Service Desk Analyst

“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 financelendingand 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’relooking for a
Service Desk Analyst
who takes pride in delivering exceptional customer service andhigh-quality technical support in a fastmoving,peoplefocusedorganisation.

You’lljoin a small but highly skilled Service Desk team based in Basingstoke, supporting around
200colleaguesacross multiple UK locations. This is a highly visible,hands-onrole whereyou’llbe the first point of contact for technical issues, troubleshooting, device management, and operational support–making you a key player in ensuring our colleagues canwork effectively every day.

As part of our Technology team, you will:

• Provide friendly,high-qualityfacetoface and remote support across Windows 11, corporate tablets, mobile devices, and both COTS and bespoke applications.

• Build, configure andmaintaindesktop 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,maintainingSLA performance and delivering a highfirst-time fixrate.

• Support a hybrid multi-cloud environment and contribute to ongoing service improvements.

• Produce clear andaccuratedocumentation, knowledgearticlesand process notes.

• Carry out routine system checks and contribute to project work across the Bank.

• Provide monthly onsite support in our London office andparticipatein the outofhourson-callrota.

You’llhave 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.

We’relooking for someone who is technical, proactive and thrives in apeoplecentricrole. In addition:

• Strong working knowledge of Windows 11andM
  365.

• 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 Power Shell scripting skills.

• Understanding of networking fundamentals(TCP/IP, DNS, LAN/WAN, VPN).

• Experience with core services such asFile & Print, NTFS permissions, and GPOs.

• Experience with patching solutions (WSUS), ITSM tools (Fresh Service), 8x8 phone systems.

• Exposure to Azure, AWS, GCP or Hyper-V.

• Experience in a Financial Services environment.

• Relevant certifications (CompTIA, ITIL Foundation, MTA).

• Highly organised andtaskdriven.

• Customerfocusedwithstrong communication skills.

• Calm under pressure, adaptable and pragmatic.

• A team player with a passion forproblemsolvingand continuous learning.

• Competitive salary

• Performance bonus(based on individual and company performance)

• Generous contributory pension through Hargreaves Lansdown

• Life Assurance

• 25 days’ holiday +optionto buy/sell 5 days

• Additional paid volunteering day

• Private healthcare through
  
  Equipsme(includes cash back for Dental and Optical treatment)

• Free access toBHSF RiseEAP to supportcolleaguehealth and wellbeing

• Gym discounts

• Season tickettravelloans (if applicable)

• Hybrid working (3 days in Basingstoke)

• A supportive, inclusive culture where your work has real impact

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 theminimumcriteria 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