1st Line IT Service Desk Analyst

Overview

AJ Bell, Manchester, United Kingdom

Purpose of the Role: Reporting into the Service Desk Manager, you will be responsible for ensuring that incidents and service requests are resolved within SLA and act as the first point of escalation and support for IT queries. This is a very technical Service Desk role; the successful candidate will gain experience across a wide range of technologies. This role may suit those with Service Desk experience seeking to deepen technical exposure, or those starting in IT with strong technical and analytical skills.

Responsibilities

• Logging calls via telephone and gathering sufficient details for resolution by the relevant person.
• Classifying calls on arrival via the ticket system.
• Performing troubleshooting steps with staff via email, telephone and in person.
• Taking ownership of technical problems and seeing them through to resolution, even when passed to third parties.
• Assisting to plan and execute desk moves.
• Installing software on new PCs and laptops.
• Setting up mobile devices for users (e.g., iPhone, iPad).
• Maintaining and updating knowledge guides.

Competence, Knowledge and Skills

• Strong customer focus with excellent telephone manners and effective problem resolution.
• Proactive mindset and willingness to go above and beyond to help staff with IT issues.
• Excellent problem solving and analytical skills, evidenced by prior experience or technical qualifications.
• Ability to work and communicate with people at all levels.
• Administration of systems including troubleshooting of MS Active Directory, Azure AD, MS Exchange, PureCloud phone system, VMware vSphere and Horizon View Client.
• Knowledge and experience of Windows 10/11 and Windows Server.
• Ability to set up and configure PCs and laptops.
• Experience with Office 365 applications and administration.
• Active knowledge of information technology and a passion for keeping up to date with the latest technologies; desire to learn new skills and progress professionally.
• Positive approach to new problems; flexible and adaptable.
• Ability to work under own initiative as well as part of a team.

About us

AJ Bell is one of the fastest-growing investment platform businesses in the UK, offering an award-winning range of solutions for professional financial advisers to DIY investors. We have over 620,000 customers managing assets totaling more than £96.1 billion. AJ Bell is listed on the London Stock Exchange Main Market and is a FTSE 250 company. We are headquartered in Manchester with offices in central London and Bristol, employing over 1,500 people. We have been recognised as one of the UK\’s Best 100 Companies to Work For for six consecutive years and in 2025 named a Great Place to Work.

Hybrid working

AJ Bell offers a hybrid working model, where you will spend a minimum of 50% of the month in the office. For new team members, the first 3 months will be full-time in the office to help you immerse yourself in our business and build relationships.

Equal Opportunity

AJ Bell is committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and employees are empowered to bring their whole self to work. We do not discriminate on the basis of race, sex, gender identity, sexual orientation, age, pregnancy, religion, disability, marital status or any other protected characteristic. Hiring decisions are based on qualifications, merit and business need.

Additional role details

• Seniority level – Entry level
• Employment type – Full-time
• Job function – Information Technology

If you like the sound of the above, or want to know more about the company and the role, we\’d love to speak to you.