Service Desk Analyst, Tandem

• At Tandem, we're not just a bank; we're a movement for positive change. If you're an ambitious and dedicated Service Desk Analyst, ready to make an impact, we've got a space with your name on it!
• 3-5 years minimum experience in a Service Desk or IT support environment
• Knowledge of IT systems and tools, including Microsoft 365, Active Directory, Intune, Azure, Autopilot, and Freshservice
• Excellent communication and problem-solving skills
• A proactive approach to learning and staying updated on the latest technologies

Desirable

• Monday to Friday, 36.25 hours per week, with participation in a 24/7 on-call rota as required
• The main purpose of the role is to provide first and second line IT support, troubleshoot technical issues, and ensure efficient resolution of incidents and service requests across various systems and platforms
• As a Service Desk Analyst, you will work alongside a team of skilled professionals to provide top-tier IT support. Reporting to the Service Desk Team Leader, you will play a crucial role in maintaining seamless IT operations and delivering excellent service to our users
• Provide first and second line support, resolving incidents and service requests efficiently
• Troubleshoot hardware, software, and network issues, escalating where necessary
• Ensure compliance with service level agreements (SLAs) and IT policies
• Maintain and update knowledge base articles to improve resolution times
• Support onboarding and offboarding processes, including user account setup and deactivation
• Collaborate with other IT teams to address technical challenges and implement improvements
• Monitor and report on service desk performance to contribute to continuous improvement