Service Desk Analyst

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. 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

* dependent 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.