Service Desk Analyst

TN United Kingdom; Bristol; Hybrid; GBP 30,000 - 50,000; Full time

Job summary

An established industry player is seeking a dynamic IT Service Desk Analyst to join their innovative team in Bristol. This role offers the chance to provide exceptional IT support while ensuring high standards of service delivery. As a key player, you will manage incidents, triage requests, and foster a positive working environment. With a commitment to continuous improvement, you will help enhance service processes and maintain the reliability of IT support. Join a forward-thinking company that values learning, teamwork, and innovation, and make a meaningful impact on their success and sustainability.

Benefits

Discretionary annual bonus

25 days holiday plus bank holidays

Option to purchase up to 5 extra holiday days

Flexible working options

Enhanced parental leave

Pension scheme with up to 11% employer contribution

Sharesave scheme

Income Protection and Life insurance

Private medical insurance

Health care cash plans

Qualifications

• Proven experience in IT support and incident management.
• Strong understanding of IT systems and service delivery.

Responsibilities

• Provide exceptional IT support to internal colleagues.
• Act as the first point of contact for incidents and service requests.

Skills

IT Support

Incident Management

Service Requests

Communication Skills

Problem Solving

Education

IT-related degree or equivalent experience

Tools

Service Management Software

Ticketing Systems

Job description

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Our purpose is to make it easy for people to save and invest for a better future. We are looking for great people to join us, so please come and invest in YOUR future at Hargreaves Lansdown.

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

Are you a dynamic IT professional eager to join a forward-thinking team? We are looking for a skilled IT Service Desk Analyst who excels at providing top-notch support and resolving incidents swiftly. If you are dedicated to maintaining high standards, passionate about continuous improvement, and ready to enhance our service delivery, this is the perfect opportunity for you. Become a key player in our team and contribute to the excellence and reliability of our IT support.

About you

You are a dedicated and proactive IT professional who thrives on delivering exceptional support to your colleagues. With your expertise in managing incidents and service requests efficiently, you consistently uphold high standards in your work. Your passion for continuous improvement drives you to seek innovative ways to enhance service delivery. Your strong understanding of IT systems, combined with your ability to identify and address recurring issues, significantly boosts the effectiveness and reliability of IT support. Moreover, your excellent communication skills and inclusive approach foster a positive and welcoming environment for all team members.

What you'll be doing

As an IT Service Desk Analyst, you will:

1. Provide exceptional IT support to internal colleagues, prioritising the delivery of the best client experience.
2. Act as the first point of contact for all incidents and service requests, triaging tickets and providing efficient first-line support.
3. Escalate tickets to Senior Analysts or wider support teams as necessary while maintaining accurate records and keeping callers informed throughout the request and incident lifecycle.
4. Adhere to service management processes and standards, ensuring outstanding incident and request management to minimise business impact.
5. Identify repeat issues and implement better working practices for high-quality service delivery and continuous improvement.
6. Meet SLAs and KPIs by managing workload effectively.
7. Build effective relationships with colleagues and stakeholders to support IT support and high service standards.
8. Actively learn about Hargreaves Lansdown services and systems, understanding their functionality and impacts to improve incident management.
9. Create and update Knowledge Items and documentation for effective incident and request handling.
10. Foster a welcoming and inclusive environment in all support interactions, accommodating diverse needs.
11. Uphold respectful and fair practices through transparency and honesty in communications and ticket handling.
12. Strive for excellence in IT support, adhering to high professional standards and seeking improvement opportunities.
13. Act with integrity and responsibility in all dealings.
14. Maintain confidentiality by securely handling sensitive information, complying with data protection policies.
15. Ensure well-being and safety of colleagues by following health and safety policies during support activities.
16. Act environmentally responsibly by disposing of IT equipment and waste properly, supporting sustainability efforts.

Your role is vital in driving continual improvement and maintaining high standards in IT support, contributing to our company's success and sustainability.

Interview Process

This involves two one-hour interviews: an initial team introduction with technical and competency questions, followed by a meeting with the department manager and a small task to assess prioritization and resilience skills.

Why us?

We are the UK’s leading investment platform for private investors, based in Bristol, with over 40 years of helping investors save on time, taxes, and costs. We foster a workplace centered on learning, dynamic teams, and core values of service, quality, innovation, and opportunity.

What's on offer?

• Discretionary annual bonus and annual pay review
• 25 days holiday plus bank holidays and an additional day at Christmas
• Option to purchase up to 5 extra holiday days
• Flexible working, including hybrid options
• Enhanced parental leave
• Pension scheme with up to 11% employer contribution
• Sharesave scheme
• Income Protection and Life insurance (4x salary)
• Private medical insurance
• Health care cash plans including optical, dental, and outpatient care