Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Join our IT Service Desk team to provide top-notch support for internal customers.
- Company: Award-winning investment platform with a strong focus on customer empowerment.
- Benefits: Enjoy competitive pension contributions, private medical insurance, and 25 days annual leave.
- Why this job: Be part of a dynamic team that makes a real difference in IT service delivery.
- Qualifications: 3+ years in a customer-facing service desk role with strong troubleshooting skills.
- Other info: Flexible benefits and a commitment to diversity and inclusion.
Who We Are:
Considering making an application for this job Check all the details in this job description, and then click on Apply.
interactive investor is an award-winning investment platform that puts its customers in control of their financial future.
We’ve been helping investors for nearly 30 years. We’ve seen market highs and lows and been resilient throughout. We’re now the UK’s number one flat-fee investment platform, with assets under administration approaching £75 billion and over 450,000 customers.
For a simple, flat monthly fee we provide a secure home for your pensions, ISAs and investments. We offer a wide choice of over 20,000 UK and international investment options, including shares, funds, trusts and ETFs.
We also bring impartial, expert content from our award-winning financial journalists, highly engaged community of investors, and daily newsletters and insights.
Purpose Of Role:
This is an exciting opportunity for someone to complement our existing IT Service Desk team – dedicated to providing an excellent IT service to our internal customers at all times. In this role you will join the ii Service Desk which currently manages approx. 2000 user incidents per month along with supporting major incidents, changes, and requests.
As an IT Service Desk Analyst you will manage the speedy answer, response and resolution of all inbound incidents and requests via E-mail, phone, in person and via the Internal IT Service Delivery toolset. The right person will have previous experience working within a busy Service Desk environment and have proven demonstrable ability to work to strict processes, tight deadlines and adhere to company set regulations and procedures. Managing your customers’ expectations, ensuring that they’re kept updated on the status of their outstanding IT calls in line with expectations and agreed SLAs and building relationships with our customers and your colleagues, and working within a team to provide a great service to all.
Reporting directly to the IT Service Desk Team Leader, the successful candidate will show enthusiasm, excellent customer service skill, excellent technical and diagnostics skills and a “hit the ground running” work ethic.
Requirements
* Taking personal responsibility for delivering on your objectives in line with our values
* Making sure that incidents and service requests are logged, progressed, and resolved according to our agreed standards and procedures
* Flexibility to travel in covering requirements across all ii/Aberdeen office locations
* Making sure that all steps you’ve taken when working on an incident or service request are clearly documented in the ITSM tool
* Adhering to standard operating procedures to complete service requests
* Escalating calls to appropriate teams
* Managing your customers’ expectations, ensuring that they’re kept updated on the status of their outstanding IT calls in line with expectations
Skills & Experience Required:
* Minimum 3 years experience working within an enterprise customer facing service desk environment
* Ability to respond to a high volume of queries from across the organization, while remaining resilient and enthusiastic
* Being able to accurately log, progress and resolve service calls using an ITSM tool
* Owning the outcome for delivering customer service using a variety of communication methods
* Having strong verbal and written communication skills – you’ll be dealing with colleagues at all levels across the organization both in person and remotely
* Good troubleshooting skills and experience of Microsoft products including Office suite and M365
* Additionally, you will have knowledge and/or working experience of ITIL based service management and operational support, disciplines. Certifications such as MSCP and ITIL would be advantageous
* Experience supporting Windows 10/11 within an enterprise environment
* Experience managing user, groups and mailboxes in MS Exchange and Office 365
* Working knowledge of laptop and printer hardware dependencies and relationships of networks, phones, mobiles, PC operating systems, and office meeting room technologies including Audio Visual
* Recognised IT qualifications would be beneficial
* Any experience of supporting macOS would be advantageous
Benefits
* Group Personal Pension Plan – 8% employer contribution and 4% employee contribution
* Life Assurance and Group Income Protection
* Private Medical Insurance – Provided by Bupa
* 25 Days Annual Leave, plus bank holidays
* Staff Discounts on our investment products
* Personal & Well-being Fund – Supporting your physical and mental wellness
* Retail Discounts – Savings at a wide range of high street and online retailers
* Voluntary Flexible Benefits – Tailor your benefits to suit your lifestyle
Please Note: We will do our utmost efforts to respond to all applicants. However, due to the high volume of applications we\’re currently receiving, if you haven\’t been contacted within 30 days of application, please consider unsuccessful.
interactive investor operates in accordance with the UK Equality Act 2010. We welcome applications from individuals of all ages, disabilities, gender identities, marital status, pregnancy/maternity, race, religion or belief, sex, and sexual orientation. We are committed to treating all applicants fairly and making reasonable adjustments where needed to support disabled applicants. We actively prevent all forms of discrimination, harassment, and victimisation—whether direct, indirect, associative, or perceptive
It Service Desk Analyst employer: Interactive Investor
Contact Detail:
Interactive Investor Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land It Service Desk Analyst
✨Tip Number 1
Network like a pro! Reach out to current employees at Interactive Investor on LinkedIn or other platforms. Ask them about their experiences and any tips they might have for your application process.
✨Tip Number 2
Prepare for the interview by brushing up on your technical skills and customer service scenarios. Think of examples from your past experience that showcase your problem-solving abilities and how you’ve handled high-pressure situations.
✨Tip Number 3
Show your enthusiasm! When you get the chance to speak with someone from the team, let your passion for IT and helping others shine through. A positive attitude can set you apart from the competition.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can go a long way in showing your appreciation and keeping you top of mind for the hiring team.
We think you need these skills to ace It Service Desk Analyst
Some tips for your application 🫡
Read the Job Description Carefully: Before you start your application, take a good look at the job description. Make sure you understand what we're looking for in an IT Service Desk Analyst and how your skills match up. This will help you tailor your application to stand out!
Show Off Your Experience: When writing your application, highlight your previous experience in a busy service desk environment. We want to see how you've handled high volumes of queries and managed customer expectations, so don’t hold back on those examples!
Be Clear and Concise: Keep your application clear and to the point. Use straightforward language and avoid jargon unless it’s relevant. We appreciate good communication skills, so make sure your written communication reflects that!
Apply Through Our Website: Once you're happy with your application, head over to our website to submit it. Applying directly through our site ensures your application gets to us quickly and efficiently. We can’t wait to hear from you!
How to prepare for a job interview at Interactive Investor
✨Know Your Stuff
Make sure you brush up on your technical skills, especially around Microsoft products and ITIL service management. Be ready to discuss your experience with troubleshooting and resolving incidents, as this will show that you can hit the ground running.
✨Customer Service is Key
Since this role is all about providing excellent service to internal customers, think of examples where you've gone above and beyond to help someone. Prepare to share how you manage customer expectations and keep them updated on their requests.
✨Practice Makes Perfect
Rehearse common interview questions related to service desk scenarios. Think about how you would handle a high volume of queries or a major incident. This will help you articulate your thought process clearly during the interview.
✨Show Your Enthusiasm
Let your passion for IT and customer service shine through. Companies like this one value candidates who are not only skilled but also enthusiastic about their work. A positive attitude can set you apart from other candidates.
