IT Service Desk Analyst

Hargreaves Lansdown
Bristol (City Centre)
10 Jan 2018
08 Feb 2018
Contract Type
Full Time
The IT Service Desk is the single point of contact for all IT requests and issues. You will be supporting all Hargreaves Lansdown staff, applications, PCs, laptops and printers and be responsible for ensuring all members of staff have the ability to perform their roles without any IT difficulties.

With nearly 300 IT roles in the company, this is an ideal opportunity to join Hargreaves Lansdown and further your career.

You will enjoy working in a dynamic, fast paced, professional environment and should have excellent customer service skills and broad knowledge of IT. Be confident, friendly and approachable with a good telephone manner and able to communicate with staff who have varying IT Knowledge.

Key Duties And Responsibilities:

You will be responsible for the triage of 1st line calls; categorising, prioritising and assigning, within agreed timescales.Ensure adequate information and authorisation has been received, or is requested.Provide IT support to all Hargreaves Lansdown employeesWorking alongside the IT Service Desk team, resolving approx. 50% of all logged incidents and requestsMaintain complete and accurate records of all issues in our call logging systemCreate and update Knowledge Base, Confluence, documentation;Manage user accounts and follow audited procedures for additional system accessFollow IT procedures to ensure a high level of security and support;Process starter, leavers and transfers, ensuring staff have the correct access to perform their rolesMaintain complete and accurate records of all issues in our call logging systemKnowledge:

Excellent understanding of IT hardwareExcellent knowledge of Microsoft Office and Windows 7Knowledge of Active Directory, Exchange, McAfee ePO and SCCMExperience:

Experience of working on an IT Service DeskExperience of working in a professional office environment, particularly financial services and/or ITSkills:

Excellent interpersonal and communication skillsExcellent problem solving skillsHighly organisedGood attention to detailAbility to work to strict deadlinesAbility to work well in a teamAbility to effectively manage own workload
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