IT Service Desk Analyst

Department: IT & Operations – IT Service Management

Hampshire Trust Bank is a specialist bank, staffed by experts focused on helping UK businesses realise their ambitions.

We offer niche specialty lines, as an SME bank, targeting under-served segments. Our dedicated Wholesale Finance, Bridging Finance, Development Finance and Specialist Mortgages teams ensure that businesses receive the outstanding service, lasting relationships, integrity, and expertise they need to prosper.

We also provide savings accounts to individuals and businesses and since we lend to SMEs, our savers can be sure their money will help boost the British economy. Our vision is to be the go-to bank in our chosen markets; to deliver positive customer outcomes, rewarding careers and great shareholder value through a high-performing culture grounded in excellence and integrity.

We're looking for a customer-focused IT Service Desk Analyst to join Hampshire Trust Bank's IT Service Management team.

As the first point of contact for IT support across the bank, you'll play a vital role in delivering an excellent user experience, resolving technical issues and ensuring colleagues have the tools and support they need to work effectively.

This is an ideal opportunity for someone at the beginning of their IT career. We see this role as a foundation for future growth, with an expectation that you'll spend around two years developing your technical skills, completing relevant qualifications and gaining broad IT experience before progressing into a specialist area such as Infrastructure, Cloud, Security, Networking, Desktop Services or Development
.

• Act as the first point of contact for IT incidents and service requests
• Resolve first-line technical issues in line with agreed SLAs
• Accurately log, categorise and prioritise tickets received via phone, email and walk-up support
• Escalate complex issues with clear documentation and troubleshooting details
• Maintain regular communication with users throughout the ticket lifecycle

• Build and deploy desktops, laptops and mobile devices to company standards
• Support desk moves and hardware deployments
• Set up new starters with accounts, permissions and equipment
• Manage access changes for movers and securely offboard leavers
• Maintain accurate asset management records for all IT equipment

• Perform daily system checks and elevate any issues identified
• Maintain audit logs and support audit activities
• Create and maintain Service Desk procedures and knowledge articles
• Track and deliver against SLA and KPI targets
• Identify opportunities to improve Service Desk processes and user experience

• Promote security awareness and IT best practices across the business
• Support access management and security controls
• Ensure documentation and records are maintained accurately
• Assist in maintaining compliance with IT policies, controls and audit requirements

You'll collaborate closely with:

• Server, Network and Desktop teams
• Business Transformation teams
• Third-party suppliers
• Colleagues across the bank
• IT Infrastructure and Security teams

Qualifications & Experience

• Strong interest in building a career within IT and technology
• Good understanding of Microsoft applications and desktop environments
• Exposure to Microsoft 365 and Active Directory (through education, self-study, placements or work experience)
• Understanding of basic IT troubleshooting principles
• Strong customer service and communication skills
• Comfortable learning new technologies and systems

Ideal For

• Recent graduates in IT, Computer Science or a related discipline
• Candidates with a placement year, internship, helpdesk exposure or customer-facing technical experience
• Individuals looking to take the next step into a professional IT environment

Skills & Attributes

• Customer-focused mindset
• Curiosity and willingness to learn
• Strong attention to detail
• Proactive approach to problem solving
• Ability to take ownership and follow issues through to completion
• Team player with a collaborative attitude
• Discretionary annual bonus
• 25 days annual leave (increasing with service) + Holiday Buy Scheme
• Private Medical Insurance (Bupa)
• Cycle to Work & Green Car Schemes
• Interest‑free season ticket loan
• Study support & professional memberships

If you're passionate about technology, enjoy helping people and want to build your career within a growing specialist bank, we'd love to hear from you.