Service & Operations Analyst in Service Desk

A typical day in the role involves answering customer calls or chats promptly, fixing customer IT issues, ensuring customer IT issues are logged accurately and managing individual ticket queues to a high standard within agreed target times while meeting customer expectations. Opportunities to undertake ad-hoc tasks and project work may arise.

This role is part of the Service Desk team, who are the first point of contact for IT, Network & Telephony queries from Bank employees. The team provide crucial support to the Bank by recording, investigating, diagnosing and resolving incidents within ITSM (our call logging system).

Minimum Criteria

We’re looking for someone who has the following key skills and experience:

• Demonstrated experience in a people-related role in Technology.

• Experience working on multiple platforms and taking a proactive approach in prioritising workload.

• Excellent communication, inter-personal, team working and task management skills.

Essential Criteria

We are interested in hearing from candidates who have the following capabilities: 

• Excellent customer service skills and business knowledge including effective listening, patience, empathy and diplomacy.
• A commitment to service improvement with a customer focused attitude.
• A high level of quality focus, with an eye for detail and accuracy.
• An understanding and interest in the use of IT within Business functions and ability to understand and react to business priorities and reflect them in call management.
• Confidence to deal professionally with staff at all levels in the organisation.
• Experience using Active Directory 
• Experience using RSA Admin console
• Experience using Microsoft Exchange
• Experience using Intune
• Experience BitLocker
• Experience using Helix
• Experience using Microsoft Applications

 Desirable Criteria

It would also be beneficial, but not necessary, to have some of the following:

• An understanding and interest in the use of IT within Business functions and ability to understand and react to business priorities and reflect them in call management.

• Confidence to deal professionally with staff at all levels in the organisation.

Don't hesitate to apply if you don't meet all the essential criteria. We value diverse perspectives and believe that different backgrounds can contribute to our team's success.

Our Approach to Inclusion

The Bank values diversity, equity and inclusion. We play a key role in maintaining monetary and financial stability, and to do that effectively, we believe we need a workforce that reflects the society we serve. 

At the Bank of England, 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.

From 1st October 2026, we expect all our colleagues to spend a minimum of 50% of their working time in the office per month. This is to capitalise on the benefits of working together in person across teams, while maintaining the flexibility offered by home working. Subject to that minimum requirement, individuals and managers should work together to find what works best for them and their team.
 

Finally, we're proud to be a member of the Disability Confident Scheme. If you wish to apply under this scheme, you should check the box in the ‘Candidate Personal Information’ under the ‘Disability Confident Scheme’ section of the application.

The Bank values diversity and inclusion – we want to reflect the society we serve better, we want the best people to work for us and we want our workplace to be inclusive.  We value all forms of diversity, including but not limited to age, disability, ethnicity, gender, gender identity, race, religion and sexual orientation.  One way we support diversity and inclusion is through our staff run networks.

We are fully committed to having a diverse and inclusive working environment, and are open to considering how the role might be carried out with flexible working. 

Salary and Benefits

We encourage flexible working, part-time working, and job-share arrangements. Part-time salary and benefits are pro-rated as appropriate.

London salary: £28,640 - £32,220

The benefits package currently includes:

- A non-contributory, career-average pension, currently providing a guaranteed retirement benefit of 1/80th of annual salary for every year worked. Through the flexible benefits programme, there is an option to increase accrual to 1/65th or decrease it to 1/105th in exchange for salary. The Bank may vary standard accrual rates and dial-up or dial-down rates, or withdraw the dial-up and dial-down options, at any time.

- A discretionary performance award based on the current award pool.

- An 8% benefits allowance, which can be taken as salary or used to purchase flexible benefits.

- 26 days’ annual leave, with the option to buy up to 12 additional days through flexible benefits.

- Private medical insurance and income protection.

Flexible Working

This role is open to flexible working patterns, which may include:

- Adapting your calendar to accommodate personal commitments, such as school runs, exercise, or appointments.

- Spreading the 50% in-office attendance expectation across the month to accommodate different working patterns.

- Working from abroad, subject to approval and policy.

National Security Vetting Process

Employment in this role will be subject to the National Security Vetting clearance process (and typically can take between 6 to 12 weeks post offer) and the passing of additional Bank security checks in accordance with the Bank policy.  Further information regarding the vetting and security clearance requirements for the role will be provided to the successful applicant, and information about how the Bank processes personal data for these purposes, is set out in the Bank's Privacy Notice.

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.

The Application Process

This role closes on 16th November

Interview w/c 23rd November

Important: Please ensure that you complete the ‘work history’ section and answer ALL the application questions fully. All candidate applications are anonymised to ensure that our hiring managers will not be able to see your personal information, including your CV, when reviewing your application details at the screening stage. It’s therefore really important that you fill out the work history and application form questions, as your answers will form a critical part of the initial selection process.

The assessment process will comprise of two interview stages.

Base Salary: Competitive