building a highperforming digital environment across all our sites. As part of this journeywerelooking for aService Desk Analystwho takes pride in delivering exceptional customer service andhigh-qualitytechnical support in a fastmovingpeoplefocusedorganisation.

Youlljoin a small but highly skilled Service Desk team based inBasingstoke supporting around200colleaguesacross multiple UK locations. This is a highly visiblehands-onrole whereyoullbe the first point of contact for technical issues troubleshooting device management and operational supportmaking you a key player in ensuring our colleagues canwork effectivelyevery day.

Whatyoulldeliver

As part of our Technology team you will:

• Provide friendlyhigh-qualityfacetoface and remote support across Windows 11 corporate tablets mobile devices and both COTS and bespoke applications.

• Build configure andmaintaindesktop clients ensuring a secure and efficient experience for all users.

• Manageuser account creation moves and changes across our IT systems.

• Own and resolve incidents and service requestsmaintainingSLA performance and delivering a highfirst-time fixrate.

• Support a hybridmulti-cloudenvironment and contribute to ongoing service improvements.

• Produce clear andaccuratedocumentation knowledgearticlesand process notes.

• Carry out routine system checks and contribute to project work across the Bank.

• Provide monthly onsite support in our London office andparticipatein the outofhourson-callrota.

Youllhave plenty of opportunities to broaden your skills influence how services are delivered and help shape continuous improvements across the Technology function.

This is a hybrid role based in Basingstoke with flexibility to work 2 days from home per week.

Whatyoullbring

Werelooking for someone who is technical proactive and thrives in addition:

Essential experience & skills

• Strong working knowledge ofWindows 11andM365.

• Proven experience withdevice buildsconfigurationand management(AutopilotInTune).

• Experience supporting tablets mobiles and corporate device estates.

• Understanding ofActive DirectoryandAzure Active Directory (Entra).

• Basic PowerShell scripting skills.

• Understanding ofnetworking fundamentals(TCP/IP DNS LAN/WAN VPN).

• Experience with core services such asFile & Print NTFS permissions and GPOs.

Desirable

• Experience with patching solutions (WSUS) ITSM tools (FreshService) 8x8 phone systems.

• Exposure to Azure AWS GCP orHyper-V.

• Experience in a Financial Services environment.

• Relevant certifications (CompTIA ITIL Foundation MTA).

Behaviours

• Highly organised andtaskdriven.

• Customerfocusedwithstrong communicationskills.

• Calm under pressure adaptable and pragmatic.

• A team player with a passion forproblemsolvingand continuous learning.

Why join Castle Trust Bank

• Competitive salary

• Performance bonus(based on individual and company performance)

• Generous contributory pensionthrough Hargreaves Lansdown

• Life Assurance

• 25 days holiday optionto buy/sell 5 days

• Additionalpaid volunteering day

• Private healthcare throughEquipsme(includes cash back for Dental and Optical treatment)

• Free access toBHSF RiseEAP to supportcolleaguehealth and wellbeing

• Gym discounts

• Season tickettravelloans (if applicable)

• Hybrid working (3 days in Basingstoke)

• A supportive inclusive culture where your work has real impact

Caught your attentionIf sowedlove to talk to you and tell you more about whatitslike to work at Castle Trust Bank The PlaceToWork!

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 theminimumcriteria 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

Experience:

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