AgileGrid Solutions
IT Service Desk Analyst
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About The Company
Secure Trust Bank Ltd is a distinguished financial institution committed to providing innovative banking solutions and exceptional customer service. Established in 1952, the bank has built a strong reputation as a trusted specialist lender in the UK, serving over one million customers. Our mission is to help individuals and businesses fulfill their ambitions through tailored financial products, including savings accounts and lending services. We pride ourselves on our strong values of integrity, diversity, and customer-centricity, fostering a culture that values innovation and inclusivity. As an award-winning bank, we continuously strive to enhance our offerings and maintain our position as a leading player in the financial sector.
About The Role
We are seeking a dedicated IT Service Desk Analyst to join our dynamic IT team. In this vital role, you will be the frontline support for our colleagues across various departments, ensuring seamless IT operations and high-quality technical assistance. Your responsibilities will include managing support tickets, resolving technical issues, and maintaining our End User Computing estate. This position offers an excellent opportunity for an early-career IT professional or someone with existing service desk experience who is eager to grow their career within a supportive and innovative environment. You will work closely with multiple teams, including IT Infrastructure, Security, and Application Support, contributing to the continuous improvement of our IT services and infrastructure.
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Qualifications
The ideal candidate will possess a proactive mindset, curiosity, and strong problem-solving skills. You should have relevant IT support experience or equivalent knowledge, along with a foundational understanding of Microsoft Windows, Microsoft 365, and server environments. A good grasp of networking concepts such as TCP/IP, DNS, DHCP, and routing is essential. Familiarity with Apple iOS and computer hardware will be advantageous. We seek candidates with excellent communication skills, attention to detail, and the ability to work effectively in a fast-paced environment. A full UK driving license is required, and ITIL Foundation certification is desirable (training can be provided). Experience in financial services or contributing to IT strategy is beneficial but not mandatory.
Responsibilities
In this role, you will be responsible for:
- Managing and prioritizing IT support tickets
- Ensuring adherence to SLAs
- Logging all calls and actions accurately
- Providing technical support across Windows, Microsoft 365, and server environments
- Ensuring systems are secure and operate efficiently
- Liaising with third-party suppliers
- Overseeing the lifecycle of End User Compute devices—from procurement to disposal
- Contributing to business and technical projects
- Monitoring system performance and raising issues proactively
- Documenting processes, procedures, and system details
- Providing occasional remote on-site support
- Staying informed about emerging technologies and sharing insights with the team
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Benefits
Secure Trust Bank Ltd offers a competitive salary along with an attractive benefits package designed to support your well-being and professional growth. Benefits include:
- Annual bonus scheme
- Life assurance
- Matched pension contributions
- 25 days of annual leave plus bank holidays
- Birthday off as an additional holiday
- Wellbeing hour each week
- Flexible benefits scheme options such as Cycle2Work, private healthcare, and access to wellness programs
- Free fruit and hot drinks throughout the day
- Paid volunteering days
- Opportunities for charity fundraising
We believe in fostering a supportive work environment where everyone feels valued and empowered to be their authentic selves.
Equal Opportunity
Secure Trust Bank Ltd is committed to fostering an inclusive and diverse workplace. We believe that a diverse team enhances our ability to serve our customers and achieve our business goals. We are an equal opportunity employer, welcoming applications from individuals of all backgrounds, regardless of race, gender, age, disability, sexual orientation, religion, or any other characteristic protected by law. We actively promote a culture of respect, fairness, and opportunity, ensuring that every employee can thrive and contribute to our shared success.
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