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For Companies At a Glance
- Tasks: Provide first-line IT support and resolve incidents for a superior client experience.
- Company: Join Hargreaves Lansdown, the UK's top platform for private investors.
- Benefits: Enjoy a competitive salary, hybrid working, and opportunities for professional growth.
- Other info: Work in a vibrant office in Bristol with a culture of learning and collaboration.
- Why this job: Be part of a dynamic IT team making a real impact on service delivery.
- Qualifications: Previous IT support experience and strong communication skills are essential.
The predicted salary is between 29000 - 29000 £ per year.
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.
Service Desk Analyst in Bristol employer: Hargreaves Lansdown plc
Contact Detail:
Hargreaves Lansdown plc 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 culture before your interview. Check out their website and social media to see what they're all about. This will help you tailor your answers and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your communication skills! Since you'll be providing IT support, being able to explain technical issues in simple terms is key. Try role-playing with a friend or family member to get comfortable with this.
✨Tip Number 3
Prepare for those competency and technical questions by brushing up on your knowledge of tools like Active Directory and Microsoft Entra. Make sure you can discuss your previous experiences and how they relate to the role.
✨Tip Number 4
Don't forget to follow up after your interview! A quick thank-you email can go a long way in showing your enthusiasm for the position. And remember, apply through our website for the best chance at landing that Service Desk Analyst role!
We think you need these skills to ace Service Desk Analyst in Bristol
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Service Desk Analyst role. Highlight your relevant experience and skills, especially those mentioned in the job description like IT support and communication skills. We want to see how you fit into our team!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about this role and how your background makes you a great fit. Keep it professional but let your personality come through – we love a bit of character!
Showcase Your Technical Skills: Don’t forget to mention any technical experience you have with tools like Active Directory or Microsoft Entra. If you've got knowledge of networking principles or security platforms, make sure to include that too. We’re looking for someone who can hit the ground running!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets to us quickly and efficiently. Plus, you’ll find all the info you need about the role and our company there!
How to prepare for a job interview at Hargreaves Lansdown plc
✨Know Your Tech
Brush up on your technical knowledge, especially around Active Directory, Microsoft Entra, and basic networking principles. Be ready to discuss how you've used these tools in past roles, as this will show your practical experience and understanding of the systems they'll expect you to support.
✨Practice Your Communication Skills
Since you'll be providing first-line IT support, strong communication is key. Practice explaining technical concepts in simple terms, as you'll need to handle inquiries from colleagues who may not be tech-savvy. Role-play common scenarios with a friend to build your confidence.
✨Understand the JML Process
Familiarise yourself with the Joiners, Movers, and Leavers (JML) process. Be prepared to discuss how you would manage user account creation and access modifications, as well as how you would collaborate with HR and other departments to ensure smooth onboarding.
✨Show Your Problem-Solving Skills
During the interview, be ready to share examples of how you've resolved incidents in the past. Use the STAR method (Situation, Task, Action, Result) to structure your answers, highlighting your ability to troubleshoot effectively and improve service quality.