At a Glance
- Tasks: Provide top-notch support in a dynamic Microsoft 365 environment and tackle tech challenges.
- Company: Join the Pension Protection Fund, a leader in securing retirement for millions across the UK.
- Benefits: Enjoy a competitive salary, Civil Service Pension, and flexible hybrid working options.
- Other info: Be part of an award-winning team with a commitment to diversity and inclusion.
- Why this job: Make a real difference in people's lives while developing your tech skills in a supportive team.
- Qualifications: Experience in 2nd line support, excellent customer service, and strong problem-solving skills.
The predicted salary is between 35000 - 36500 € per year.
Overview
Location: Hybrid - Croydon Head Office (From 2 days per week) and Remote
Salary: £35,000 to £36,500 per annum plus Civil Service Pension and other benefits
Tenure: Permanent – we cannot consider applicants requiring sponsorship.
Position type: Full Time
At the Pension Protection Fund (PPF), we provide security in retirement for our members and millions of people across the UK who belong to defined benefit (DB) pension schemes. Through the PPF and Financial Assistance Scheme (FAS), we compensate members for their pensions after the employer funding their pension becomes insolvent. With over £30 billion in assets under management, our investments support long‑term economic growth across the UK.
Responsibilities
- The key responsibility includes providing exceptional service delivery and user experience in a Microsoft 365 (M365) cloud‑first environment.
- Typical tasks include managing various incidents, fulfilling service requests, processing devices, building systems, script development, network troubleshooting, software/application handling, and optimising support practices.
- The Service Delivery team provides a 7am – 7pm technology service at two sites located in the Croydon Head Office and the smaller Cannon Street (London) office.
- The post‑holder will deliver this role from the Croydon location and may, on rare occasions, be expected to travel to the London site.
- In exceptional circumstances where incidents occur, there may be a business need to work out of hours.
Qualifications
- We’re looking for someone with a proven track record in a 2nd line support role from a professional services environment, preferably in financial services, dealing with business‑critical teams in an end‑user organisation rather than in a managed services or IT consultancy setting.
- You should bring excellent customer service skills – clarity in communication of both technical and non‑technical information, calmness under pressure, and a logical, structured approach to prioritising tasks.
- You must have a strong aptitude for problem‑solving and maintain a consistently high standard of work independently or as part of a supervised team.
- Solid knowledge of Microsoft 365 and its applications, experience in incident management, fault diagnosis, and resolution.
- An ITIL Service Management qualification, or experience working within a team that follows ITIL‑aligned practices, is highly desirable.
Benefits and Inclusion
We’re proud to be a Disability Confident Leader and actively encourage applications from people with disabilities. We are committed to ensuring our recruitment process is inclusive and accessible. If you require any reasonable adjustments, please let us know. We embrace diverse talent and welcome people with different beliefs, backgrounds and ways of working.
Desktop Support Analyst - 2nd Line employer: Pension Protection Fund
At the Pension Protection Fund, we pride ourselves on being an excellent employer, offering a supportive and inclusive work culture that values diversity and encourages professional growth. With a competitive salary, a Civil Service Pension, and the flexibility of a hybrid working model from our Croydon Head Office, we provide our employees with the tools and opportunities to thrive in their careers while making a meaningful impact on the lives of millions across the UK.
StudySmarter Expert Advice🤫
We think this is how you could land Desktop Support Analyst - 2nd Line
✨Tip Number 1
Get to know the company! Research the Pension Protection Fund and understand their mission. This will help you tailor your conversations and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your technical skills! Brush up on Microsoft 365 and incident management techniques. Being able to demonstrate your knowledge during interviews can really set you apart from other candidates.
✨Tip Number 3
Show off your soft skills! Highlight your customer service experience and how you handle pressure. Use examples from past roles to illustrate your calmness and problem-solving abilities.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you’re proactive and serious about joining our awesome team at the PPF.
We think you need these skills to ace Desktop Support Analyst - 2nd Line
Some tips for your application 🫡
Read the Job Description Carefully:Before you start writing your application, take a good look at the job description. We want to see how your skills and experiences match what we're looking for, so make sure you highlight relevant soft skills and software proficiencies.
Show Off Your Customer Service Skills:As a Desktop Support Analyst, you'll be dealing with users all the time. Make sure to showcase your excellent customer service skills in your application. Share examples of how you've communicated technical info clearly and handled pressure like a pro!
Tailor Your Application:Don’t just send a generic application! Tailor it to us by mentioning specific experiences that relate to the role. If you've worked in a 2nd line support role or have experience with Microsoft 365, let us know how that makes you a great fit for our team.
Apply Through Our Website:We encourage you to apply through our website for a smoother process. It helps us keep track of applications and ensures you don’t miss out on any important updates. Plus, it’s super easy!
How to prepare for a job interview at Pension Protection Fund
✨Know Your Tech Inside Out
Make sure you brush up on your knowledge of Microsoft 365 and its applications. Be ready to discuss how you've used these tools in previous roles, especially in a 2nd line support capacity. Prepare to share specific examples of incidents you've managed and how you resolved them.
✨Show Off Your Customer Service Skills
Since this role is customer-facing, it's crucial to demonstrate your excellent communication skills. Think of scenarios where you had to explain technical issues to non-technical users. Practise articulating your thought process clearly and calmly, especially under pressure.
✨Prepare for Problem-Solving Questions
Expect questions that assess your problem-solving abilities. Prepare to walk through your approach to diagnosing and resolving issues. Use the STAR method (Situation, Task, Action, Result) to structure your answers and highlight your logical, structured approach.
✨Understand ITIL Practices
Familiarise yourself with ITIL principles, as they are highly desirable for this position. Be ready to discuss any experience you have with ITIL-aligned practices or how you would apply them in your role. This shows you're not just technically savvy but also understand the framework that supports effective service delivery.
