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- Tasks: Provide first-line tech support and resolve incidents for our team.
- Company: Join Bionic, a dynamic tech-enabled service empowering small businesses with innovative solutions.
- Benefits: Enjoy flexible working, private healthcare, and generous leave options.
- Why this job: Be part of a vibrant team that values collaboration, creativity, and personal growth.
- Qualifications: Experience in Service Desk Support and knowledge of Windows, Mac OS, and hardware troubleshooting required.
- Other info: Work primarily in Luton and Chelmsford offices, with opportunities for career advancement.
The predicted salary is between 30000 - 42000 £ per year.
Bionic is a tech-enabled business switching service. We empower small business owners with a radically better way for them to sort their business essentials through smart technology.
We\’ve evolved into a digital business, investing heavily in talent and a new tech platform, alongside developing unique \’hybrid\’ web and voice customer journeys, in addition to expanding our range of products. By combining smart technology with world class human service, we help match small business customers with the right energy, insurance, connectivity and finance providers and products – with speed, convenience, clarity and trust.
The Role
Location & Ways of Working:
This role is primarily based in our Luton office, with the expectation to be on-site 60% of the time (3 days per week).
For the remaining 40% (2 days per week), you will be based in our Chelmsford office. Where workloads change and/or resource cover is required, there could also be a requirement to work at our London office.
We\’re looking for an experienced first-line Service Desk Analyst to join our team where innovative ideas and projects come to life.
As a Service Desk Analyst, you\’ll be part of the Tech Ops Team, supporting our Luton Office and providing remote support to another 500 users across 3 further offices, and a remote field-based team.
Day to day responsibilities:
As a Service Desk Analyst your key responsibilities will be:
- First line support to the business and proactive maintenance
- Ensuring all incidents & requests are logged correctly & resolved to SLA
- Resolution of incidents where possible and achieving a high first line fix rate
- Escalating incidents appropriately and in a timely manner
- Performing root cause analysis on problem tickets
- All user administration to accounts on request
- Hardware support to include desktops, laptops, MFDs and all peripherals
- Assisting with project work
About you
You\’ll have an aptitude for technology, be a great problem solver and have a passion to learn and grow. A can-do attitude will get you far, but a will-do attitude will get you even further and we\’ll support you on that journey.
You\’ll also be able to demonstrate:
- Prior experience in a Service Desk Support role
- Experience of supporting Windows 10, 11 and O365 suite
- Experience of supporting Mac OS devices
- Desktop and laptop hardware installation and troubleshooting experience
- Your experience using machine imaging technologies
- Cyber security awareness
- Strong communication skills
- That you\’re a driven team player
Interview process
- Initial conversation with one of our Talent Acquisition Team
- 1st stage interview with the hiring manager and a colleague on the Service Desk Team
- Final stage interview with our Head of Tech Ops
About Bionic Group
Bionic has over 630 people working across three office locations and four businesses; Bionic – London, Bionic Outbound – Luton, Think Business Loans – Chelmsford, and Smart – Field based agents.
We have a high energy work environment wherever the location; you can feel the passion the moment you walk through our door! Our work environments are packed with amazing people and energy, hubs of collaboration, creativity and fun! We\’re one team, we get stuck in, we roll our sleeves up and we care about helping each other out wherever we can. We set the highest standards and show up every day to be the best version of ourselves.
Working at Bionic means provides you many opportunities to advance your career, with incredible progression, recognition, and reward.
Benefits
We know that our employees are what sets us aside from our competitors, our benefits are just part of the way we say thanks.
Enhance your health & wellbeing
- Private healthcare cover
- Employee Assistance Programme, including a virtual GP service, priority physio & talking therapies
- Eyecare scheme
Taking time away from work ️
- 25 days annual leave plus the 8 UK bank holidays, increasing with tenure
- 1 paid family/religious day of leave per year – following successful probation period
- 1 paid charity volunteering day per year
- Option to buy/sell up to an additional 3 days leave per year
Family matters: for the special moments
- Enhanced maternity, paternity or shared parental leave
- 2 days off for your wedding upon joining, and up to 5 days after 2 years\’ service
- Flexible working options & a hybrid work approach
Financial wellbeing
- Auto-enrolled salary sacrifice pension scheme
- Life assurance
- Season ticket Loans, salary advances & loans to buy/rent a home – based on tenure
- Cycle to work scheme
Recognition
- Highflyers incentive, a VIP experience for our high performers across Bionic group to celebrate success
- Company summer & Christmas party celebrations, business and local zonely & annual awards and recognition
- Long service awards
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Service Desk Analyst employer: Bionic
Contact Detail:
Bionic Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Analyst
✨Tip Number 1
Familiarise yourself with the specific technologies mentioned in the job description, such as Windows 10, 11, and O365. Being able to discuss your hands-on experience with these systems during the interview will demonstrate your readiness for the role.
✨Tip Number 2
Highlight your problem-solving skills by preparing examples of past incidents you've resolved. This will show your potential employer that you can handle the first-line support responsibilities effectively.
✨Tip Number 3
Research Bionic's company culture and values. Understanding their emphasis on teamwork and a high-energy environment will help you align your responses during interviews, showcasing that you're a great fit for their team.
✨Tip Number 4
Prepare questions about the Tech Ops Team and their projects. This not only shows your interest in the role but also gives you insight into how you can contribute to their innovative ideas and initiatives.
We think you need these skills to ace Service Desk Analyst
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities of a Service Desk Analyst at Bionic. Familiarise yourself with their tech-enabled services and how they support small businesses.
Tailor Your CV: Highlight your relevant experience in service desk support, particularly with Windows 10, O365, and Mac OS devices. Emphasise your problem-solving skills and any experience with hardware installation and troubleshooting.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for technology and your can-do attitude. Mention specific examples of how you've successfully resolved incidents or improved processes in previous roles.
Prepare for Interviews: Research common interview questions for service desk roles and prepare your answers. Be ready to discuss your technical skills, communication abilities, and how you work as part of a team.
How to prepare for a job interview at Bionic
✨Show Your Technical Skills
As a Service Desk Analyst, you'll need to demonstrate your technical expertise. Be prepared to discuss your experience with Windows 10, 11, and O365, as well as any Mac OS support you've provided. Highlight specific examples of troubleshooting and resolving issues.
✨Emphasise Problem-Solving Abilities
Bionic values great problem solvers. During the interview, share instances where you've successfully resolved complex issues or improved processes. This will showcase your analytical skills and your ability to think on your feet.
✨Demonstrate Communication Skills
Strong communication is key in this role. Practice explaining technical concepts in simple terms, as you may need to assist users who aren't tech-savvy. Be ready to discuss how you've effectively communicated with team members and users in past roles.
✨Exhibit a Can-Do Attitude
Bionic appreciates a proactive approach. Convey your enthusiasm for learning and growing within the role. Share examples of how you've taken initiative in previous positions, whether it's through self-learning or contributing to team projects.
