IT Service Desk Analyst
@ Interactive investor

Hybrid
Hybrid
Full Time
Posted 17 days ago

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XXXXXXXXX XXXXXXXXX XXXXXXXXXX****** @interactiveinvestor.com
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Job Details

Who We Are

interactive investor is an award-winning investment platform that puts its customers in control of their financial future. With nearly 30 years of experience and assets under administration approaching £75 billion, we are the UK’s number one flat-fee investment platform serving over 450,000 customers.

What We Stand For

Our values are honesty, transparency, decisiveness, and passion. We are committed to helping people confidently take control of their financial future while fostering an environment where everyone can thrive.

Purpose Of Role

This role is an exciting opportunity for an experienced IT Service Desk Analyst to join our dedicated IT Service Desk team. You will be responsible for managing a high volume of inbound incidents and service requests via various channels including email, phone, and in-person support.

Key Responsibilities

  • Log, progress, and resolve IT incidents and service requests.
  • Provide rapid response in line with agreed SLAs.
  • Communicate effectively with customers at all organizational levels.
  • Document all steps taken using the ITSM tool.
  • Escalate calls to the appropriate teams when necessary.
  • Flexibly travel between ii/Aberdeen office locations as required.

Skills & Experience Required

  • Minimum 3 years in a busy technical service desk environment.
  • Proven experience in managing high volumes of queries.
  • Strong troubleshooting skills with Microsoft products including Office 365 and M365.
  • Knowledge of ITIL practices and relevant certifications (MSCP, ITIL) is advantageous.
  • Experience with Windows 10/11 support in an enterprise setting.
  • Working knowledge of laptop, printer hardware, networks, and AV technologies.
  • Ability to manage user accounts and groups in MS Exchange and Office 365.
  • Experience with macOS support is a plus.

Benefits

  • 8% employer pension contribution (4% employee contribution).
  • Life Assurance and Group Income Protection.
  • Private Medical Insurance via Bupa.
  • 25 Days Annual Leave plus bank holidays.
  • Staff discounts, Personal & Well-being Fund, and Retail Discounts.
  • Voluntary Flexible Benefits to suit individual lifestyles.

Key skills/competency

  • IT Service Desk Analyst
  • Incident Management
  • Customer Support
  • Troubleshooting
  • ITSM
  • Microsoft Office 365
  • ITIL
  • Windows Support
  • Technical Diagnostics
  • Communication
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How to Get Hired at Interactive investor

🎯 Tips for Getting Hired

  • Research interactive investor's culture: Understand their mission and values via online resources.
  • Tailor your resume: Highlight ITSM and troubleshooting expertise.
  • Prepare for technical questions: Review Windows, Office 365, and ITIL concepts.
  • Show customer focus: Emphasize strong communication and service skills.

📝 Interview Preparation Advice

Technical Preparation

Review Windows 10/11 support guides.
Practice using ITSM tool simulations.
Study Microsoft Office 365 configurations.
Refresh ITIL basics and incident management.

Behavioral Questions

Explain a time you exceeded SLA expectations.
Describe managing high-volume customer queries.
Discuss a challenging incident resolution experience.
Share how you prioritize multiple tasks.

Frequently Asked Questions