At a Glance
- Tasks: Lead the transformation of Service Desk and End User Support in a dynamic banking environment.
- Company: Join a leading financial services firm with a focus on innovation and collaboration.
- Benefits: Competitive daily rate, flexible working options, and opportunities for professional growth.
- Other info: Exciting role with potential for career advancement in a fast-paced industry.
- Why this job: Make a real impact by enhancing user experience and service quality in a multi-supplier setting.
- Qualifications: 8+ years in Service Management or IT Operations, with strong stakeholder management skills.
The predicted salary is between 60750 - 74250 £ per year.
Rate
up to £577.76 p/d Umbrellainside IR35
Lead the design and transformation of Service Desk and End User Support services across a complex multi-supplier banking environment.
Define service operating models, support architectures, shared responsibility frameworks, service integrations, and operational data flows to improve service quality, resilience, user experience, and governance.
Key Responsibilities
- Define the Service Desk target operating model, architecture standards, and transformation roadmap.
- Design scalable, resilient, and secure support services aligned to business and technology strategies.
- Define support tiers, escalation models, service boundaries, and operational governance.
- Shared Responsibility Model
Design and maintain accountability frameworks across
- Service Desk (L1)
- Application Support
- Infrastructure & Network Teams
- Security Operations
- Third-Party Suppliers
- Service and Business Owners
- Develop RACI matrices, escalation paths, and supplier operating models.
- Ensure clear ownership for incidents, service requests, problems, changes, knowledge, and service performance.
- Data Flows & Service Integration
Define end-to-end operational data flows across
- Service Now / ITSM platforms
- CMDB
- Monitoring and Event Management tools
- IAM platforms
- Endpoint Management solutions
- Security platforms
- Cloud environments
- Business applications
- Design integrations that improve automation, service visibility, reporting, and operational efficiency.
- Establish data ownership, governance, lineage, and data quality controls.
- Eliminate operational silos and improve end-to-end service observability.
- Service Integration & Governance
- Design service integration frameworks across multiple suppliers and internal support teams.
- Establish KPIs, SLAs, OLAs, XLAs, reporting, and governance models.
- Support service transitions, operational readiness, and continual service improvement initiatives.
- Automation & AI
- Identify opportunities for self-service, virtual agents, workflow automation, AI-assisted support, and ticket reduction.
- Drive improvements in user experience and operational efficiency through automation.
- 8+ years in Service Management, Service Desk Architecture, IT Operations, or Workplace Services.
- Experience within SIAM / multi-supplier environments.
- Expertise in shared responsibility models and service ownership frameworks.
- Strong understanding of operational data flows, service integration, and governance.
- Hands-on experience with Service Now, CMDB, monitoring tools, IAM, endpoint management, and cloud support models.
- Excellent stakeholder management and communication skills.
- Experience within Financial Services or highly regulated environments preferred.
- Preferred
- Experience working with global banking organisations.
- Understanding of operational resilience, regulatory controls, audit requirements, and outsourced service delivery models.
All profiles will be reviewed against the required skills and experience.
Due to the high number of applications we will only be able to respond to successful applicants in the first instance.
We thank you for your interest and the time taken to apply!
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Service Desk Analyst in Sheffield employer: Undisclosed
Join a leading telecommunications organisation that values innovation and creativity, offering a dynamic work culture where your project management skills can shine. With a focus on employee growth and development, you'll have access to exciting brand and event projects in a hybrid working environment in London, allowing for a perfect balance between collaboration and flexibility. This role not only provides competitive compensation but also the opportunity to work alongside talented professionals in a fast-paced setting, making it an excellent choice for those seeking meaningful and rewarding employment.
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Analyst in Sheffield
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what Undisclosed values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
✨Show Off Your Skills
Create a personal project or case study relevant to the challenges Undisclosed might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
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Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at Undisclosed!
✨Direct Apply to Undisclosed
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We think you need these skills to ace Service Desk Analyst in Sheffield
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at Undisclosed.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at Undisclosed. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at Undisclosed
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
