Senior Service Desk Analyst

Department: Service Delivery and Infrastructure Job Description Purpose of the Role Reporting to the Service Delivery Team Leader, you will play a key role in delivering high-quality IT support across the business. Responsible for managing and resolving complex incidents and service requests within agreed service levels, you will act as a senior escalation point for the Service Desk, providing expert technical support for end-user devices, applications, and infrastructure services. You will take ownership of challenging technical issues, support the development of colleagues through knowledge sharing and mentoring, and contribute to continuous service improvement initiatives. This is a highly technical and fast-paced Service Desk environment, offering exposure to a broad range of technologies and business-critical systems. The role is ideally suited to an experienced Service Desk professional who is looking to further develop their technical expertise while taking on greater responsibility and leadership within the team. What does the job involve? Act as the primary escalation point for analysts, providing technical expertise, guidance and support Deputise for the Team Leader when required, ensuring continuity of service and effective team coordination Work with Team Leader to plan team resource and identify gaps in support & training Manage and enforce asset lifecycle processes, ensuring the accurate tracking, auditing and governance of IT assets in accordance with company standards Actively participate in onboarding new services into Service Desk Provide professional technical support to end users through multiple channels, including email, telephone and face-to-face interactions, delivering a high standard of customer service Take ownership of technical incidents and service requests from inception through to resolution, coordinating with third-party suppliers and internal teams where necessary. Configure, deploy and support end-user devices, including Windows, macOS and mobile devices, ensuring compliance with security and operational standards Image configuration & maintenance for laptops/PCs and application packaging & deployment for end-user devices Design, configure and support device management policies, application deployments and automated remediations, demonstrating a competent level of PowerShell scripting and endpoint management expertise Support & configuration of AV Equipment on the premises Maintain and update working documents, specifically asset registers & knowledge articles/guides Logging calls via telephone and gathering sufficient details for resolution by the relevant person Ensure that all duties are carried out with the aim of protecting customers and improving customer experience. Supporting and enabling the business to achieve its regulatory requirements, including consumer duty. Competence, knowledge and 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 InTune, M365 Admin Suite, Active Directory/Azure Active Directory and other Microsoft administrative tools Experience in application packaging, testing and deployment Knowledge of Windows Autopilot Knowledge and experience of Windows 11 & Windows Server, macOS and iOS Ability to set up and configure PCs and Laptops 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 AJ Bell At AJ Bell, we believe investing should feel good. Whether you're looking for an ISA, pension or dealing account, whether you want to invest with the help of a financial adviser or do it yourself, we have easy-to-use solutions to suit people from all walks of life. We're one of the UK's fastest-growing investment platform businesses, trusted by everyone from professional financial advisers to first-time investors. Today, over 762,000customers trust us to manage more than £121.5billion of assets. By continually striving to make investing simpler and more accessible, we're helping more people take control of their financial futures. We're proud to be recognised as one of the UK's Best 100 Companies to Work For for six consecutive years, and a Great Place to Work in 2025 and 2026, a reflection of our supportive and collaborative culture. What we offer 25days holiday, increasing with service + buy/sell scheme + bank holidays 6% Pension with matched contributions Discretionary bonus scheme Share schemes (including free shares and BAYE) Health Cash Plan and discounted private healthcare Free gym Enhanced family leave (subject to qualifying criteria) Travel and bike loan schemes Employee Assistance Programme Life at AJ Bell Regular social events including summer and Christmas parties Learning and development opportunities tailored to you Casual dress code Friendly, supportive team environment Our ways of working At AJ Bell, our people are the heart of our culture. We believe in building strong connections by working together. That's why we offer a hybrid working model, where you'll spend a minimum of 50% of working time per month in the office. For new team members, an initial period will be spent full-time in the office to help you immerse yourself in our business and build valuable relationships with your colleagues. Inclusion & diversity We're committed to creating an inclusive environment where everyone feels respected, supported and able to be themselves at work. We welcome applications from all backgrounds and make hiring decisions based on skills, experience and potential. #J-18808-Ljbffr AJ Bell