IT Helpdesk Analyst

Job Application Form

IT Helpdesk Analyst, Mayfair

Employment Type

Full Time, Fixed Term, Contract

Application Start Date

04-07-2025

Application End Date

18-07-2025

Location

Mayfair

State/County

London

Zip Code

W1S 1BQ

Country

United Kingdom

Work Style

Hybrid

Industry

Banking

Position

IT service/support

Experience

2 years +

Description

We are seeking a skilled and customer-oriented IT Helpdesk Analyst to join our team. As an IT Helpdesk Analyst, you will be responsible for providing first-line technical support to our employees, resolving IT issues, ensuring smooth operation of our computer systems and dealing with requests within established SLAs.

This role requires a flexible approach as you will also be responsible for the 1^st and some 2^nd line support of the infrastructure and applications.

Key Responsibilities:

Assist in setting up and provisioning new user accounts on the VDI infrastructure, including Citrix, FSlogix, Nutanix, and Microsoft components.
Manage user access permissions across the environment (Nutanix Files), ensuring that users have appropriate access to resources and applications.
Provide initial troubleshooting support for common user issues related to connectivity, login problems, and application access the environment.
Help users with basic configuration settings for their sessions, including desktop preferences and application settings.
Assist users with password resets and account unlocking procedures
Monitor and manage active sessions to ensure efficient resource allocation and optimal performance for users.
Assist users with session disconnects, logoffs, and session reconnection, resolving issues promptly.
Monitor the performance of the VDI environment, identifying and addressing resource bottlenecks or performance issues that may impact the user experience.
Respond to and resolve IT support requests via phone, email, and ticketing system
Troubleshoot hardware and software issues
Install and configure computer systems and applications
Maintain and update IT documentation
Assist in managing and maintaining virtual desktop pools, which may involve creating, updating, and deleting desktop pools as needed.
Ensure that desktop images are kept up to date and properly patched to maintain security and functionality.
Troubleshoot application access issues within the (Fslogix App Masking) environment, including problems related to application publishing, delivery groups, and application compatibility.
Ensure that security policies and access controls are properly enforced within the environment to maintain a secure computing environment.
Assist in compliance-related activities, such as auditing and access reviews, to meet regulatory requirements and security standards.
Log and prioritise support tickets submitted by users regarding all IT related issues.
Escalate support tickets to higher support tiers when necessary, following established procedures and protocols.
Keep users informed about ticket updates, maintenance schedules, and known issues within the IT environment to maintain transparency and user satisfaction.
Communicate any planned downtime or maintenance activities in advance to minimise disruption to users' work.
Managing all printers
Executing all tasks following the ISO 27001 framework
Asset Management - maintaining, updating, and reviewing the inventory of IT hardware and software

Other Job Requirements:

Strong knowledge of computer systems, networks, and common software applications
Excellent problem-solving and communication skills
Ability to explain technical concepts to non-technical users
Customer-service oriented with a positive attitude

Tools or Equipment Used

Nutanix Files
Microsoft Azure AVD
Microsoft FSlogix
Windows Desktop OS
Microsoft Exchange
Microsoft Active Directory Administration
Citrix VDI Administration
Mimecast Administration
Anti Virus Administration
Telephony Administration
Net2 Access Administration
Manage Engine Service Desk

If you are passionate about technology and enjoy helping others, we encourage you to apply for this exciting opportunity. Join our team and play a crucial role in supporting our organization's IT infrastructure and user experience.

Our Commitment to You

We are committed to ensuring that:

our pay remains competitive in the labour market;
we pay individuals in line with normal industry practice and standards;
our pay is consistent and fair;
we take into account the official data on inflation;
we recognise individual performance and reward employees accordingly; and
individuals are not discriminated against because of gender, marital or civil partnership status, race, religion or belief, sexual orientation, age, disability, gender reassignment, pregnancy and maternity, or because they work part time or on a fixed-term contract.

Our Benefits

x4 Life Assurance
Pension (10% employer contribution)
Private Medical Insurance
Income Protection
Critical Illness Cover
Company Car Scheme
Season Ticket Loan
Gym Membership (Wellhub)
Cycle2Work
EAP

Please note that our benefits are not contractual and we reserve the right to amend or withdraw them at any time. Our benefits are based on certain eligibility criteria and are only applicable to our permanent and fixed term employees. They do not apply to interns, work placements, contractors, consultants or any self-employed individuals working for the organisation.

