Senior Service Desk Analyst

Overview

Senior Service Desk Analyst – responsible for delivering excellent IT support, acting as the first escalation point for incidents and service requests, managing incidents efficiently, and mentoring junior colleagues.

• Deliver exceptional IT support to internal colleagues, focusing on the best possible experience.
• Act as the first escalation point for incidents and service requests, stepping in with first‑line support when needed.
• Escalate tickets to specialist support teams and attend major incident and P1 reviews, following through to resolution.
• Follow service management processes and standards to provide 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 workload effectively to meet SLAs, drive continuous improvement and serve 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 seek opportunities to improve the quality and effectiveness of IT support.
• Act with integrity and responsibility in every aspect of the role, handling colleague and client information securely and 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.

• Excellent communication skills, both written and verbal, with a polite telephone manner.
• Friendly and approachable with strong customer service skills, able to communicate with colleagues who have varying IT knowledge.
• Excellent troubleshooting and investigation skills.
• Ability to lead team discussions.
• Provision of VIP/white glove ticket handling.
• Broad knowledge of IT and experience using IT Service Management tools such as Service Now.
• Excellent knowledge of Office 365 and Microsoft Operating Systems.
• Proficiency with 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 training, mentoring and supporting junior colleagues.
• Experience in overseeing rotas and conducting quality assurance of tickets while providing feedback to others.
• Experience in working in a financial institution is desired but not mandatory.

Permanent role based in Bristol head office, BS1 5HL
. Working hours are Monday to Friday between 7am to 6pm with an occasional Saturday from 9.30am to 12.30pm; a rota will be provided within these hours. This is a hybrid role with up to 3 days in the office per week. The role may also be available on a flexible working or part‑time basis – please ask the Recruitment & Onboarding team for more information.

• 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× 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
• In‑house barista and deli serving subsidised coffee and sandwiches
• Two paid volunteering days per year* (dependent on role level)

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.