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Service Desk Request Analyst

eFinancialCareers
Job LocationBristol
EducationNot Mentioned
SalaryCompetitive salary
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent , full-time or part-time

Job Description

Excited to grow your careerOur mission is to help people save and invest with confidence. We are looking for great people to join us, so please come and invest in YOUR future at HL.About the roleThe IT Service Desk is the single point of contact for all IT requests and issues, providing first level support for incident resolution and service request management. Our Service Desk Request Analysts use our ITSM tool to manage tickets, adhering to theincident management and request fulfilment processes.What youll be doing

  • Adhering to the access policy
  • Manage IT access requests, following audited procedures
  • Adhering to the joiner and mover process, ensure colleagues have the required system access prior to their start date
  • Ensure all joiners have a great on-boarding experience, including conducting remote laptop handover, providing account details, connecting to the HL network
  • Ensure all actions are recorded in our ITSM tool. Keeping colleagues informed of the progress of their requests
  • Systematically interprets colleague requests and identifies solutions and possible side effects
  • Work closely with our Identify Access Management (IAM) & Information Security teams, to safeguard our IT systems and protect company and client data
  • Responsible for the triage of requests which are logged with IT; categorising, prioritising and assigning, within agreed response times
  • Ensure all requests are resolved within SLA
About you
  • Excellent communication skills, both written and verbal, together with 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
  • Using IT Service Management tools such as ServiceNow
  • Well organised and able to prioritise workload
  • Experience of adhering to audited procedures
  • Risk awareness: ability to determine and mitigate risk
  • General understanding of ITIL principles
  • Working in a 1st or 2nd line support role and/or experience of working in a customer-facing role
Interview process
  • 2 Stage interview Process
Working Schedule
  • 37.5 hours per week
Why usHere at HL, were the UKs number 1 investment platform for private investors, based in Bristol. For more than 40 years weve 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. Were steered by core values that promote service, quality, innovation, and opportunity in everything we do.Whats on offer
  • Discretionary annual bonus & annual pay review
  • 25* days holiday plus bank holidays and 1-day additional Christmas closure time
  • Option to purchase an additional 5 days holiday per year
  • Flexible working options available, including hybrid working
  • Pension scheme up to 11% employer contribution
  • Sharesave scheme - have a real stake in HLs future
  • Income Protection & Life insurance (4 x salary core level of cover)
  • Health care cash plans - including optical, dental, and out patientcare
  • Help@hand and an Employee Assistance Programme
  • Gympass - gym memberships and wellbeing apps available
  • Variety of travel to work schemes with free bike storage and shower facilities
  • An inhouse barista serving subsidised coffee and snacks
  • Join HLs sports, I&D networks and volunteering groups (two paid volunteering days per year)
  • LifeWorks Discounts on services, restaurants and retailers
* up to 30 days depending on role level & increasing with length of serviceWe know that sometimes people can be put off applying for a job if they dont tick every box. If youre excited about working for us and have most of the skills or experience were looking for, please go ahead and apply. Wed love to hear from you!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.

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