Are you a dynamic IT professional eager to join a forward-thinking team? We are looking for a skilled IT Service Desk Analyst who excels at providing top-notch support and resolving incidents swiftly. If you are dedicated to maintaining high standards, passionate about continuous improvement, and ready to enhance our service delivery, this is the perfect opportunity for you. Become a key player in our team and contribute to the excellence and reliability of our IT support.
About you
You are a dedicated and proactive IT professional who thrives on delivering exceptional support to your colleagues. With your expertise in managing incidents and service requests efficiently, you consistently uphold high standards in your work. Your passion for continuous improvement drives you to seek innovative ways to enhance service delivery. Your strong understanding of IT systems, combined with your ability to identify and address recurring issues, significantly boosts the effectiveness and reliability of IT support. Moreover, your excellent communication skills and inclusive approach foster a positive and welcoming environment for all team members.
What you'll be doing
As an IT Service Desk Analyst, you will:
- Provide exceptional IT support to internal colleagues, prioritising the delivery of the best client experience.
- Act as the first point of contact for all incidents and service requests, triaging tickets and providing efficient first-line support.
- Escalate tickets to Senior Analysts or wider product team support teams as necessary while maintaining accurate records and keeping callers informed throughout the request and incident lifecycle.
- Adhere to service management processes and standards, ensuring outstanding incident and request management to minimise business impact.
- Identify repeat issues and implement better working practices for high-quality service delivery to help drive continuous improvement.
- Meet SLAs and KPIs by managing workload effectively.
- Build effective relationships with colleagues and stakeholders to aid IT support and the delivery of high standards of service.
- Actively seek to learn about Hargreaves Lansdown services and systems, understanding their functionality and impacts to aid better incident management.
- Create and update Knowledge Items and relevant documentation for effective incident and request management.
- Foster a welcoming and inclusive environment in all internal support interactions, striving to accommodate the diverse needs of colleagues.
- Uphold respectful and fair practices in all interactions with colleagues by being transparent and truthful in all communications and ticket handling.
- Strive for excellence in providing IT support by consistently adhering to high professional standards and continuously seeking opportunities for improvement.
- Act with integrity and responsibility in all business dealings.
- Maintain confidentiality by securely handling client and colleague information, adhering to data protection policies and procedures while performing the role.
- Ensure the well-being and safety of internal colleagues by following established health and safety policies and procedures during the provision of IT support.
- Act in an environmentally responsible manner by properly disposing of IT equipment and other related waste, such as toner and printer consumables, to align with the company's commitment to sustainability and care for the community.
Your role is crucial in driving continual improvement and ensuring that Hargreaves Lansdown maintains high standards in IT support, contributing to the overall success and sustainability of the company.
Interview Process
This will be a two stage interview process, compromised of two one hour interviews.
The first interview will be an introduction to the team, followed by some competency and technical questions.
The second interview will be a chance to meet the Manager for the department and we'll look to complete a small task to find out more about your prioritisation and resilience skills.