Service Desk Analyst

Castle Trust Bank

Service Desk Analyst providing IT support for employees at Castle Trust Bank. Delivering high-quality customer service and technical support in a hybrid work environment.

Posted 4/17/2026full-timeBasingstoke • 🇬🇧 United KingdomMid-LevelSeniorWebsite

Tech Stack

Tools & technologies

AzureCloudDNSTCP/IP

About the role

Key responsibilities & impact

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.

Requirements

What you’ll need

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.

Benefits

Comp & perks

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)

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Windows 11M365device buildsconfigurationmanagementAutopilotInTunePowerShellActive DirectoryAzure Active Directory

Soft Skills

customer supportincident resolutionservice request managementdocumentationcommunicationproblem-solvingteam collaborationattention to detailtime managementadaptability