Service Desk Analyst

Job:
Service Desk Analyst – 1st line

Location:

Corby – (On site)

At Bionic, we're making life radically easier for small business owners. We’re building a one-stop shop for business essentials that’s powered by smart technology and world class human service giving them an experience so good that they trust Bionic to sort all their business needs for them.

The role:

We are looking for a Service Desk Analyst to join us in a fast-paced environment where innovative ideas and projects come to life.

In the role of Service Desk Analyst, you'll be part of the Tech Ops Team, supporting approximately 70 users in our Corby office and providing remote support to a further 500+ users across the wider business. This is an on-site role, based in our Corby office with the occasional need to travel to our other offices (expenses covered) where required.

You need to have an aptitude for technology, be a great problem solver and have a passion to learn and grow. A positive, proactive attitude and a genuine desire to learn are key to succeeding in this role.

Day to day responsibilities:

As the Service Desk Analyst your key responsibilities will be:

* First line support to the business and proactive maintenance

* Ensuring all incidents & requests are logged correctly & resolved to SLA

* Resolution of incidents where possible and achieving a high first line fix rate

* Escalate incidents appropriately and in a timely manner

* Perform root cause analysis on problem tickets

* User account administration, access provisioning and permissions management

* Hardware support to include end user devices, printers and peripherals

* Working collaboratively with teams across Technology, supporting project delivery and continual service improvement initiatives.

* Assisting with user onboarding and offboarding processes, including device provisioning and access management.

* Maintaining asset management records and ensuring hardware assets are accurately tracked throughout their lifecycle.

* Provisioning, configuring and deploying user devices

* Supporting meeting room technology and audio-visual equipment

* Maintaining accurate ticket, knowledge base and asset management records

* Participating in IT security initiatives and ensuring adherence to company security policies

* Contributing to process improvements and continuous service enhancement

* Delivering an exceptional customer experience through professional, friendly and effective communication across all support channels

About you:

* Prior experience in a Service Desk Support role

* Experience of supporting Windows 11 and Microsoft 365 services including Teams, Exchange Online, SharePoint and One Drive

* Experience of supporting Mac OS devices

* Desktop and laptop hardware installation and troubleshooting

* Experience in supporting Salesforce is desirable

* Have used machine imaging technologies

* Experience supporting Microsoft Entra  (Azure AD)

* Experience supporting Microsoft Intune or other endpoint management solutions

* Understanding of the ITIL framework and service management principles

* Knowledge of MFA, conditional access and modern authentication technologies

* Strong customer service and stakeholder management skills

* Ability to prioritise workload effectively and work independently

This role offers excellent opportunities to develop into Senior Service Desk roles, Infrastructure, Cyber Security or other specialist IT disciplines.

The interview process:

Initial conversation with our Talent Acquisition Team

1st stage interview with the Hiring Manager & Senior Service Desk Analyst (remote/face to face dependent on availability)

2nd stage interview with either our Head of Tech Ops or a member of our Infrastructure team

About Bionic Group:

The Bionic group has over 600 people working across…