Bank of England
Senior Service & Operations Analyst in 2ND LINE DESKTOP & EXEC SUPPORT
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Senior Service & Operations Analyst, 2nd Line Desktop & Exec Support - Technology Directorate
Fixed Term Contract, 12 Months
Full Time
London
Job Description
The Senior Service & Operations Analyst (2nd Line Desktop Support) plays a critical role in keeping the business running smoothly by resolving complex technical issues and supporting end users beyond first line troubleshooting. This is an exciting, hands-on role combining deep technical problem-solving with direct user engagement across a dynamic IT environment.
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 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 walk-up support requests and scheduled desk-side visits.
- Escalating more complex issues while maintaining ownership and clear communication.
- You may assist with the 1st Line 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 high-quality user support, and contribute to the stability and continuous improvement of our IT services. This role offers hands-on technical work, user interaction, and clear opportunities for skill development.
Minimum Criteria
We’re looking for someone who has the following key skills and experience:
- Ability to prioritise tasks effectively in a fast-paced environment.
- Strong problem 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.
- 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 non-technical 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.
- Strong working knowledge of Microsoft Windows operating systems (Windows 11).
- Hands-on 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.
- Experience providing both remote and desk-side support to users across multiple locations.
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Desirable Criteria
- Developing understanding of the Bank’s 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 (2nd Line Desktop Support) is to provide high quality, professional, second line Desktop support for Enterprise IT Services at the Bank across all sites.
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 (2nd Line Desktop Support) is to apply workarounds and resolutions to IT Incidents to restore acceptable IT Services to the Business to allow colleagues of the Bank to achieve their work goals and ultimately the core purposes of the Bank of England.
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 (2nd Line Desktop Support) may carry out diagnostic or test procedures to identify the cause of an incident either remotely or by visiting the customer. The initial responsibility is to restore services to the customer. Once workarounds are in place, details are to be documented and fed into the Problem Management process to identifying and resolve repeat incidents as problems.
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.
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Our Approach to Inclusion
The Bank values diversity, equity and inclusion. We play a key role in maintaining monetary and financial stability, and to do that effectively, we believe we need a workforce that reflects the society we serve.
At the Bank of England, we want all colleagues to feel valued and respected, so we're working hard to build an inclusive culture which supports people from all backgrounds and communities to be at their best at work. We celebrate all forms of diversity, including (but not limited to) age, disability, ethnicity, gender, gender identity, race, religion, sexual orientation and socioeconomic status. We believe that it’s by drawing on different perspectives and experiences that we’ll continue to make the best decisions for the public.
We welcome applications from individuals who work flexibly, including job shares and part time working patterns. We've also partnered with external organisations to support us in making adjustments for candidates and employees in the recruitment process where they're needed.
For most roles where work can be carried out at home, we aim for colleagues to spend half of their time in the office, with a minimum of 40% per month. Subject to that minimum requirement, individuals and managers should work together to find what works best for them, their team and stakeholders.
Finally, we're proud to be a member of the Disability Confident Scheme [https://www.gov.uk/government/publications/disability-confident-guidance-for-levels-1-2-and-3/level-2-disability-confident-employer]. If you wish to apply under this scheme, you should check the box in the ‘Candidate Personal Information’ under the ‘Disability Confident Scheme’ section of the application.
Salary and Benefits Information
We encourage flexible working, part time working and job share arrangements. Part time salary and benefits will be on a pro-rated basis as appropriate.
London salary £33,600 - £37,800
In addition, we also offer a comprehensive benefits package as detailed below:
- 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.
National Security Vetting Process
Employment in this role will be subject to the National Security Vetting clearance process (and typically can take between 6 to 12 weeks post offer) and the passing of additional Bank security checks in accordance with the Bank policy. Further information regarding the vetting and security clearance requirements for the role will be provided to the successful applicant, and information about how the Bank processes personal data for these purposes, is set out in the Bank's Privacy Notice [https://www.bankofengland.co.uk/legal/privacy].
The Bank of England welcomes applications from all candidates, but as
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