Excited to grow your career? Our purpose is to make it easy for people to save and invest for a better future. We are looking for great people to join us, so please come and invest in YOUR future at HL. We know that sometimes people can be put off applying for a job if they don?t tick every box. If you?re excited about working for us and have most of the skills or experience we?re looking for, please go ahead and apply. We?d love to hear from you! About the role Hargreaves Lansdown (HL) are seeking an experienced and detail-oriented IT Service Desk Analyst to deliver high-quality IT support focusing on incident resolution and request management, including the Joiners, Movers, and Leavers (JML) process. You will serve as the first point of contact for all incidents and service requests, supporting users primarily over the telephone and through other communication channels. As a Service Desk Analyst, your role will involve efficiently triaging, troubleshooting, and resolving incidents while escalating more complex issues when necessary. You will also handle requests related to user account creation, access management, and resource allocation, working closely with the Identity and Access Management (IAM) team and other departments to ensure smooth and secure service delivery. 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 permissions to support service requests and employee transitions. Manage the Joiners, Movers, and Leavers (JML) process by working closely with HR and other departments to ensure smooth and secure transitions. Maintain accurate records, update ticket statuses, and keep stakeholders informed throughout the request and incident lifecycle. 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 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 28k depending on experience. Why us? Here at HL, we?re the UK?s number 1 investment platform for private investors, based in Bristol. For more than 40 years we?ve helped investors save time, tax and money on their investments. To achieve our mission, we believe we have a workplace like no other, with constant learning, dynamic teams, and a great ethos. We?re steered by core values that promote service, quality, innovation, and opportunity in everything we do. What?s on offer? 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 x salary core level of cover) Private medical insurance* Health care cash plans - including optical, dental, and out patientcare Health screening programme Help@hand - 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 Inhouse barista and deli serving subsidised coffee and sandwiches Two paid volunteering days per year * dependant on role level ** only available to select during our annual benefits window, in November each year Hargreaves Lansdown is an inclusive employer that values diversity in its workforce. 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
