Job Description

Title: IT Service Desk Analyst

Location: Leeds, 5 days on site per week

Salary: From £25,000

Who We Are:

interactive investor is an award-winning investment platform that puts its customers in control of their financial future.

We’ve been helping investors for nearly 30 years. We’ve seen market highs and lows and been resilient throughout. We’re now the UK’s number one flat-fee investment platform, with assets under administration approaching £75 billion and over 450,000 customers.

For a simple, flat monthly fee we provide a secure home for your pensions, ISAs and investments. We offer a wide choice of over 20,000 UK and international investment options, including shares, funds, trusts and ETFs.

We also bring impartial, expert content from our award-winning financial journalists, highly engaged community of investors, and daily newsletters and insights.

Purpose of the Role:

This is an exciting opportunity for someone to complement our existing IT Service Desk team - dedicated to providing an excellent IT service to our internal customers at all times. In this role you will join the interactive investor (ii) Service Desk which currently manages approx 2000 user incidents per month along with supporting major incidents, changes, and requests.

As an IT Service Desk Analyst, you will manage the speedy answer, response and resolution of all inbound incidents and requests via E-mail, phone, in person and via the Internal IT Service Delivery toolset. The right person will have previous experience working within a busy Service Desk environment (minimum of years’ experience) and have proven demonstrable ability to work to strict processes, tight deadlines and adhere to company set regulations and procedures. Managing your customers’ expectations, ensuring that they’re kept updated on the status of their outstanding IT calls in line with expectations and agreed SLAs and building relationships with our customers and your colleagues, and working within a team to provide a great service to all.

Reporting directly to the IT Service Desk Team Leader, the successful candidate will show enthusiasm, excellent customer service skill, excellent technical and diagnostics skills and a “hit the ground running” work ethic.

Key Responsibilities:

• Taking personal responsibility for delivering on your objectives in line with our values.
• Making sure that incidents and service requests are logged, progressed, and resolved according to our agreed standards and procedures.
• Flexibility to travel in covering requirements across all ii/Aberdeen office locations.
• Making sure that all steps you’ve taken when working on an incident or service request are clearly documented in the ITSM tool.
• Adhering to standard operating procedures to complete service requests.
• Escalating calls to appropriate teams.
• Managing your customers’ expectations, ensuring that they’re kept updated on the status of their outstanding IT calls in line with expectations.
• Covering early and late shift in the office (7am to 5.30pm) on a rota basis. Earlies: 07:00 -15:30, Lates: 09:00 - 17:30.

Requirements

• Preferable minimum 3-years previous experience working in a busy IT Service Desk environment, ideally on a technical service desk supporting a large number of users.
• Ability to respond to a high volume of queries from across the organization, while remaining resilient and enthusiastic.
• Being able to accurately log, progress and resolve service calls using an ITSM tool.
• Owning the outcome for delivering customer service using a variety of communication methods.
• Having strong verbal and written communication skills – you’ll be dealing with colleagues at all levels across the organization both in person and remotely.
• Having technical understanding of IT within an enterprise.
• Good troubleshooting skills and experience of Microsoft products including Office suite and M365.
• Additionally, you will have knowledge and/or working experience of ITIL based service management and operational support, disciplines.
• Certifications such as MSCP and ITIL would be advantageous.
• Experience supporting Windows 11 within an enterprise environment.
• Experience managing user, groups and mailboxes in MS Exchange and Office 365.
• Working knowledge of laptop and printer hardware dependencies and relationships of networks, phones, mobiles, PC operating systems, and office meeting room technologies including Audio Visual.
• Recognised IT qualifications would be beneficial.
• Any experience of supporting macOS would be advantageous.

*To be eligible for this role you must be able to cover early and late shift in the office (7am to 5.30pm) on a rota basis. Earlies: 07:00 -15:30, Lates: 09:00 - 17:30*

Benefits

• Group Personal Pension Plan – 8% employer contribution and 4% employee contribution
• Life Assurance and Group Income Protection
• Private Medical Insurance – Provided by Bupa
• 25 Days Annual Leave, plus bank holidays
• Staff Discounts on our investment products
• Personal & Well-being Fund – Supporting your physical and mental wellness
• Retail Discounts – Savings at a wide range of high street and online retailers
• Voluntary Flexible Benefits – Tailor your benefits to suit your lifestyle

Please Note: We will do our utmost efforts to respond to all applicants. However, due to the high volume of applications we're currently receiving, if you haven't been contacted within 30 days of application, please consider unsuccessful.

interactive investor operates in accordance with the UK Equality Act 2010. We welcome applications from individuals of all ages, disabilities, gender identities, marital status, pregnancy/maternity, race, religion or belief, sex, and sexual orientation. We are committed to treating all applicants fairly and making reasonable adjustments where needed to support disabled applicants. We actively prevent all forms of discrimination, harassment, and victimisation—whether direct, indirect, associative, or perceptive.