IT Service Desk Analyst

Title: IT Service Desk Analyst

Location: Leeds, 5 days on site per week

Salary: From £25,000

interactive investor is a leading flat-fee investment platform based in the UK.

As an IT Service Desk Analyst you will support a high volume of user incidents, requests, and major incidents, providing excellent service to our internal customers. You will work within the interactive investor Service Desk team and collaborate closely with technical teams to meet SLAs and maintain customer satisfaction.

• Take personal responsibility for delivering on objectives in line with company values.
• Log, progress and resolve incidents and service requests following agreed standards and procedures.
• Document all steps taken in the ITSM tool.
• Adhere to standard operating procedures for service requests.
• Escalate calls to appropriate teams.
• Manage customer expectations, ensuring updates in line with SLAs.
• Cover early and late shift in the office (7 am to 5:30 pm) on a rota basis (Early: 07:00 – 15:30, Late: 09:00 – 17:30).
• Provide flexibility to travel across ii/Aberdeen office locations.

• Minimum 4 years’ experience on a technical Service Desk supporting a large number of users.
• Ability to handle high volume queries while maintaining resilience and enthusiasm.
• Proficiency in logging, progressing and resolving service calls using an ITSM tool.
• Strong verbal and written communication skills across all organisational levels.
• Technical understanding of enterprise IT, including troubleshooting Microsoft Office suite, M365, Windows 11, Exchange, Office 365, and laptop/printer hardware.
• Knowledge of ITIL-based service management disciplines.
• Certifications such as MSCP or ITIL advantageous.
• Experience with macOS support considered a plus.
• Recognised IT qualifications beneficial.

To be eligible for this role you must be able to cover early and late shift in the office (7 am to 5:30 pm) on a rota basis. Early: 07:00 – 15:30, Late: 09:00 – 17:30.

• Group Personal Pension Plan – 8% employer contribution and 4% employee contribution
• Life Assurance and Group Income Protection
• Private Medical Insurance – Provided by Bupa
• 25 days annual leave, plus bank holidays
• Staff discounts on investment products
• Personal & Well‑being Fund – supporting physical and mental wellness
• Retail discounts at a wide range of high street and online retailers
• Voluntary Flexible Benefits – tailor benefits to suit your lifestyle

Please Note: We will do our utmost efforts to respond to all applicants. However, due to the high volume of applications, if you haven’t been contacted within 30 days of application, please consider yourself unsuccessful.

interactive investor operates in accordance with the UK Equality Act 2010. We welcome applications from individuals of all ages, disabilities, gender identities, marital status, pregnancy/maternity, race, religion or belief, sex, and sexual orientation. We are committed to treating all applicants fairly and making reasonable adjustments where needed to support disabled applicants. We actively prevent all forms of discrimination, harassment, and victimisation—whether direct, indirect, associative, or perceptive.