Service Desk Analyst

At Castle Trust Bank we pride ourselves in being a fintech challenger bank, providing specialist property mortgages, retail finance lending and 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’re looking for a Service Desk Analyst who takes pride in delivering exceptional customer service and high-quality technical support in a fastmoving, people focused organisation. 

You’ll join a small but highly skilled Service Desk team based in Basingstoke, supporting around 200 colleagues across multiple UK locations. This is a highly visible, hands-on role where you’ll be the first point of contact for technical issues, troubleshooting, device management, and operational support – making you a key player in ensuring our colleagues can work effectively every day. 

As part of our Technology team, you will: 

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

• Build, configure and maintain desktop 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, maintaining SLA performance and delivering a high first-time fix rate. 

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

• Produce clear and accurate documentation, knowledge articles and process notes. 

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

• Provide monthly onsite support in our London office and participate in the out of hours on-call rota. 

You’ll have 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’re looking for someone who is technical, proactive and thrives in a people centric role. In addition:

• Strong working knowledge of Windows 11 and M365. 

• 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 PowerShell scripting skills. 

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

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

• Experience with patching solutions (WSUS), ITSM tools (FreshService), 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 and task driven. 

• Customer focused with strong communication skills. 

• Calm under pressure, adaptable and pragmatic. 

• A team player with a passion for problem solving and continuous learning.