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- Tasks: Provide top-notch IT support and resolve incidents for a dynamic team.
- Company: Join Hargreaves Lansdown, the UK's leading investment platform.
- Benefits: Enjoy flexible working, competitive salary, and generous holiday allowance.
- Other info: Exciting opportunities for professional development and continuous improvement.
- Why this job: Make a real impact while growing your career in a supportive environment.
- Qualifications: Previous IT support experience and strong communication skills required.
The predicted salary is between 29000 - 29000 £ per year.
Excited to grow your career? 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
Hargreaves Lansdown (HL) are seeking an experienced and detail-oriented IT Service Desk Analyst to deliver high-quality IT support focusing on incident resolution and request management, including the Joiners, Movers, and Leavers (JML) process. You will serve as the first point of contact for all incidents and service requests, supporting users primarily over the telephone and through other communication channels. As a Service Desk Analyst, your role will involve efficiently triaging, troubleshooting, and resolving incidents while escalating more complex issues when necessary. You will also handle requests related to user account creation, access management, and resource allocation, working closely with the Identity and Access Management (IAM) team and other departments to ensure smooth and secure service delivery. It will be essential to maintain accurate documentation, keep users informed, and adhere to service management processes. You will play a vital role in identifying opportunities for improvement, implementing changes to enhance the efficiency of request fulfilment, and contributing to continuous service improvement. Meeting Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) will require strong prioritisation and workload management.
What you’ll be doing
- Provide first-line IT support to internal colleagues, resolving incidents and fulfilling service requests to deliver a superior client experience.
- Support users over the telephone and other communication channels, handling inquiries professionally and efficiently.
- Serve as the first point of contact for incidents and service requests, performing triage, troubleshooting, and escalation where necessary.
- Resolve incidents related to hardware, software, and system access, ensuring minimal disruption to business operations.
- Collaborate with the IAM team to manage secure access control by fulfilling user account creation, access modification, and deactivation requests.
- Coordinate IT resources such as hardware, software, and access requests to support service requests and employee onboarding.
- Manage the Joiners, Movers, and Leavers (JML) process by working closely with HR and other departments to ensure smooth and secure onboarding.
- Maintain accurate records, update ticket statuses, and keep stakeholders informed throughout the request and incident lifecycle.
- Monitor and prioritise service requests and incidents to meet SLAs and business needs.
- Develop and maintain Knowledge Items and process documentation to support consistent and efficient service delivery.
- Identify and implement process improvements to enhance service quality and efficiency, particularly in incident resolution and request management.
- Build strong relationships with colleagues and stakeholders to promote collaboration and service excellence.
- Ensure compliance with health and safety policies while delivering IT support services.
About you
- Previous experience in a similar role.
- Strong communication skills both written and verbal.
- Technical experience with one or more of the following would be desirable:
- Active Directory
- Microsoft Entra
- Endpoint Manager
- One Identity (desirable)
- VMware Horizon
- Exchange Online
- MacOS and Windows 11
- Basic networking principles
- Zscaler networks and security platform (desirable)
This is an exciting opportunity to join a dynamic IT team. You will be critical in delivering efficient, high-quality support through incident resolution and effective organisational request management.
Interview process
The interview process for this role is a one stage in person interview, consisting of competency and technical questions.
Working Schedule
We are based in Bristol, BS1 5HL. This role is permanent, full time, 37.5 hours per week, Monday to Friday. We have returned to the office, however for this role we offer a hybrid flexible working pattern to enable you the option of working from home and 3 days in the office.
Salary
The salary for this role is circa £29k depending on experience.
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* and annual pay review
- 25 days* holiday plus bank holidays and 1-day additional Christmas closure
- Option to purchase an additional 5 days holiday**
- Flexible working options available, including hybrid working
- Enhanced parental leave
- Pension scheme up to 11% employer contribution
- Income Protection and Life insurance (4 x salary core level of cover)
- Private medical insurance*
- Health care cash plans - including optical, dental, and outpatient care
- Health screening programme
- Help@hand - confidential support including mental health counselling and remote GP
- Wellhub - unlimited access to fitness providers and wellness coach sessions
- Variety of travel to work schemes with bike storage and shower facilities
- Inhouse barista and deli serving subsidised coffee and sandwiches
- Two paid volunteering days per year
* dependant on role level
** only available to select during our annual benefits window, in November each year
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.
Service Desk Analyst in Bristol employer: Hargreaves Lansdown Asset Management
Contact Detail:
Hargreaves Lansdown Asset Management Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Analyst in Bristol
✨Tip Number 1
Get to know the company! Research Hargreaves Lansdown and understand their values and mission. This will help you tailor your responses during the interview and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your communication skills! As a Service Desk Analyst, you'll be the first point of contact for users. Role-play common scenarios with a friend or family member to boost your confidence and ensure you can handle inquiries professionally.
✨Tip Number 3
Prepare for technical questions! Brush up on your knowledge of Active Directory, Microsoft Entra, and other relevant technologies. Being able to demonstrate your technical expertise will set you apart from other candidates.
✨Tip Number 4
Don’t forget to follow up! After your interview, send a quick thank-you email to express your appreciation for the opportunity. It shows good manners and keeps you fresh in their minds as they make their decision.
We think you need these skills to ace Service Desk Analyst in Bristol
Some tips for your application 🫡
Be Yourself: When you're writing your application, let your personality shine through! We want to get to know the real you, so don’t be afraid to show your enthusiasm for the role and what makes you a great fit.
Tailor Your Application: Make sure to customise your application to highlight the skills and experiences that match the job description. We love seeing how your background aligns with what we’re looking for, especially in IT support and incident management.
Keep It Clear and Concise: While we appreciate detail, clarity is key! Make your points easy to read and avoid jargon unless it’s relevant. This helps us quickly see how you can contribute to our team as a Service Desk Analyst.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets into the right hands and allows us to process it smoothly. Plus, it shows you’re keen on joining us!
How to prepare for a job interview at Hargreaves Lansdown Asset Management
✨Know Your Stuff
Make sure you brush up on your technical knowledge, especially around Active Directory, Microsoft Entra, and any other tools mentioned in the job description. Being able to discuss your experience with these systems will show that you're ready to hit the ground running.
✨Practice Your Communication Skills
As a Service Desk Analyst, you'll be the first point of contact for users. Practise explaining technical issues in simple terms. You might want to role-play common scenarios with a friend to get comfortable with handling inquiries professionally.
✨Show Your Problem-Solving Skills
Prepare examples of how you've triaged and resolved incidents in the past. Think about specific challenges you faced and how you overcame them. This will demonstrate your ability to handle the fast-paced environment at Hargreaves Lansdown.
✨Be Ready to Discuss Improvements
The role involves identifying opportunities for improvement. Come prepared with ideas on how you could enhance service delivery or streamline processes. This shows initiative and a commitment to continuous improvement, which is key for this position.