Service Desk Analyst

Hargreaves Lansdown Asset Management Limited; Bristol; Hybrid; GBP 24,000 - 29,000; Full time

Job summary

A leading investment platform in Bristol seeks an IT Service Desk Analyst to provide high-quality support to employees. Key responsibilities include managing incidents, utilizing IT systems, and collaborating with security teams. Candidates should have substantial IT support experience, knowledge of Microsoft technologies, and strong communication skills. This permanent role offers a competitive salary, hybrid working options, and a collaborative team environment.

Benefits

Annual bonus and pay review

25 days holiday plus bank holidays

Flexible working options

Enhanced parental leave

Pension scheme up to 11% employer contribution

Private medical insurance

Gym memberships

Employee assistance programme

Qualifications

• Proven experience in IT support or a similar role.
• High security and data protection standards.
• Basic Network Troubleshooting skills.

Responsibilities

• Provide first and second line IT support via various channels.
• Maintain records using ServiceNow and manage incidents.
• Collaborate with Identity Access Management to ensure system security.

Skills

IT support experience

Communication skills

Problem-solving approach

Microsoft Azure

Microsoft Exchange

Education

ITIL certification or equivalent knowledge

Tools

ServiceNow

Active Directory

Office 365 Suite

Confluence

SharePoint

Job description

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.

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!

About the role

Hargreaves Lansdown isn't just the UK's number one platform for private investors: we're also a technological innovator. Our IT Service Desk is pivotal to our operations, delivering unmatched support and ensuring the robustness of our IT systems. This is an exciting opportunity for an IT Service Desk Analyst to join our Service Desk.

As a Service Desk Analyst at HL, you will gain excellent career development, learning opportunity and guidance from an experienced team. You will provide exceptional IT support to internal colleagues, prioritising the delivery of high-quality IT support to all Hargreaves Lansdown employees. As the first point of contact for all incidents and service requests, you will triage tickets and provide efficient IT support while adhering to service management processes and standards. You will elevate tickets as necessary while maintaining accurate records and keeping callers informed throughout the request and incident lifecycle.

What you'll be doing

• First and Second Line support for all IT-related incidents and service requests via phone, self-service and in person. Efficiently categorise, prioritise, and manage incidents and service requests.
• Uphold rigorous access controls to IT systems, protecting our operations and client data.
• Maintain detailed records, utilising ServiceNow to communicate actions and updates.
• Provide high-quality IT support, resolving issues with methodical accuracy.
• Understand and manage the details of critical applications and access privileges.
• Collaborate with Identity Access Management to ensure system security.
• Ensure seamless system access for new hires, internal transfers, and staff transitions.

About you

• Proven experience in IT support or a similar role.
• Working knowledge of Microsoft Azure, Microsoft Exchange, Active Directory, and the Office 365 Suite.
• Familiarity with knowledge systems like Confluence and SharePoint.
• Exceptional communication skills.
• A methodical approach to problem-solving and task management.
• Familiarity with ITSM platforms, preferably ServiceNow.
• High security and data protection standards.
• ITIL certification or demonstrable working knowledge
• Understanding of VPN Technologies, preferably Zscaler.
• Basic Network Troubleshooting skills.

Application process

Step into a role where technology and finance meet. If you're eager to advance your IT career with Hargreaves Lansdown, please send us your CV and a cover letter detailing your suitability for the IT Service Desk Analyst role. The interview process will consist of a 1-hour interview in our office.

Salary

Offering circa £26,500 dependent on experience. Plus learning and development opportunities and benefits as below.

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 with a minimum of 2-3 days in 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

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.