Personal Information

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Professional Information

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Note

Mandatory

UBL UK is required by law to confirm your Legal Right to Work status prior to commencing employment. To help you determine your Legal Right to Work status, please note you will not require sponsorship if any of the following applies: 1. you are a UK or Irish national; 2. you hold Indefinite Leave to Remain in the UK, 3. you are an EU, Swiss or EEA National (or are a dependent of the same) who holds settled or pre-settled status under the EU Settlement Scheme, 4. you hold a UK visa which allows employment without restrictions. Please refer to the Official UK Home Office website for further details. Do you have the right to work in the UK? * Required

Do you have any convictions, cautions, reprimands or final warnings (including traffic offences) that are not "protected" as defined by the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (as amended in 2013)."NB "The amendments to the Exceptions Order 1975 (2013) provide that certain spent convictions and cautions are "protected" and are not subject to disclosure to employers, and cannot be taken into account. Guidance and criteria on the filtering of these cautions can be found on the Disclosure and Barring Service website. * Required

Do you have any previous work experience with UBL UK? * Required

Have you applied for any other UBL UK vacancies in the past? * Required

Are you aware of any reason that would prevent you taking up employment with UBL UK [or any company in the Bestway group], including, but not limited to, for any of the following reasons: 1. Any legal obligation or requirement, 2. Any potential conflict of interest, or 3. Any restriction in a contract of employment or other agreement with a current or prior employer.* * Required

Have you ever been subject to investigation by or disciplined/cautioned by a regulatory body? * Required

Have you ever been dismissed by a previous employer(s) for gross misconduct or as part of disciplinary action? * Required

If your application is successful UBL UK undertakes people screening as part of its recruitment process, these include; criminal records, address verification, academic qualifications, employment dates and employer references — are you happy to continue with your application? * Required

Other Attachment

Upload CV/Resume*

* PDF format preferred. To upload multiple files, select all at once (Hold CTRL or SHIFT when selecting)

Additional Information*

Privacy Declaration

CANDIDATE PRIVACY NOTICE

UBL UK (the Bank, We, Us) is a "controller" in relation to your personal data. This means that we are responsible for deciding how we hold and use personal data about you. This Candidate Privacy Notice is in relation to you applying for a role with us (whether as an employee, worker or contractor). It makes you aware of how and why your personal data will be used, namely for the purposes of the recruitment exercise, and for how long it will usually be retained. It provides you with certain information that must be provided under the UK General Data Protection Regulation (UK GDPR).

DATA PROTECTION PRINCIPLES

We will always comply with data protection law and principles, which means that your personal data will be:

· Used lawfully, fairly and in a transparent way.

· Collected only for valid purposes that we have clearly explained to you and not used in any way that is incompatible with those purposes.

· Relevant to the purposes we have told you about and limited only to those purposes.

· Accurate and kept up to date.

· Kept only as long as necessary for the purposes we have told you about.

· Kept securely.

YOUR PERSONAL DATA

In connection with your application to work with us, we will collect, store, and use the following categories of personal data about you:

· The data you (or your recruitment agency) have provided to us in your curriculum vitae and covering letter.

· Any data you provide to us during an interview.

· Any adverse material on social media or other websites.

· Documentary evidence of your right to work in the UK

We may also collect, store and use the following types of more sensitive personal data:

· Data about your race or ethnicity, religious beliefs, and sexual orientation.

Data about any reasonable adjustments required at your interview will also be collated.

HOW WE COLLECT YOUR PERSONAL DATA

We collect personal data about candidates from the following sources:

You, the candidate, from which we may collect the following categories of data

Curriculum Vitae and covering letter.
ID, address verification and right to work in the UK documents, such as passport driving licence, birth certificate, bank statements etc.
Evidence of qualifications.

Recruitment agencies, from which we collect the following categories of data:

Curriculum Vitae
Name, Address, Telephone Number, Email address

HOW WE PROCESS YOUR PERSONAL DATA

We will use the personal data we collect about you to:

· Assess your skills, qualifications, and suitability for the role.

· Carry out background and reference checks, where applicable.

· Communicate with you about the recruitment process.

