1st Line IT Service Desk Analyst

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 contact and support for IT queries. This is a very technical Service Desk and the successful candidate will need and 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. Due to the nature of the role for the first three months the role will be office based each day and then after this you will be able to work from home one day per week in-line with the rest of the team.

Key responsibilities:

• Logging calls via telephone and gathering sufficient details for resolution by the relevant person.
• Classify calls to the service desk on arrival via email.
• Perform troubleshooting with end users via email, telephone and in person.
• Take ownership of technical problems and see through to resolution, even when passed to third parties.
• Install software on new PC’s and Laptops.
• Setup mobile devices to users, e.g. Android, iPhone, iPads.
• Maintain and update working documents such as mobile phone lists, and asset registers.

Desired experience/skills:

• Strong customer focus, demonstrated through an excellent telephone manner and the way in which problems / issues are handled and resolved.
• 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, MS Exchange, Cisco Call Manager, VMWare vSphere and Horizon View Client
• Knowledge and experience of Windows 10, Windows Server
• Ability to set up and configure PCs and Laptops.
• Experience of Microsoft Office applications.
• 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 484,000 customers using our award-winning platform propositions to manage assets totalling more than £76.2 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 1300 employees and have been named one of the UK's 'Best 100 Companies to Work For’ for six consecutive years.

There are opportunities for growth and professional development for employees wanting to progress within their career including induction training and our study support scheme which is part of our benefits package.

There is an active programme of social events throughout the year, which are open to all employees.

What we offer:

• Generous holiday allowance of 25 days, increasing up to 30 days with service, plus bank holidays
• Holiday buy/sell scheme
• Hybrid working policy
• Casual dress code
• Discretionary bi-annual bonus
• Contributory pension scheme
• Buy as you earn share scheme
• Free shares scheme
• Paid study support for qualifications
• Enhanced maternity/paternity scheme from day one
• Bike loan
• Season ticket loan portal
• Discounted PMI and Dental
• On-site gym and personal trainer led classes
• Paid volunteering opportunities
• Free social events and more

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.