Service & Operations Analyst in London

We are looking for someone who is keen to learn, enthusiastic with strong communication and prioritisation skills with the ability to respond calmly under pressure to join our team for a 6 Month Fixed Term Contract. A typical day in the role involves answering customer calls or chats promptly, fixing customer IT issues, ensuring customer IT issues are logged accurately and managing individual ticket queues to a high standard within agreed target times while meeting customer expectations. Opportunities to undertake ad-hoc tasks and project work may arise. This role is part of the Service Desk team, who are the first point of contact for IT, Network & Telephony queries from Bank employees. The team provide crucial support to the Bank by recording, investigating, diagnosing and resolving incidents within ITSM (our call logging system).

Role Requirements

• Demonstrated experience in a people-related role in Technology.
• Experience working on multiple platforms and taking a proactive approach in prioritising workload.
• Excellent communication, inter-personal, team working and task management skills.

Essential Criteria

• Excellent customer service skills and business knowledge including effective listening, patience, empathy and diplomacy.
• A commitment to service improvement with a customer focused attitude.
• A high level of quality focus, with an eye for detail and accuracy.
• An understanding and interest in the use of IT within Business functions and ability to understand and react to business priorities and reflect them in call management.
• Confidence to deal professionally with staff at all levels in the organisation.
• Experience using Active Directory.
• Experience using RSA Admin console.
• Experience using Microsoft Exchange.
• Experience using Intune.
• Experience using BitLocker.
• Experience using Helix.
• Experience using Microsoft Applications.

Desirable Criteria

• An understanding and interest in the use of IT within Business functions and ability to understand and react to business priorities and reflect them in call management.
• Confidence to deal professionally with staff at all levels in the organisation.

Don't hesitate to apply if you don't meet all the essential criteria. We value diverse perspectives and believe that different backgrounds can contribute to our team's success.

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. 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.

From 1st October 2026, we expect all our colleagues to spend a minimum of 50% of their working time in the office per month. This is to capitalise on the benefits of working together in person across teams, while maintaining the flexibility offered by home working. Subject to that minimum requirement, individuals and managers should work together to find what works best for them and their team.

Finally, we're proud to be a member of the Disability Confident Scheme. 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 offer a salary as follows: London salary range: £28,640 - £32,220. We encourage flexible working. 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.

The Bank of England welcomes applications from all candidates, but as a UK Visas and Immigration (UKVI) approved sponsor, we have a responsibility to comply with the Immigration Rules and guidance. As such, our ability to employ individuals who require sponsorship for immigration purposes is limited. The Bank cannot guarantee that you and / or the role you are applying for will be eligible for sponsorship and that any application made to UKVI will be successful. Eligibility will therefore be considered on a case by case basis.

The Application Process

Important: Please ensure that you complete the ‘work history’ section and answer ALL the application questions fully. All candidate applications are anonymised to ensure that our hiring managers will not be able to see your personal information, including your CV, when reviewing your application details at the screening stage. It’s therefore really important that you fill out the work history and application form questions, as your answers will form a critical part of the initial selection process.

This role closes on Friday 28th August 2026. Please apply online, ensuring that you complete your work history and answer ALL the application questions fully and in detail as your application will not be considered if all mandatory questions are not fully completed.