Senior IT Service Desk Analyst

**Senior IT Service Desk Analyst**

Location: Sheffield

Contract: Permanent

Hours: Full time 37.5 hours per week/flexible days and/or hours (Mon-Fri)

**Salary**: Up to £45,000

Benefits package: 30 days annual leave plus bank holidays, opportunity to buy and sell holiday

15% employer pension contribution

Flexible working, cycle to work scheme, healthcare cash plan and life assurance

Paid voluntary day, maternity, adoption, and shared parental leave

Benefits designed to suit your lifestyle - from discounts on retail and socialising, to health and wellbeing, travel, and technology...and plenty more

**THE ROLE**

We have an opening for a Senior Service Desk Analyst to lead the provision of first
- and second-line technical support to c500 internal users (including those operating remotely), covering technical and troubleshooting assistance related to computer hardwareand software, mobile devices and other technology tools and products.

You will contribute to a collaborative IT Service Desk team as part of a wider IT function who share the same vision: to connect people, processes, systems and data through well designed, modern, digital solutions and policies.

This is an excellent leadership role within the IT Service Desk offering a mix of operational support, as well as involvement on cross department projects, including working with the IT Service Performance Manager and the internal Change team to provideproject and testing support to the systems that IT deploys to the business. You will also support the continuous improvement of operational processes and practices.

Managing the IT Service Desk, you will co-ordinate the rota for service support hours as well as responding to and resolving user and system issues, produce weekly and monthly IT Service Desk reports with trend analysis, and analyse IT Service Desk datato identify and implement improvements to internal IT Service Desk operational processes.

You will take ownership of critical service and senior stakeholder issues, including user communications as appropriate, act as a local escalation and approval point co-ordinate the demand for project and testing support to the systems that IT deploys tothe business, and work closely with the IT Senior Management Team and assist with recommendations for the improvement of the IT systems and infrastructure.

You will assist the IT Service Performance - Senior Manager in managing the relationship with all the Company’s IT suppliers, as well as support the IT Service Performance - Senior Manager during any disaster recovery to ensure a smooth transition in theevent of invocation.

In addition, you will manage the IT-related processes as part of the Employee Induction process, as well as develop and publish support documentation to assist staff with requests for information & provide staff training if required and build and maintaineffective and productive working relationships with colleagues, key stakeholders, our third-party partners and suppliers.

This is an exciting and varied role where no two days are the same. You should have a passion for IT and a willingness to learn and support company growth. It is essential that you have a deep working understanding of IT support and systems administration.You will have significant experience working in a 1st line technical support role, advanced knowledge and troubleshooting experience of TCP/IP networks and Microsoft based operating systems, experience of using and configuring Software Development Lifecycleand Ticket Management tools and experience of hosted desktop and Office 365 environment.

View the full job description.

To view the full job description please visit the careers page on the British Business Bank website.

**ABOUT US**
The British Business Bank is a unique and exciting institution. Its mission is to make finance markets work better so smaller businesses across the UK can prosper and grow.

Established in 2014, it is a 100% government-owned economic development bank but independently managed.

To deliver its programmes, the Bank works through more than 200 delivery partners such as high street, digital, specialist and challenger banks, venture capital and private debt funds and fintech platforms.

Currently, we employ around 440 people, split between offices in Sheffield and London.