Senior Service Desk Analyst

This is a great opportunity for someone who enjoys solving problems, sharing expertise and making a visible impact every day.

• Excellent communication skills, both written and verbal, together with a polite telephone manner.
• Friendly and approachable with good customer service skills and able to communicate with colleagues who have varying IT knowledge.
• Excellent troubleshooting and investigation skills.
• Ability to lead team discussions.
• Providing VIP/white glove ticket handling.
• Excellent customer service skills and broad knowledge of IT.
• Using IT Service Management tools such as ServiceNow.
• Excellent knowledge of Office 365 and MS Operating Systems.
• Use of and understanding of IT Tools, Active Directory, Azure AD and Exchange.
• Well organised and able to prioritise workload.
• Experience in adhering to audited procedures.
• Risk awareness: ability to determine and mitigate risk.
• General understanding of ITIL principles.
• Experience in working in a financial institution is desired but not mandatory.
• Experience in training, mentoring and supporting junior colleagues.
• Experience in overseeing rotas and conducting quality assurance of tickets while providing feedback to others.

What the job involves:

Hargreaves Lansdown has an exciting opportunity for a Senior Service Desk Analyst to join the team. In this role, you’ll be a trusted point of support across the business, delivering an excellent service and acting as the first escalation point for incidents and service requests. You’ll resolve issues efficiently, keep colleagues informed and identify trends that help improve how we work. Alongside managing tickets and stakeholder relationships, you’ll maintain knowledge articles and documentation, mentor junior colleagues and support the wider team to deliver against KPIs and SLAs.

• Deliver exceptional IT support to internal colleagues, always focused on providing the best possible experience.
• Act as the first escalation point for incidents and service requests, stepping in with first-line support where needed.
• Escalate tickets to specialist support teams when needed, attending major incident and P1 reviews and staying involved through to resolution.
• Follow service management processes and standards to deliver strong incident and request management, reduce business impact and identify repeat issues or smarter ways of working.
• Monitor KPIs closely, escalating risks to the Problem or Incident Manager or Team Leader where appropriate, and lead by example through mentoring colleagues.
• Manage your workload effectively to meet SLAs, drive continuous improvement and act as a role model within the team.
• Build strong relationships with colleagues and stakeholders to support effective IT delivery and best-in-class service.
• Develop a strong understanding of HL’s systems and services to assess impact quickly and manage incidents effectively.
• Create and maintain knowledge articles, documentation and Service Desk policies to support effective incident and request management.
• Create a welcoming and inclusive support environment that recognises and accommodates the diverse needs of colleagues.
• Promote fairness, respect and transparency in every interaction, communication and ticket handled.
• Maintain high professional standards and look for opportunities to improve the quality and effectiveness of IT support.
• Act with integrity and responsibility in every aspect of the role.
• Handle colleague and client information securely, always following data protection policies and confidentiality requirements.
• Follow health and safety policies to support the wellbeing of colleagues while delivering IT support.
• Work sustainably by disposing of IT equipment and related waste responsibly, in line with the company’s environmental commitments.