1st Line Service Desk Analyst: IT Support & Customer Care

Handelsbanken; Greater London; Hybrid; GBP 30,000 - 42,000; Full time

Benefits offered by this job

Flexible benefits package

Job summary

Handelsbanken in London invites applications for a Service Desk Analyst to join the UK IT Services team. You will provide first-line support to our branch network and London/Manchester offices, handling incidents, requests, and password resets with a focus on customer service and timely resolution.

The role requires strong English, ITIL awareness, and hands-on knowledge of Windows 10, AD, and service management tools. It is a full-time, on-site position with shift coverage.

Qualifications

• Previous Service Desk/Customer Service experience
• Knowledge of PC/Laptop hardware support
• Knowledge of Windows 10
• Knowledge of iPhone/tablet, Airwatch support
• Knowledge of Microsoft Suite of applications
• Basic Knowledge of Lotus Notes, Active Directory, HP Service Manager, WAN/LAN
• Working within SLA’s
• ITIL knowledge

Responsibilities

• Providing excellent customer service to the business
• Logging and prioritising jobs – internal calls/ITSD mailbox/IT Hub tickets
• 1st Line technical support – Incident Management/Request Fulfilments/Problem Management
• User password resets
• A/D permissioning - Grant access to folders/applications
• Managing hardware life cycling
• Undertaking colleague IMACs (Installs, Moves, Adds, Changes)
• Admin support for IT Order/UK Store portal – internal systems
• Admin support IT Hub – internal system
• Shift Cover – Providing support from 08.00-18.00

Skills

Previous Service Desk/Customer Service

PC/Laptop hardware support

Windows 10

iPhone/Tablet support

AirWatch

Microsoft Office / Microsoft 365

Lotus Notes

Active Directory

WAN/LAN

SLA knowledge

ITIL knowledge

Tools

HP Service Manager

Lotus Notes

Active Directory

WAN/LAN

Job description

Handelsbanken in London invites applications for a Service Desk Analyst to join the UK IT Services team. You will provide first-line support to our branch network and London/Manchester offices, handling incidents, requests, and password resets with a focus on customer service and timely resolution.

The role requires strong English, ITIL awareness, and hands-on knowledge of Windows 10, AD, and service management tools. It is a full-time, on-site position with shift coverage.