Senior Service Desk Analyst

Our purpose is to make it easy for people to save and invest for a better future. We are looking for great people to join us, so please come and invest in YOUR future at HL.

We know that sometimes people can be put off applying for a job if they don't tick every box. If you're excited about working for us and have most of the skills or experience we're looking for, please go ahead and apply. We'd love to hear from you!

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.

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

• 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.

• 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 Service Now
• 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

This will be a one stage interview process including both competency and technical based questions.

This is a permanent role based in our Bristol head office, BS1 5HL
. The working hours are Monday to Friday between 7am to 6pm with an occasional Saturday from 9.30am to 12.30pm, you will have a rota within these hours. This is a hybrid role with up to 3 days in the office per week.

• 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 out patient 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…