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**Senior Service & Operations Analyst - 2ND LINE DESKTOP & EXEC SUPPORT** - **Location:** London, UK (Fixed Term, 12 Months, Full Time) - **Responsibilities:** - Troubleshoot complex IT issues, offering 2nd line desktop & exec support - Diagnose and resolve hardware, software, connectivity, and Microsoft Office apps issues - Manage and escalate incidents, maintaining clear documentation - Collaborate with peers and 1st line service desk teams - Provide remote and desk-side support to users across multiple locations - **Required Skills:** - Proven experience in corporate/enterprise desktop support - Strong knowledge of Microsoft Windows, Office Suite, Active Directory, Exchange, Intune, BitLocker, and RSA Admin Console - Hands-on experience with Remedy ITSM, hardware/software troubleshooting, and network connectivity resolution - Ability to manage multiple tasks, prioritise work, and perform in high-pressure situations - Excellent communication and interpersonal skills, including customer service mindset - Ability to learn new systems, tools, and technologies quickly - **Experience Level:** Senior - **Nice to Haves:** ITIL Foundation v4 certification, exposure to financial/banking environments, and knowledge of the Bank’s core functions. - **Flexible Working Options:** Adaptable calendar, 50% in-office attendance, working from abroad policy (approval required).
- Compensation
- £33,600 – £37,800 GBP
- City
- London
- Country
- United Kingdom
Currency: £ (GBP)
Full Job Description
Location: London, United Kingdom
Senior Service & Operations Analyst, 2nd Line Desktop & Exec Support - Technology Directorate
Fixed Term Contact, 12 Months
Full Time
London
Job Description
The Senior Service & Operations Analyst (2
Flexible Working Options:
This role is open to flexible working patterns, these may include:
- Ability to adapt calendar as needed, this could be to fit in the school run or appointments.
- A 50% in-office attendance requirement can be spread across the month to accommodate diverse working patterns, such as the flexibility to purchase a weekly train ticket for certain weeks.
- Working from abroad policy (subject to approval and policy within the team).
A day in the role:
Usually, you'll start your day by going over new support requests and incidents recorded by the Service Desk or the overnight Operations team, reading your overnight emails and checking if important actions are required. You'll then prioritise these incidents according to their business impact and service level agreements. You will be troubleshooting hardware and software issues to resolving connectivity problems, you will provide timely and effective support to users both remotely and in person.
You may be involved with project work and daily stand-ups for the project you work working on.
Throughout the day, you may assist with:
- Troubleshooting and fixing problems with laptops, desktops, peripherals, and mobile devices.
- Providing support for Microsoft 365 apps, operating systems, and key productivity tools.
- Responding to walkup support requests and scheduled deskside visits.
- Escalating more complex issues while maintaining ownership and clear communication.
- You may assist with the 1stLine Service Desk Team to share knowledge and upskill.
- Collaborating with a peer to resolve a complex issue.
Role Requirements:
Are you interested in taking ownership of complex technical issues, deliver highquality user support, and contribute to the stability and continuous improvement of our IT services. This role offers handson technical work, user interaction, and clear opportunities for skill development.
Minimum Criteria
Were looking for someone who has the following key skills and experience:
- Ability to prioritise tasks effectively in a fast paced environmentpaced environment
- Strong problem solving and troubleshooting capabilities.solving and troubleshooting capabilities.
- Ability to work independently as well as part of a team.
- Calm and professional approach when managing high pressure or urgent issues.pressure or urgent issues.
- Experience managing multiple tasks in a demanding environment.
- Strong customer service mindset with a focus on user satisfaction
- Excellent communication skills, with the ability to explain technical concepts to nontechnical users, inter-personal, team working and task management skills.
- Ability to learn quickly and adapt to new systems, tools, and technologies.
Essential Criteria
We are interested in hearing from candidates who have the following capabilities:
- Proven experience providing desktop / end user support in a corporate or enterprise environment.user support in a corporate or enterprise environment.
- Strong working knowledge of Microsoft Windows operating systems (Windows 11).
- Handson experience supporting Microsoft Office applications, including Outlook, Word, Excel, PowerPoint Sharepoint, and Teams.
- Working knowledge of Active Directory, including 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.Fi, and clientside LAN problems.
- Experience providing both remote and deskside support to users across multiple locations.
Desirable Criteria
- Developing understanding of the Banks core functions, including awareness of how different business areas operate and the importance of supporting 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 role of the Senior Service & Operations Analyst (2
Working within a team of nine peers, the successful candidate will be required to deliver high quality professional support services to customers across the Bank. The candidate must ensure that support calls are managed and resolved to the highest professional standard and within agreed SLAs while meeting customer expectations.
The primary role of the Senior Service & Operations Analyst (2
The role is a customer-facing role and staff are responsible for providing a high level of support across all business areas within the Bank of England Group for IT Desktop services, including all sites: Threadneedle Street, Moorgate, Debden, Leeds, and the Agencies.
Having a good understanding of business areas critical periods, processes and applications is essential.
The Senior Service & Operations Analyst (2
A high level of technical knowledge is needed to be maintained with a strong understanding of Desktop devices including Windows operating systems, VPN and remote solutions, iPad, iPhone, networking & infrastructure, Telecoms, Security, Active Directory and virtual machines.
- Currently a non-contributory, career average pension giving you a guaranteed retirement benefit of 1/80th of your annual salary for every year worked. There is the option to increase your pension (to 1/65th) or decrease (to 1/105th) in exchange for salary through our flexible benefits programme each year. The Bank has the discretion to vary standard accrual rates and dial up and dial down rates at any time and to withdraw dial up and dial down options at any time.
- A discretionary performance award based on a current award pool.
- An 8% benefits allowance with the option to take as salary or purchase a wide range of flexible benefits.
- 26 days annual leave with option to buy up to 12 additional days through flexible benefits.
- Private medical insurance and income protection.
The Bank of England welcomes applications from all candidates, but as a UK Visas and Immigration (UKVI) approved sponsor, we have a responsibility to comply with the Immigration Rules and guidance. As such, our ability to employ individuals who require sponsorship for immigration purposes is limited. The Bank cannot guarantee that you and / or the role you are applying for will be eligible for sponsorship and that any application made to UKVI will be successful. Eligibility will therefore be considered on a case by case basis.
