Service Desk Analyst

“Be the face of IT support in a growing, modern, digitally transforming bank.” 

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. 

What you’ll deliver 

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.  

What you’ll bring 

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

Essential experience & skills 

• 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. 

Desirable 

• 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). 

Behaviours 

• 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. 

Why join Castle Trust Bank? 

• Competitive salary 

• Performance bonus (based on individual and company performance) 

• Generous contributory pension through Hargreaves Lansdown 

• Life Assurance 

• 25 days’ holiday + option to buy/sell 5 days  

• Additional paid volunteering day  

• Private healthcare through Equipsme (includes cash back for Dental and Optical treatment) 

• Free access to BHSF Rise EAP to support colleague health and wellbeing  

• Gym discounts 

• Season ticket travel loans (if applicable) 

• Hybrid working (3 days in Basingstoke)  

• A supportive, inclusive culture where your work has real impact 

Caught your attention? If so, we’d love to talk to you and tell you more about what it’s like to work at Castle Trust Bank – The Place To Work!  

Castle Trust Bank is an equal opportunity employer where we celebrate diversity and are committed to creating an inclusive environment for all our colleagues to thrive. We welcome applications from all and will not discriminate against any status/characteristic protected by law and will always base our decisions on merit. 

We are proud to support people with disabilities and are committed to be a Disability Confident employer. If you are a person with a disability and meet the minimum criteria for the role you will be offered an interview. Should you require any reasonable adjustment to support you in your application for one of our opportunities, please contact talent@castletrust.co.uk 

https://www.castletrust.co.uk/careers/who-we-are