Service Desk Analyst

Excited to grow your career?

Our purpose is to empower people to save and invest with confidence. We are looking for great people to join us, so please come and invest in YOUR future at HL.

About the role

We have an exciting opportunity for an IT Service Desk Analyst to join our Service Desk. This presents an excellent career development opportunity to join an experienced team. You will provide exceptional IT support to internal colleagues, prioritising the delivery of the best client experience. As the first point of contact for all incidents and service requests, you will triage tickets and provide efficient first-line support, while adhering to service management processes and standards. You will escalate tickets as necessary while maintaining accurate records and keeping callers informed throughout the request and incident lifecycle.

What you'll be doing

• Identify repeat issues and implement better working practices for high-quality service delivery to help drive continuous improvement
• Meet SLA's and KPI's by managing workload effectively
• Build effective relationships with colleagues and stakeholders to aid IT support and the delivery of high standards of service
• Actively seek to learn about Hargreaves Lansdown services and systems. Understanding functionality and impacts to aid with better incident management
• Create and update Knowledge Items and relevant documentation for effective incident and request management
• Foster a welcoming and inclusive environment in all internal support interactions and strive to accommodate diverse needs of colleagues
• Uphold respectful and fair practices in all interactions with colleagues by being transparent and truthful in all communications and ticket handling
• Strive for excellence in providing IT support by consistently adhering to high professional standards and continuously seeking opportunities for improvement
• Act with integrity and responsibly in all business dealings
• Maintain confidentiality by securely handling client and colleague information, adhering to data protection policies and procedures while performing the role
• Ensure the well-being and safety of internal colleagues by following established health and safety policies and procedures during the provision of IT support
• Act in an environmentally responsible manner by properly disposing of IT equipment and other related waste, such as toner and printer consumables, to align with the company's commitment to sustainability and care for the community

About you

• Experience working on a Service Desk
• Excellent communication skills, both written and verbal, together with polite telephone manner
• Friendly and approachable with good customer service skills and able to communicate with colleagues who have varying IT knowledge
• Excellent troubleshooting and investigation skills
• Able to work in a team or alone and effectively collaborate to achieve common goals plus the ability to self-manage competing workloads & effectively prioritise
• Experience of adhering to audited procedures
• Risk awareness: ability to determine and mitigate risk
• Experience in using operation systems with either Windows 10/11, Linux or Mac based applications
• Analytical and problem-solving mindset
• Aptitude to learning, understanding and applying technical skills
• Working knowledge of:
  • Microsoft Azure
  • Microsoft Exchange
  • Active Directory
  • Office 365 Suite

Desirable:

• Proficient in use of ticketing systems (ITSM) (eg ServiceNow, Jira, Freshdesk etc)
• Proficient in use of knowledge systems (Confluence, Sharepoint)
• Powershell Scripting
• ITIL certified or working knowledge
• VPN Technologies
• Networks familiarity
• Secure communications experience
• Microsoft office proficient
• Basic Wi-Fi knowledge
• Personal interest in IT

Interview process

This will be a 1 stage interview process consisting of behavioural and competency based questions.

Working Schedule

We are looking for a Service Desk Analyst to join our team, based in Bristol head office, BS1 5HL. This role is a permanent, full time, 37.5 hours per week, Monday to Friday. We offer a hybrid flexible working pattern to enable you the option of working from home and coming into the office.

Why us?

Here at HL, we're the UK's number 1 investment platform for private investors, based in Bristol. For more than 40 years we've helped investors save time, tax and money on their investments.

To achieve our mission, we believe we have a workplace like no other, with constant learning, dynamic teams, and a great ethos. We're steered by core values that promote service, quality, innovation, and opportunity in everything we do.

What's on offer?

• Discretionary annual bonus* & annual pay review
• 25 days* holiday plus bank holidays and 1-day additional Christmas closure time
• Option to purchase an additional 5 days holiday per year at annual enrolment
• Flexible working options available, including hybrid working
• Enhanced parental leave
• Pension scheme up to 11% employer contribution
• Sharesave scheme - have a real stake in HL's future
• Income Protection & Life insurance (4 x salary core level of cover)
• Private medical insurance*
• Health care cash plans - including optical, dental, and out patientcare
• Help@hand and an Employee Assistance Programme
• Gympass - gym memberships and wellbeing apps available
• Variety of travel to work schemes with free bike storage and shower facilities
• An inhouse barista serving subsidised coffee and snacks
• Join HL's sports, I&D networks and volunteering groups (two paid volunteering days per year)
• LifeWorks Discounts on services, restaurants and retailers

* dependant on role level

We know that sometimes people can be put off applying for a job if they don't tick every box. If you're excited about working for us and have most of the skills or experience we're looking for, please go ahead and apply. We'd love to hear from you!

Hargreaves Lansdown is an inclusive employer that values diversity in its workforce. We encourage applications from all individuals without regard to race, religion, gender, sexual orientation, national origin, disability or age.

This role may also be available on a flexible working or part time basis - please ask the Recruitment & Onboarding team for more information.

Please note, we are unable to provide employment sponsorship to candidates.

#HLI