At a Glance
- Tasks: Provide top-notch IT support and resolve incidents for internal colleagues.
- Company: Join Hargreaves Lansdown, the UK's leading investment platform.
- Benefits: Enjoy a competitive salary, flexible working, and generous holiday allowance.
- Other info: Hybrid working options available with excellent career growth opportunities.
- Why this job: Be part of a dynamic team making a real impact in IT support.
- Qualifications: Previous IT support experience and strong communication skills required.
The predicted salary is between 29000 - 29000 € per year.
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
- 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.
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.
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
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
Hargreaves Lansdown is an exceptional employer, offering a vibrant work culture in the heart of Bristol, where innovation and collaboration thrive. With a strong commitment to employee growth, we provide extensive benefits including flexible working options, generous holiday allowances, and comprehensive health support, ensuring our team members feel valued and empowered. Join us to be part of a dynamic IT team dedicated to delivering high-quality service while enjoying a workplace that prioritises learning and development.
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 conversations during interviews 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 friends or family to boost your confidence and ensure you can handle inquiries professionally.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider knowledge about the company culture and even lead to referrals.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re serious about joining the team at Hargreaves Lansdown.
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, especially in incident resolution and request management, and don’t forget to mention any technical skills that match the job description.
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you’re passionate about IT support and how your previous experiences make you a great fit for HL. Keep it concise but engaging!
Show Off Your Communication Skills:Since this role involves a lot of communication, make sure your written application reflects your strong communication skills. Use clear and professional language, and double-check for any typos or errors.
Apply Through Our Website:We encourage you to apply through our website for a smoother process. It’s the best way to ensure your application gets into the right hands and shows us you’re serious about joining our team!
How to prepare for a job interview at Hargreaves Lansdown
✨Know Your Tech
Familiarise yourself with the technical skills mentioned in the job description, like Active Directory and Microsoft Entra. Brush up on basic networking principles too, as these will likely come up during your interview.
✨Practice Your Communication Skills
Since you'll be supporting users primarily over the phone, practice clear and concise communication. Role-play common scenarios with a friend to build confidence in handling inquiries professionally.
✨Understand the JML Process
Get a good grasp of the Joiners, Movers, and Leavers (JML) process. Be prepared to discuss how you would manage user account creation and access management, as this is a key part of the role.
✨Show Your Problem-Solving Skills
Think of examples from your past experience where you triaged or resolved incidents effectively. Be ready to share these stories, highlighting your ability to prioritise and manage workloads under pressure.
