Senior Service Desk Analyst

Senior Service Desk Analyst - responsible for delivering excellent IT support, acting as the first escalation point for incidents and service requests, managing incidents efficiently, and mentoring junior colleagues.

• Deliver exceptional IT support to internal colleagues, focusing on the best possible experience.
• Act as the first escalation point for incidents and service requests, stepping in with first line support when needed.
• Escalate tickets to specialist support teams and attend major incident and P1 reviews, following through to resolution.
• Follow service management processes and standards to provide 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 workload effectively to meet SLAs, drive continuous improvement and serve 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.
• Maintain high professional standards and seek opportunities to improve the quality and effectiveness of IT support.
• Act with integrity and responsibility in every aspect of the role, handling colleague and client information securely and following data protection policies and confidentiality requirements.
• Follow health and safety policies to support the wellbeing of colleagues while delivering IT support.
• Work sustainably by disposing of IT equipment and related waste responsibly, in line with the company's environmental commitments.

• Excellent communication skills, both written and verbal, with a polite telephone manner.
• Friendly and approachable with strong customer service skills, able to communicate with colleagues who have varying IT knowledge.
• Excellent troubleshooting and investigation skills.
• Ability to lead team discussions.
• Provision of VIP/white glove ticket handling.
• Broad knowledge of IT and experience using IT Service Management tools such as ServiceNow.
• Excellent knowledge of Office 365 and Microsoft Operating Systems.
• Proficiency with 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 training, mentoring and supporting junior colleagues.
• Experience in overseeing rotas and conducting quality assurance of tickets while providing feedback to others.
• Experience in working in a financial institution is desired but not mandatory.

Permanent role based in Bristol head office, BS1 5HL. Working hours are Monday to Friday between 7am to 6pm with an occasional Saturday from 9.30am to 12.30pm; a rota will be provided within these hours. This is a hybrid role with up to 3 days in the office per week. The role may also be available on a flexible working or part time basis - please ask the Recruitment & Onboarding team for more information.

• 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 salary core level of cover)
• Private medical insurance
• Health care cash plans - including optical, dental, and outpatient care
• Health screening programme
• - 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
• In house barista and deli serving subsidised coffee and sandwiches
• Two paid volunteering days per year (dependent on role level)

We encourage applications from all individuals without regard to race, religion, gender, sexual orientation, national origin, disability or age.

This role may also be available on a flexible working or part time basis - please ask the Recruitment & Onboarding team for more information. Please note we are unable to provide employment sponsorship to candidates.