Job Title: Service Desk Analyst
Salary: £25,000
Location: Swindon (Hybrid) 2/3 days per week on-site

About the role
This role presents an exciting opportunity for an enthusiastic individual with a keen eye for detail and a passion for delivering exceptional service. The primary responsibilities involve managing user access for internal staff and external firms, including the creation, modification, and removal of system accounts and software licenses.

The successful candidate will work closely with internal teams and advisers to resolve access-related queries and ensure smooth user onboarding and offboarding processes. Additionally, the role includes responsibilities around software asset management, ensuring licenses are assigned, managed, and removed efficiently.

Key Responsibilities:

• Following established procedures to manage access for new starters, leavers, and role changes
• Overseeing the leavers' process, ensuring timely return of IT equipment
• Conducting onboarding calls for new starters, assisting them with system access and resolving queries
• Managing access-related tickets, ensuring they are updated, tracked, and escalated when necessary
• Handling the allocation and removal of system licenses, maintaining an accurate record of activities
• Supporting the IT service desk by managing overflow calls during peak times
• Diagnosing and resolving access-related issues, ensuring accurate logging and appropriate escalation
• Conducting access audits and re-verifications for critical systems
• Contacting users who no longer require software licenses to recover them for reallocation
• Maintaining up-to-date access documentation for audit and compliance purpose

Required Qualifications & Experience:

• Experience handling customer calls and managing challenging situations
• ITIL V3 or V4 certification is advantageous
• Knowledge of Active Directory and user administration within Microsoft 365 and Dynamics 365
• Familiarity with data protection regulations and industry standards such as FCA guidelines
• Strong understanding of access management processes, including starters, leavers, and role-based access control

Technical Expertise:

• Microsoft Dynamics user administration
• Active Directory management
• M365 licensing and administration

Key Skills & Competencies:

• Excellent organisational and communication skills
• Professional attitude with the ability to lead by example
• Ability to multi-task and adapt to a fast-paced, agile work environment
• Strong analytical and problem-solving abilities with keen attention to detail
• Ownership of tasks and a proactive approach to issue resolution
• Strong written and verbal customer service skills

What's on Offer:

• Bonus scheme: 7.5% on target
• Pension scheme: employer matches up to 5% contributions and adds an additional 5%
• Critical illness cover, income protection, and death in service
• 25 days of holiday plus bank holidays, with the option to purchase up to 10 additional days
• A flexible benefits package including private medical and dental insurance, among others

This role offers the chance to join a dynamic and growing business that values individual contributions and is committed to professional development. The organisation fosters an inclusive and supportive work culture where employees can thrive both personally and professionally.