Service Desk Analyst

What you'll be doing Provide first-line IT support to internal colleagues, resolving incidents and fulfilling service requests to deliver a superior client experience. Support users over the telephone and other communication channels, handling inquiries professionally and efficiently. Serve as the first point of contact for incidents and service requests, performing triage, troubleshooting, and escalation where necessary. Resolve incidents related to hardware, software, and system access, ensuring minimal disruption to business operations. Collaborate with the IAM team to manage secure access control by fulfilling user account creation, access modification, and deactivation requests. Coordinate IT resources such as hardware, software, and access requests to support service requests and employee onboarding. Manage the Joiners, Movers, and Leavers (JML) process by working closely with HR and other departments to ensure smooth and secure onboarding. Maintain accurate records, update ticket statuses, and keep stakeholders informed throughout the request and incident lifecycle. Monitor and prioritise service requests and incidents to meet SLAs and business needs. Develop and maintain Knowledge Items and process documentation to support consistent and efficient service delivery. Identify and implement process improvements to enhance service quality and efficiency, particularly in incident resolution and request management. Build strong relationships with colleagues and stakeholders to promote collaboration and service excellence. Ensure compliance with health and safety policies while delivering IT support services. About you Previous experience in a similar role. Strong communication skills both written and verbal. Technical experience with one or more of the following would be desirable: Active Directory Microsoft Entra Endpoint Manager One Identity (desirable) VMware Horizon Exchange Online MacOS and Windows 11 Basic networking principles Zscaler networks and security platform (desirable)This is an exciting opportunity to join a dynamic IT team. You will be critical in delivering efficient, high-quality support through incident resolution and effective organisational request management. Interview process The interview process for this role is a one stage in person interview, consisting of competency and technical questions. Working Schedule We are based in Bristol, BS1 5HL. This role is permanent, full time, 37.5 hours per week, Monday to Friday. We have returned to the office, however for this role we offer a hybrid flexible working pattern to enable you the option of working from home and 3 days in the office. Salary The salary for this role is circa £29k depending on experience. dependant on role level only available to select during our annual benefits window, in November each yearHargreaves Lansdown is the UK's number one platform for private investors. Our purpose is to empower people to save and invest with confidence, and today, we are trusted with more than £120 billion by over 1.7 million clients.We are based in the heart of Bristol now with over 2,000 colleagues. We believe we have a workplace like no other, with constant learning, dynamic teams and a great ethos. We're steered by our core values that promote service, quality, innovation, and opportunity in everything we do.For more information about careers at HL and to see all our vacancies, please visit our .