Senior Service & Operations Analyst in 2ND LINE DESKTOP & EXEC SUPPORT in London

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.
• Working from abroad policy (subject to approval and policy within the team).

A Day in the Role

Usually, you'll 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'll 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 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 deskside support to users across multiple locations.

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 deliver high‐quality professional support services to customers across the Bank, ensuring all support calls are managed and resolved to the highest professional standard and within agreed SLAs while meeting customer expectations.

The primary role is to apply workarounds and resolutions to IT incidents to restore acceptable IT services to the business, allowing colleagues to achieve their work goals and ultimately support the core purposes of the Bank of England. This customer‐facing role requires a strong understanding of business areas, critical periods, processes and applications, and may involve diagnostic or test procedures to identify incident causes remotely or by visiting the customer. Work is documented and fed into the Problem Management process to identify and resolve repeat incidents.

A high level of technical knowledge is required, including mastery of Desktop devices, Windows operating systems, VPN and remote solutions, iPad, iPhone, networking & infrastructure, Telecoms, Security, Active Directory and virtual machines.

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 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 are building an inclusive culture that supports people from all backgrounds and communities. 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 welcome applications from individuals who work flexibly, including job shares and part‐time working patterns. We have partnered with external organisations to support adjustments for candidates and employees in the recruitment process where 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 are proud to be a member of the Disability Confident Scheme.

Salary and Benefits Information

London salary £33,600 - £37,800. Non‐contributory, career‐average pension giving you a guaranteed retirement benefit of 1/80th of your annual salary for every year worked; you may increase your pension (to 1/65th) or decrease it (to 1/105th) in exchange for salary through our flexible benefits programme each year. Discretionary performance award based on the current award pool. An 8% benefits allowance with the option to take it as salary or purchase a wide range of flexible benefits. 26 days' annual leave with the option to buy up to 12 additional days through flexible benefits. Private medical insurance and income protection.