Service Desk Analyst

Bionic is a tech-enabled business switching service. We empower small business owners with a radically better way for them to sort their business essentials through smart technology.    

We've evolved into a digital business, investing heavily in talent and a new tech platform, alongside developing unique 'hybrid' web and voice customer journeys, in addition to expanding our range of products. By combining smart technology with world class human service, we help match small business customers with the right energy, insurance, connectivity and finance providers and products - with speed, convenience, clarity and trust.  

The Role 

Location: London - (On site) 

We're looking for an experienced first-line Service Desk Analyst to join our team where innovative ideas and projects come to life. 

As a Service Desk Analyst, you'll be part of the Tech Ops Team, supporting our London Office of c300 people and providing remote support to another 500 users across 3 further offices, and a remote field-based team.   

The role will primarily be based in our London office with the occasional need to travel to our other offices (expenses covered).

Day to day responsibilities: 

As a Service Desk Analyst your key responsibilities will be: 

• First line support to the business and proactive maintenance 

• Ensuring all incidents & requests are logged correctly & resolved to SLA 

• Resolution of incidents where possible and achieving a high first line fix rate  

• Escalating incidents appropriately and in a timely manner 

• Performing root cause analysis on problem tickets 

• All user administration to accounts on request 

• Hardware support to include desktops, laptops, MFDs and all peripherals 

• Assisting with project work 
  

About you 

You'll have an aptitude for technology, be a great problem solver and have a passion to learn and grow. A can-do attitude will get you far, but a will-do attitude will get you even further and we'll support you on that journey. 

You'll also be able to demonstrate: 

• Prior experience in a Service Desk Support role   

• Experience of supporting Windows 10, 11 and O365 suite 

• Experience of supporting Mac OS devices 

• Desktop and laptop hardware installation and troubleshooting experience 

• Your experience using machine imaging technologies 

• Cyber security awareness 

• Strong communication skills 

• That you're a driven team player  
  

Interview process 

• Initial conversation with one of our Talent Acquisition Team 

• 1st stage interview with the hiring manager and a colleague on the Service Desk Team 

• Final stage interview with our Head of Tech Ops 
  

About Bionic Group 

Bionic has over 630 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