Excited to grow your career?

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

JOB TITLE: Service Desk Analyst
CAREER DEVELOPMENT PATH: Service Delivery
REPORTING TO: Service Desk Team Leader

Key Technologies: Active Directory, MS Exchange, Windows 10, MS Office, TOPdesk

The IT Service Desk is the single point of contact for all IT requests and issues. You will be supporting all Hargreaves Lansdown colleagues and the wide range of applications used including a number of bespoke systems and SaaS products.

The IT Service Desk is made up of two teams, both of which you may be asked to cover:

Access Team are responsible for ensuring colleagues have the required access to all IT systems, seeking authorisation when required and creating and amending access. This team is also responsible for Starters, Leavers & Transfers as well as allocating software licenses. System access is key security control for safeguarding both HL and client data, meaning all processes are audited.

Service Desk Incident Team are responsible for providing first line support for all issues and requests raised with IT. Following the incident management and request fulfilment processes, the Service Desk aims to resolve 60% of all calls logged and resolve 63% of these calls within an hour.

As a member of the IT Service Desk, you will have exposure to a multitude of internal and SaaS systems and support tools including Active Directory and Exchange.

You will enjoy working in a dynamic, fast paced, professional environment and should have excellent customer service skills and broad knowledge of IT. Be confident, friendly and approachable with a good telephone manner and able to communicate with colleagues who have varying IT Knowledge. Having an eye for detail and accuracy is essential.

ROLE ACCOUNTABILITIES

  • Manage access to all IT systems, follow audited procedures
  • Ensure new starters and internal transfers have the required system access prior to their start date, processed and documented accurately
  • Maintains records, informs colleagues about the process and advises relevant persons of actions taken via our ticket logging system, TOPdesk
  • Processing incidents and service requests initiated by customers using either the Self-Service Portal, email, or telephone.
  • Responsible for the prompt triage of new incident and service request tickets which are logged with IT; categorising, prioritising and assigning, within agreed timescales.
  • Provide IT support to all Hargreaves Lansdown employees
  • Methodically respond to day by day operational needs and react to them, avoiding service disruptions and maintaining coherence to KPIs and information security requirements
  • Consult with HL managers, seeking authorisation when required.
  • Work closely with our Identify Access Management (IAM) team, to safeguard our IT systems and protect company and client data.
  • Become specialists in key applications used at Hargreaves Lansdown, understanding how applications are used, who uses them and risks of incorrect access being provided
  • Systematically interprets colleague requests and identifies solutions and possible side effects.
  • Actively improve working practices and processes within the team
  • Create and update Knowledge Base, Confluence, documentation;
  • As a team, resolve approximately 60% of tickets within the hour and 83% within 24 hours.

EXPERIENCE/SKILLS

Essential experience

  • Experience of performing audited procedures
  • Risk awareness: ability to determine and mitigate risk
  • Experience of working in a customer facing role

Essential knowledge                     

  • Good understanding of IT hardware
  • Excellent knowledge of Microsoft Office and MS Operating Systems
  • General understanding of ITIL Principles
  • Use and understanding of IT Tools, for example Active Directory, Azure AD, Exchange.

Essential skills                                  

  • Very good attention to detail
  • Excellent problem solving skills
  • Highly organised
  • Excellent interpersonal and communication skills
  • Ability to work well in a team
  • Ability to work to deadlines

WHAT’S ON OFFER?

  • Performance-related annual bonus scheme
  • 25* days holiday, plus 8 bank holidays, plus additional Christmas closure time
  • Option to purchase up to an additional 5 days holiday each year
  • Pension scheme – up to 19% contribution
  • Flexible working options available
  • Enhanced parental leave benefits
  • Variety of travel to work schemes, including season ticket loans and cycle to work
  • Bike storage and shower facilities
  • Employee assistance programme
  • Volunteering opportunities
  • Annual events, activities and sports groups
  • Smart casual dress policy and dress down Fridays

We know that sometimes the ‘perfect candidate’ doesn’t exist, and that 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. You could be just what we need!

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 Talent Acquisition team for more information.

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

Job details

Salary:
Hours:
Benefits:

Skills required

Perks & benefits

Flexible Working
Sabbatical
Private Health
Dental Benefits
Optician Benefits
Employee Discounts
Share Scheme
Bike Loan
Bike Shed
Gym Discount