{"id":3960643,"url":"https://alion.io/job/procentia-it-service-desk-analyst","title":"IT Service Desk Analyst","company":{"id":690219,"name":"Procentia","domain":"procentia.com","url":"https://alion.io/company/procentia","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Teamtailor","truth_index":null},"role":"Support","role_family":"Support","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Bristol, United Kingdom"],"countries":["GB"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Azure","optional":false},{"name":"Service Desk","optional":false},{"name":"SQL","optional":false},{"name":"Windows","optional":false}],"status":"live","first_seen_at":"2026-11-09T08:03:13Z","employer_posted_date":"2026-11-09","last_verified_at":"2026-11-12T00:28:40Z","board_verified":true,"closed_at":null,"days_open":2,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":2},"description":"About us\nProcentia, part of the Brightwell Group, is an award-winning software and technology company specialising in the Pensions and Pension Risk Transfer/Bulk Purchase Annuities market. Established in 2002, the business is renowned for its web-based pensions administration and management system, IntelliPen.\nProcentia’s products and solutions help pension schemes and administrators of all types and sizes manage exceptional volumes of data, meet the demand for self-serve technology, and provide meaningful, consumer-like experiences that users expect from modern online financial platforms while minimising the need for administrator intervention and involvement.\nWith offices in the UK and North America, Procentia supports some of the largest pension schemes, insurers and retirement plans across the private and public sectors, including BP, British Airways Pension Scheme, BTPS, Chicago Transit Authority, Legal & General Retirement America, Retirement System City of Detroit, Rolls-Royce, Royal London, and Universities Superannuation Scheme.\nThe job:\nAs part of our continued growth, we are recruiting an IT Service Desk Analyst to join the IT Service Desk. The role will primarily manage incidents and service requests through Zendesk, providing first line technical support to colleagues and business users, while offering excellent opportunities for professional growth and development.\nProcentia hosts client operations in Microsoft Azure Public Cloud, including the IntelliSuite applications, SQL Server databases and supporting software. The IT Service Desk Analyst will help support the infrastructure underpinning these hosted services.\nHere's what you'll be doing:\nManage employee accounts, including new starters, leavers and role changes.\n\nProvide hardware and software support, set up employee devices, and assist users via Teams, email, telephone and in person.\n\nManage employee accounts, including new starters, leavers and role changes.\n\nSupport network setup, troubleshoot connectivity issues, and monitor performance and security.\n\nMonitor backups and restore data when needed.\n\nFollow security policies, maintain antivirus protection, and promote cybersecurity best practice.\n\nMaintain IT asset and configuration records, create user guides, and stay informed about emerging technologies and risks.\n\nKey skills and experience:\n·· Strong problem-solving abilities.\n· Excellent communication skills.\n· Ability to work independently and as part of a team.\n· A practical, hands-on background in IT infrastructure support, including storage, servers and networking.\n· Exposure to physical and virtualised Microsoft Windows environments\n· Experience working with service desk or ticketing platforms (Zendesk experience desirable).\nLets talk about what's in it for you...\n· 25 days holiday (plus public holidays) increasing with length of service up to a maximum of 28 days, with carry over of up to 1 week\n· Buying and Selling holiday (up to 1 week)\n· Volunteer day\n· 5% Employer contribution pension\n· Life Assurance\n· Private Medical Insurance\n· Employee Assistance Programme (EAP)\n· Health care cash plan\n· Tusker - Electric Car Leasing scheme\nDon’t meet every requirement?\nWe know that some candidates, particularly women, disabled people, LGBTQ+ individuals, neurodivergent people, and those from ethnic minority backgrounds, may hesitate to apply unless they meet every listed requirement. At Procentia, we’re committed to building a diverse, inclusive workplace where everyone can thrive. If this role excites you but your experience doesn’t align perfectly with every requirement, we encourage you to apply anyway. 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