At a Glance
- Tasks: Provide top-notch IT support and troubleshoot tech issues for a dynamic bank.
- Company: Join Castle Trust Bank, a modern fintech challenger transforming the banking experience.
- Benefits: Enjoy competitive salary, performance bonuses, generous holiday, and private healthcare.
- Other info: Flexible hybrid working with opportunities for skill development and career growth.
- Why this job: Be the go-to tech hero in a fast-paced, people-focused environment.
- Qualifications: Strong knowledge of Windows 11, M365, and device management skills required.
The predicted salary is between 30000 - 40000 £ per year.
Be the face of IT support in a growing, modern, digitally transforming bank. At Castle Trust Bank we pride ourselves in being a fintech challenger bank, providing specialist property mortgages, retail financial lending and savings accounts to a variety of customers. We’re modernising how we work – strengthening our technology foundations, enhancing colleague experience, and building a high‑performing digital environment across all our sites.
As part of this journey we’re looking for a Service Desk Analyst who takes pride in delivering exceptional customer service and high‑quality technical support in a fast‑moving, people‑focused organisation. You’ll join a small but highly skilled Service Desk team based in Basingstoke, supporting around 200 colleagues across multiple UK locations. This is a highly visible, hands‑on role where you’ll be the first point of contact for technical issues, troubleshooting, device management, and operational support – making you a key player in ensuring our colleagues can work effectively every day.
What you’ll deliver
- Provide friendly, high‑quality face‑to‑face and remote support across Windows 11, corporate tablets, mobile devices, and both COTS and bespoke applications.
- Build, configure and maintain desktop clients, ensuring a secure and efficient experience for all users.
- Manage user account creation, moves and changes across our IT systems.
- Own and resolve incidents and service requests, maintaining SLA performance and delivering a high first‑time fix rate.
- Support a hybrid multi‑cloud environment and contribute to ongoing service improvements.
- Produce clear and accurate documentation, knowledge articles and process notes.
- Carry out routine system checks and contribute to project work across the Bank.
- Provide monthly onsite support in our London office and participate in the out‑of‑hours on‑call rota.
You’ll have plenty of opportunities to broaden your skills, influence how services are delivered, and help shape continuous improvements across the Technology function. This is a hybrid role based in Basingstoke, with flexibility to work 2 days from home per week.
What you’ll bring
We’re looking for someone who is technical, proactive and thrives in a people‑centric role. In addition:
Essential experience & skills
- Strong working knowledge of Windows 11 and M365.
- Proven experience with device builds, configuration and management (Autopilot, Intune).
- Experience supporting tablets, mobiles, and corporate device estates.
- Understanding of Active Directory and Azure Active Directory (Entra).
- Basic PowerShell scripting skills.
- Understanding of networking fundamentals (TCP/IP, DNS, LAN/WAN, VPN).
- Experience with core services such as File & Print, NTFS permissions, and GPOs.
Desirable
- Experience with patching solutions (WSUS), ITSM tools (FreshService), 8x8 phone systems.
- Exposure to Azure, AWS, GCP or Hyper‑V.
- Experience in a Financial Services environment.
- Relevant certifications (CompTIA, ITIL Foundation, MTA).
Behaviours
- Highly organised and task‑driven.
- Customer‑focused with strong communication skills.
- Calm under pressure, adaptable and pragmatic.
- A team player with a passion for problem‑solving and continuous learning.
Why join Castle Trust Bank?
- Competitive salary
- Performance bonus (based on individual and company performance)
- Generous contributory pension through Hargreaves Lansdown
- Life Assurance
- 25 days’ holiday + option to buy/sell 5 days
- Additional paid volunteering day
- Private healthcare through Equipsme (includes cash back for dental and optical treatment)
- Free access to BHSF Rise EAP to support colleague health and wellbeing
- Gym discounts
- Season ticket travel loans (if applicable)
- Hybrid working (3 days in Basingstoke)
- A supportive, inclusive culture where your work has real impact
Caught your attention? If so, we’d love to talk to you and tell you more about what it’s like to work at Castle Trust Bank – The Place To Work!
Castle Trust Bank is an equal opportunity employer where we celebrate diversity and are committed to creating an inclusive environment for all our colleagues to thrive. We welcome applications from all and will not discriminate against any status/characteristic protected by law and will always base our decisions on merit. We are proud to support people with disabilities and are committed to be a Disability Confident employer. If you are a person with a disability and meet the minimum criteria for the role you will be offered an interview. Should you require any reasonable adjustment to support you in your application for one of our opportunities, please contact talent@castletrust.co.uk
Service Desk Analyst in Basingstoke employer: Castle Trust Bank
At Castle Trust Bank, we pride ourselves on being an innovative challenger bank that values a customer-first approach and fosters a supportive, inclusive culture. As a Property Credit Manager in our Basingstoke office, you'll enjoy competitive salaries, performance bonuses, and generous benefits, all while having the opportunity to influence lending policy and make impactful credit decisions. Join us to be part of a team where your expertise is valued, and your professional growth is supported in a dynamic and rewarding environment.
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Analyst in Basingstoke
✨Tip Number 1
Get to know the company culture! Before your interview, check out Castle Trust Bank's website and social media. Understanding their values and mission will help you connect with the team and show that you're genuinely interested in being part of their journey.
✨Tip Number 2
Practice your tech skills! Since you'll be supporting Windows 11 and various devices, brush up on your troubleshooting techniques. Maybe set up a mock service desk scenario with friends or family to get comfortable with common issues and solutions.
✨Tip Number 3
Show off your people skills! As a Service Desk Analyst, you'll be the face of IT support. Prepare examples of how you've delivered exceptional customer service in the past, especially in high-pressure situations. This will highlight your calm and adaptable nature.
✨Tip Number 4
Don’t forget to follow up! After your interview, send a thank-you email to express your appreciation for the opportunity. It’s a great way to reinforce your interest in the role and keep you fresh in their minds as they make their decision.
We think you need these skills to ace Service Desk Analyst in Basingstoke
Some tips for your application 🫡
Show Your Personality:When writing your application, let your personality shine through! We want to see the real you, so don’t be afraid to express your enthusiasm for the role and how you can contribute to our team.
Tailor Your Experience:Make sure to highlight your relevant experience with Windows 11, M365, and any device management skills. We’re looking for specific examples that demonstrate your technical prowess and customer service skills.
Be Clear and Concise:Keep your application clear and to the point. Use bullet points where possible to make it easy for us to read through your qualifications and experiences quickly.
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 Castle Trust Bank
✨Know Your Tech Inside Out
Make sure you brush up on your knowledge of Windows 11, M365, and device management tools like Autopilot and Intune. Being able to discuss your hands-on experience with these technologies will show that you're ready to hit the ground running.
✨Show Off Your Customer Service Skills
Since this role is all about being the face of IT support, prepare examples of how you've delivered exceptional customer service in the past. Think about times when you resolved issues quickly or went above and beyond for a colleague.
✨Be Ready for Problem-Solving Scenarios
Expect to be asked about troubleshooting scenarios during the interview. Practice explaining your thought process when diagnosing technical issues, as this will demonstrate your problem-solving skills and calmness under pressure.
✨Ask Insightful Questions
Prepare some thoughtful questions about the team dynamics, ongoing projects, or the technology stack used at Castle Trust Bank. This shows your genuine interest in the role and helps you assess if it's the right fit for you.
