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For Companies At a Glance
- Tasks: Resolve complex tech issues and support users in a dynamic IT environment.
- Company: Join a forward-thinking company that values flexibility and innovation.
- Benefits: Flexible working hours, remote options, and opportunities for skill development.
- Why this job: Make a real impact by enhancing user experience and improving IT services.
- Qualifications: Experience in desktop support and strong problem-solving skills required.
- Other info: Great career growth potential in a collaborative team atmosphere.
The predicted salary is between 36000 - 60000 ÂŁ per year.
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
- Ability to adapt your calendar as needed, for example to fit the school run or appointments.
- 50% in‑office attendance requirement, spread across the month to accommodate diverse working patterns, e.g. 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 will start your day by reviewing new support requests and incidents recorded by the Service Desk or the overnight Operations team, reading your overnight emails and checking whether important actions are required. You will then prioritise these incidents according to their business impact and service level agreements. You will troubleshoot hardware and software issues, resolve connectivity problems, and 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 projects you are working 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 deskside visits.
- Escalating more complex issues while maintaining ownership and clear communication.
- Assisting 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, delivering high‑quality user support, and contributing 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.
- 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, interpersonal, team‑working, and task‑management skills.
- Ability to learn quickly and adapt to new systems, tools, and technologies.
Essential Criteria
- 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 management.
Senior Service & Operations Analyst in 2ND LINE DESKTOP & EXEC SUPPORT in City of London employer: Bank of England
Contact Detail:
Bank of England Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Service & Operations Analyst in 2ND LINE DESKTOP & EXEC SUPPORT in City of London
✨Tip Number 1
Network like a pro! Reach out to your connections on LinkedIn or at industry events. We all know someone who knows someone, and a personal recommendation can really give you the edge in landing that Senior Service & Operations Analyst role.
✨Tip Number 2
Prepare for those tricky interview questions! Brush up on your technical knowledge and be ready to demonstrate your problem-solving skills. We suggest practising with a friend or even in front of the mirror to build your confidence.
✨Tip Number 3
Show off your soft skills! Remember, communication is key in this role. Be ready to explain complex tech concepts in simple terms. We want to see how you can connect with users and make their lives easier.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we love seeing candidates who are proactive about their job search!
We think you need these skills to ace Senior Service & Operations Analyst in 2ND LINE DESKTOP & EXEC SUPPORT in City of London
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experiences that match the Senior Service & Operations Analyst role. Highlight your technical problem-solving abilities and any relevant experience in desktop support to catch our eye!
Craft a Compelling Cover Letter: Use your cover letter to tell us why you're the perfect fit for this role. Share specific examples of how you've tackled complex technical issues and provided excellent user support in the past.
Show Off Your Communication Skills: Since you'll be explaining technical concepts to non-technical users, it's crucial to demonstrate your communication skills in your application. Keep your language clear and concise, and avoid jargon where possible.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy!
How to prepare for a job interview at Bank of England
✨Know Your Tech Inside Out
Make sure you brush up on your technical knowledge, especially around Microsoft Windows 11 and Office applications. Be ready to discuss specific troubleshooting scenarios you've handled in the past, as this will show your hands-on experience and problem-solving skills.
✨Showcase Your Customer Service Skills
This role is all about user support, so be prepared to share examples of how you've provided excellent customer service. Think of times when you turned a frustrated user into a satisfied one, and highlight your calm approach under pressure.
✨Prioritisation is Key
In a fast-paced environment, being able to prioritise tasks effectively is crucial. During the interview, explain how you manage multiple support requests and how you decide which issues to tackle first based on their impact.
✨Communicate Clearly
You'll need to explain technical concepts to non-technical users, so practice simplifying complex ideas. Use clear, jargon-free language in your responses, and demonstrate your ability to engage with users at all levels.
