Senior Service Desk Analyst

At Bionic, we're making life radically easier for small business owners. We’re building a one-stop shop for business essentials that’s powered by smart technology and world class human service giving them an experience so good that they trust Bionic to sort all their business needs for them.

The role

We are currently looking for a Senior Service Desk Analyst to join us in a fast-paced environment where innovative ideas and projects come to life.  

In the role of a Senior Service Desk Analyst here at Bionic, you will be predominantly based in our brand new office in Luton, although you will be expected to travel to other offices on occasions to work on projects with 3rd line support teams and to be hands on in fixing issues in person (such as our Chelmsford & London offices). You'll be part of the Service Desk Team working closely with the infrastructure team; significantly contributing to the smooth running of the IT Service Desk operation by providing IT Services support across all areas of the business at 2nd line level, adhering to IT procedures and (ITIL) standards.

You will be supporting the Service Desk analysts on tickets they escalate to you. You need to be keen to learn new skills, be a great problem solver and have a passion to learn and grow. You will need to be comfortable with tasks outside of your usual comfort zone as you will be expected to liaise with other 3rd line support teams (not just infrastructure) within the business, as well as other business units in resolving incidents. You will have the opportunity to be proactive and take the lead with new developments and initiatives. You will also have the opportunity to deputise for the Service Desk manager where required, such as following major incident management process and tackling problems raised through problem management. 

The day to day

As the Senior Service Desk Analyst your key responsibilities will be:

• Be the day-to-day point of contact for senior leadership in Luton, ensuring site support meets and exceeds expectations, with management support. 

• Acting as the main 2nd line support analyst in Luton for the team and tackling complex issues / problems and/or fulfilling Service Requests which require elevated privileges. 

• Working collaboratively with other IT teams to escalate and resolve complex issues. 

• Working with 3rd parties outside of the company to improve service within the business. 

• Focus on Service Desk Continual Service Improvement initiatives. 

• Perform root cause analysis on problem tickets. 

• Assisting the Infrastructure team with project work. 

• Performing regular Quality Assurance checks on tickets and feeding back to team via the appropriate channels. 

• Monitor and prioritize incidents and service requests to ensure timely resolution. 

• Ensuring hardware stock levels remain appropriate and working with the Service Desk team to ensure new joiners have a great onboarding experience. 

• Provide mentorship and training to Service Desk Analysts to enhance their technical skills. 

• Develop and maintain technical documentation, including knowledge base articles and procedures. 

• Analyze trends and recurring issues to recommend and implement process improvements. 

• Ensure compliance with IT policies and procedures and contribute to the development of best practices. 

About you

• Demonstrable experience in Service Desk Roles with clear progression. 

• Experience of supporting Windows 10/11 and O365 suite 

• Experience supporting macOS 

• Apple iPad & iPhone knowledge 

• Active Directory administration 

• Desktop and laptop hardware installation and troubleshooting 

• Experience within a sales environment advantageous 

• MFD support including ‘follow me’ printing 

• Microsoft Teams support 

• Mimecast 

• Worked in a cyber security aware environment 

• Service Desk management technologies 

The interview process

• Initial conversation with our Talent Acquisition Team
• 1st stage interview with the Hiring Manager
• 2nd stage interview with some of the wider team

About Bionic Group

Bionic has over 700 people working across three office locations and four businesses; Bionic - London, Bionic Outbound – Luton, Think Business Loans – Chelmsford, and Smart – Field based agents.

We have a high energy work environment wherever the location; you can feel the passion the moment you walk through our door! Our work environments are packed with amazing people and energy, hubs of collaboration, creativity and fun! We’re one team, we get stuck in, we roll our sleeves up and we care about helping each other out wherever we can. We set the highest standards and show up every day to be the best version of ourselves.

Working at Bionic means provides you many opportunities to advance your career, with incredible progression, recognition, and reward.

Benefits

We know that our employees are what sets us aside from our competitors, our benefits are just part of the way we say thanks.

Enhance your health & wellbeing 🌱

• Private healthcare cover
• Employee Assistance Programme, including a virtual GP service, priority physio & talking therapies
• Eyecare scheme

Taking time away from work 🏖️

• 25 days annual leave plus the 8 UK bank holidays, increasing with tenure
• 1 paid family/religious day of leave per year - following successful probation period
• 1 paid charity volunteering day per year
• Option to buy/sell up to an additional 3 days leave per year

Family matters: for the special moments 🏠

• Enhanced maternity, paternity or shared parental leave
• 2 days off for your wedding upon joining, and up to 5 days after 2 years' service
• Flexible working options & a hybrid work approach

Financial wellbeing 💸

• Auto-enrolled salary sacrifice pension scheme
• Life assurance
• Season ticket Loans, salary advances & loans to buy/rent a home – based on tenure
• Cycle to work scheme

Recognition 🌟

• Highflyers incentive, a VIP experience for our high performers across Bionic group to celebrate success
• Company summer & Christmas party celebrations, business and local zonely & annual awards and recognition
• Long service awards