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About the Role

The Senior Service & Operations Analyst (2nd Line Desktop Support) plays a critical role in keeping the business running smoothly by resolving complex technical issues and supporting end users beyond first line troubleshooting. This is an exciting, hands-on role combining deep technical problem-solving with direct user engagement across a dynamic IT environment.

Responsibilities

• Troubleshoot and fix problems with laptops, desktops, peripherals, and mobile devices.
• Provide support for Microsoft 365 apps, operating systems, and key productivity tools.
• Respond to walk‑up support requests and scheduled desk‑side visits.
• Escalate more complex issues while maintaining ownership and clear communication.
• Assist with the 1st Line Service Desk Team to share knowledge and upskill.
• Collaborate with a peer to resolve a complex issue.
• Apply workarounds and resolutions to IT Incidents to restore acceptable IT Services to the Business.
• Carry out diagnostic or test procedures to identify the cause of an incident either remotely or by visiting the customer.
• Document workarounds and feed into the Problem Management process to identify and resolve repeat incidents as problems.

Requirements

• Ability to prioritise tasks effectively in a fast-paced environment.
• Strong problem-solving and troubleshooting capabilities.
• Ability to work independently as well as part of a team.
• Calm and professional approach when managing high-pressure or urgent issues.
• Experience managing multiple tasks in a demanding environment.
• Strong customer service mindset with a focus on user satisfaction.
• Excellent communication skills, with the ability to explain technical concepts to non-technical users.
• Inter-personal, team working and task management skills.
• Ability to learn quickly and adapt to new systems, tools, and technologies.
• Proven experience providing desktop / end user support in a corporate or enterprise environment.
• Strong working knowledge of Microsoft Windows operating systems (Windows 11).
• Hands-on experience supporting Microsoft Office applications, including Outlook, Word, Excel, PowerPoint, SharePoint, and Teams.
• Working knowledge of Active Directory, including user account management, group memberships, and basic troubleshooting.
• Experience administering and supporting Microsoft Exchange, including mailbox management and email troubleshooting.
• Familiarity with Microsoft Intune for device management, policy enforcement, and endpoint compliance.
• Experience managing and troubleshooting BitLocker encryption and recovery processes.
• Working knowledge of RSA Admin Console for authentication, access management, and token support.
• Experience using Remedy (or similar ITSM tools) for incident logging, tracking, and resolution in line with SLAs.
• Ability to maintain clear and accurate documentation, including ticket notes and knowledge base updates.
• Strong hardware troubleshooting skills across laptops, desktops, peripherals, and mobile devices.
• Strong software troubleshooting skills across App-V, Citrix, SCCM, Intune.
• Ability to diagnose and resolve network connectivity issues, including VPN, Wi-Fi, and client-side LAN problems.
• Experience providing both remote and desk-side support to users across multiple locations.
• Developing understanding of the Bank’s core functions, including awareness of how different business areas operate and the importance of supporting critical business periods.
• ITIL Foundation v4 certification.
• Some exposure to working in a financial banking services or regulated environment, with an interest in security, compliance, and risk awareness.

Skills

• Microsoft 365 apps
• Microsoft Windows operating systems (Windows 11)
• Microsoft Office applications (Outlook, Word, Excel, PowerPoint, SharePoint, Teams)
• Active Directory
• Microsoft Exchange
• Microsoft Intune
• BitLocker encryption
• RSA Admin Console
• Remedy (or similar ITSM tools)
• App-V
• Citrix
• SCCM
• VPN
• Wi-Fi
• LAN
• Hardware troubleshooting
• Software troubleshooting
• Network connectivity troubleshooting
• Remote support
• Desk-side support

Location

• London

Work Type

• Fixed Term Contact, 12 Months
• Full Time
• Flexible Working Options
• 50% in-office attendance requirement
• Working from abroad policy

Experience Level

• Senior
• 2nd Line Desktop & Exec Support

Salary/Compensations

• £33,600 - £37,800

Benefits

• Non-contributory, career average pension (1/80th of annual salary per year, with option to adjust)
• Discretionary performance award
• 8% benefits allowance (can be taken as salary or flexible benefits)
• 26 days’ annual leave with option to buy up to 12 additional days
• Private medical insurance
• Income protection

About the Company

• We are the UK's central bank - and we are a bank like no other; known by our peers for our world-leading thinking on policy and strategy.
• Our mission is to promote the good of the people of the UK by maintaining monetary and financial stability. We seek to keep prices stable and people's money safe.
• We know our work matters to people, to families, up and down the UK.
• We are driven by curiosity and the desire to do important, challenging work.
• It takes a great team to run the Bank of England. We rely on each other to play our part.
• We benefit from a collaborative culture and long-established flexible ways of working, supporting our colleagues balance their work and personal lives.
• We strive to be a place where people feel they belong and have equal access to opportunities, because different perspectives helps us make the best decisions for the public.
• There's much to gain from working with us - from career defining work at the heart of the UK economy, being part of a fantastic team, and a rewarding compensation package.
• Join us and find a bank like no other. Together, we can make a difference.

Equal Opportunity

• The Bank values diversity, equity and inclusion.
• We want all colleagues to feel valued and respected, so we're working hard to build an inclusive culture which supports people from all backgrounds and communities to be at their best at work.
• We celebrate all forms of diversity, including (but not limited to) age, disability, ethnicity, gender, gender identity, race, religion, sexual orientation and socioeconomic status.
• We believe that it’s by drawing on different perspectives and experiences that we’ll continue to make the best decisions for the public.
• We welcome applications from individuals who work flexibly, including job shares and part time working patterns.
• We've also partnered with external organisations to support us in making adjustments for candidates and employees in the recruitment process where they're needed.
• We're proud to be a member of the Disability Confident Scheme.
• The Bank of England welcomes applications from all candidates, but as a UK Visas and Immigration (UKVI) approved sponsor, we have a responsibility to comply with the Immigration Rules and guidance. As such, our ability to employ individuals who require sponsorship for immigration purposes is limited.
• The Bank cannot guarantee that you and / or the role you are applying for will be eligible for sponsorship and that any application made to UKVI will be successful. Eligibility will therefore be considered on a case by case basis.