GBV Ltd

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.

IT Service Desk Manager Location: Swindon Salary: £55K - £63K per year Type: Full-time, 4x per week on-site Role Overview: We are seeking a dedicated IT Service Desk Manager to lead a skilled team responsible for delivering exceptional IT support. Your primary focus will be to ensure service excellence, manage support processes efficiently, and promote a proactive approach to improving the customer experience. The role requires regular attendance at our Swindon office, four days a week. Key Responsibilities: Lead the team in adhering to ITIL processes, quality management, risk management, and security policies. Oversee daily operations to ensure high-quality service for all internal and external clients. Manage, inspire, and develop team members to meet performance targets. Resolve IT support issues by collaborating with other support teams. Enhance team performance and efficiency, and explore methods to reduce call volumes in collaboration with relevant managers. Organize and prioritize team tasks effectively. Build and maintain strong relationships with key stakeholders to ensure high customer satisfaction. Qualifications and Skills: Extensive experience managing a Service Desk team in various settings. Proven track record in implementing ITIL processes and industry best practices. Strong technical background with expertise in Office 365, desktop, and application support. Experience in regulated environments or with financial advisors is advantageous. Preferably degree-qualified, with an MSc or equivalent experience. Experience with Assyst is beneficial. In-depth knowledge of Active Directory and technical support skills. Excellent communication skills and ability to interact with stakeholders at all levels. Highly motivated with a passion for exceptional service delivery. Strong analytical, problem-solving, and organizational skills. Proactive in problem management, with the ability to collaborate with other teams and external providers.

I have an immediate requirement for a Service Desk Analyst for my client based in Swindon. Key Accountabilities: Following documented processes to allocate access for starters, leavers, movers. To manage the leavers process to ensure that all IT equipment Is returned. To conduct a new starters welcome calls supporting them to log on to the system and answer queries. To follow the ticket best practice guide making sure tickets and requestors are regularly updated. Responsible for all types of access Including allocation and removal of licences Act as an overflow to help support the IT Service desk answering incoming calls during the lunch time period and seasonal peak times. Diagnose and resolve access related problems accurately making sure they are logged correctly and either closed or escalated appropriately To carry out access audits and re-verification of access for critical systems. Contacting people who have not used software to see If licence can be removed. Maintain Access documentation and ensure it is kept up to date. Qualifications/Experience/Knowledge: Experience in call handling and dealing with difficult and demanding situations ITIL V3 or V4 an advantage Knowledge and Experience of Active Directory Knowledge of 0365 Admin Centres and User Administration within Dynamics 365 advantageous. A good knowledge of Data Protection, and FCA regulations A good understanding of starters and leavers process, as well as role Based Access Controls Technical Knowledge: Microsoft Dynamics User Administration Active Directory M365 licensing portal Skills and Competencies: Good organisation and communication skills Have a bright professional attitude and lead by example work ethic. Have the ability to multi-task and stay organized in a agile working environment. Be analytical & inquisitive with excellent attention to detail. Ability to be able to change priorities on a day-to-day basis Good at problem solving - required to get underneath incidents and identity where and what has gone wrong Ownership of requests Excellent written & customer service skills Role is paying £25k and expected to be on site 3 days per week.