Service Desk Analyst

We are looking for motivated Service Desk Analyst, who will join our IT Service Desk Team and will support all colleagues and the wide range of applications, including a number of bespoke systems and SaaS products. As a Service Desk Analyst, you will have exposure to a multitude of internal and SaaS systems and support tools including Active Directory & Exchange. You will enjoy working in a dynamic, collaborative and professional environment.

• Provide quality IT support to all employees
• Manage access to all IT systems, follow audited procedures
• Maintain accurate records, informs colleagues about the process and advises relevant persons of actions taken via our ticket logging system, TOPdesk 
• Processing incidents and service requests initiated by customers using either the Self-Service Portal, email, or telephone. 
• Responsible for the prompt triage of new incident and service request tickets which are logged with IT; categorising, prioritising and assigning, within agreed timescales. 
• Follow up with clients to ensure their IT systems are fully functional after troubleshooting
• Prepare IT equipment for users according to the internal working tools policy
• Work closely with our Identify Access Management (IAM) team, to safeguard our IT systems and protect company and client data. 
• Become specialists in key applications used at Hargreaves Lansdown, understanding how applications are used, who uses them and risks of incorrect access being provided 
• Systematically interprets colleague requests and identifies solutions and possible side effects.
• Create and update Knowledge Base, Confluence, documentation;

REQUIREMENTS

• Excellent customer service skills with ability to provide step-by-step technical help, both written and verbal
• Use of and understanding of IT Tools, for example Active Directory, Azure AD, Exchange.
• Hands-on experience with Windows/Mac OS environments and Video Conferencing systems
• Good understanding of computer hardware, mobile devices and other tech products
• Experience of working in a professional office environment, particularly financial services and/or IT
• Experience of performing audited procedures
• General understanding of ITIL Principles
• Strong collaborative/team focused
• Having an eye for detail and accuracy
• Risk awareness: ability to determine and mitigate risk

Languages:

• Excellent command of English
• Good command of Polish