· Keep records related to our hiring processes.

· Comply with legal or regulatory requirements.

Once we receive your CV and other material, we will then process that data to decide whether to shortlist you for the role. If we do, we may invite you for an interview. Data you provide to us at the interview will help us to decide whether to offer you the role. If we decide to offer you the role, it will be conditional on pre-employment checks, including criminal records checks, being satisfactory.

IF YOU FAIL TO PROVIDE YOUR DATA

If you fail to provide data when requested, which is necessary for us to consider your application (such as evidence of qualifications or work history), we will not be able to process your application successfully. For example, if we require a credit check or references for this role and you fail to provide us with relevant details, we will not be able to take your application further.

YOUR SENSITIVE PERSONAL DATA

We will use your particularly sensitive personal data in the following ways:

· We will use data you provide us to consider whether we need to provide appropriate adjustments during the recruitment process, for example whether adjustments need to be made during an interview.

· Upon joining the Bank, we will use data about your race or nationality or ethnic origin, religious, philosophical or moral beliefs, or your sexual life or sexual orientation, to ensure meaningful equal opportunity monitoring and reporting.

AUTOMATED DECISION-MAKING

You will not be subject to decisions that will have a significant impact on you based solely on automated decision-making.

DATA SHARING

During the recruitment process, we do not anticipate sharing data with any third party, other than to check your qualifications and work history, check criminal records and credit checking services, your references, and any recruitment agency that has contacted us on your behalf. If we need to share your personal data with any other third party we will contact you to discuss.

DATA SECURITY

We have put in place appropriate security measures to prevent your personal data from being accidentally lost, used or accessed in an unauthorised way, altered or disclosed. In addition, we limit access to your personal data to those employees, agents, contractors and other third parties who have a defined need-to-know. They will only process your personal data on our instructions and they are subject to a duty of confidentiality. Details of these measures may be obtained from the Data Protection Officer (DPO). We have put in place procedures to deal with any suspected data security breach and will notify you and any applicable regulator of a suspected breach where we are legally required to do so.

DATA RETENTION

We will retain your personal data for a maximum period of twelve months after we have communicated to you our decision about whether to appoint you to the role. This is because we may wish to contact if a further opportunity has arisen.

We will retain your personal data for that period so that we can show, in the event of a legal claim, that we have not discriminated against candidates on prohibited grounds and that we have recruited in a fair and transparent way. After this period, we will securely destroy your personal data in accordance with our data retention policy and applicable laws and regulations.

YOUR RIGHTS OVER YOUR PERSONAL DATA

Under certain circumstances, by law you have the right to:

Request access to your personal data (commonly known as a "data subject access request"). This enables you to receive a copy of the personal data we hold about you and to check that we are processing it lawfully.

Request correction of the personal data that we hold about you. This enables you to have any incomplete or inaccurate data we hold about you corrected.

Request erasure of your personal data. This enables you to ask us to delete or remove personal data where there is no good reason for us continuing to process it. You also have the right to ask us to delete or remove your personal data where you have exercised your right to object to processing.

Object to processing of your personal data where we are relying on a legitimate interest (or those of a third party) and there is something about your particular situation which makes you want to object to processing on this ground. You also have the right to object where we are processing your personal data for direct marketing purposes.

Request the restriction of processing of your personal data. This enables you to ask us to suspend the processing of personal data about you, for example if you want us to establish its accuracy or the reason for processing it.

Request the transfer of your personal data to another party.

If you want to review, verify, correct or request erasure of your personal data, object to the processing of your personal data, or request that we transfer a copy of your personal data to another party, please contact the DPO. We will respond to your request within 30 days, and where we are by law unable to complete your request in full, we will explain this to you.

DATA PROTECTION OFFICER (DPO)

We have appointed a Data Protection Officer (DPO) to oversee compliance with this Candidate Privacy Notice. If you have any questions about how we handle your personal data, please contact the DPO at dpo@ubluk.com, or by writing to:

The Data Protection Officer

UBL UK

2 Brook Street

London W1S 1BQ

020 326 9953

You can also make a complaint to the Information Commissioner’s Office at: ico.org.uk.

The Bank is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and Prudential Regulation Authority.

Telephone calls are recorded and may be monitored for regulatory and training purposes to help maintain service quality.

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