Senior Service Desk Analyst, Hargreaves Lansdown
More information about location
1-3 days a week in office (Harbourside, Bristol)
The UK's number one investment and savings platform for private investors
Posted today
The UK's number one investment and savings platform for private investors
1001+ employees
Posted today
More information about location
1-3 days a week in office (Harbourside, Bristol)
1001+ employees
Company mission
To make it easy for people to save and invest for a better future.
Role
Who you are
- This is a great opportunity for someone who enjoys solving problems, sharing expertise and making a visible impact every day
- Excellent communication skills, both written and verbal, together with a polite telephone manner
- Friendly and approachable with good customer service skills and able to communicate with colleagues who have varying IT knowledge
- Excellent troubleshooting and investigation skills
- Ability to lead team discussions
- Providing VIP/ white glove ticket handling
- Excellent customer service skills and broad knowledge of IT
- Using IT Service Management tools such as ServiceNow
- Excellent knowledge of Office 365 and MS Operating Systems
- Use of and understanding of 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 working in a financial institution is desired but not mandatory
- Experience in training, mentoring and supporting junior colleagues
- Experience in overseeing rotas and conducting quality assurance of tickets while providing feedback to others
What the job involves
- Hargreaves Lansdown has an exciting opportunity for a Senior Service Desk Analyst to join the team. In this role, you’ll be a trusted point of support across the business, delivering an excellent service and acting as the first escalation point for incidents and service requests
- You’ll resolve issues efficiently, keep colleagues informed and identify trends that help improve how we work. Alongside managing tickets and stakeholder relationships, you’ll maintain knowledge articles and documentation, mentor junior colleagues and support the wider team to deliver against KPIs and SLAs
- Deliver exceptional IT support to internal colleagues, always focused on providing the best possible experience
- Act as the first escalation point for incidents and service requests, stepping in with first-line support where needed
- Escalate tickets to specialist support teams when needed, attending major incident and P1 reviews and staying involved through to resolution
- Follow service management processes and standards to deliver 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 your workload effectively to meet SLAs, drive continuous improvement and act 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 look for opportunities to improve the quality and effectiveness of IT support
- Act with integrity and responsibility in every aspect of the role
- Handle colleague and client information securely, always 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
Application process
- End Date: June 9, 2026
- This will be a one stage interview process including both competency and technical based questions
Salary benchmarks
Our take
Hargreaves Lansdown is the UK's number one investment platform for private investors, trusted by 2M people to help manage their money. Founded back in 1981 in a spare bedroom, it's grown into a powerhouse, and with more than £170B in assets under its administration, it's become the biggest name in DIY investing in the country.
The company offers a wide range of services that include Stocks and Shares ISAs, pensions (SIPPs), savings accounts, and a market-leading investment app, making it easy for everyday people to invest, save, and better plan for their retirement.
Recently, HL was taken private in a £5.4B deal, with new leadership aiming to modernise and future-proof the business. And despite more competition from digital challengers, it continues to thrive, adding more customers, launching new features, and paying strong dividends. On top of that, it's got over 40 years of experience and a forward-thinking team driving it towards even more success.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Company
Company benefits
- Generous Discretionary Annual Bonus
- Up to 19% Pension
- Private Medical Insurance*
- Health Cash Plan
- Income Protection
- Life Assurance (4x Salary)
- Additional Holiday Purchase
Company HQ
Canon's Marsh, Bristol, UK
Leadership
Richard Flint
(CEO)Previously, Richard spent over 5 years at Sky Betting & Gaming as CEO and an Executive Chair. Prior to that, he spent over 13 years at Sky as a Managing Director. Now, he is an Investor and Chairperson at a number of companies.
Mohamed Ait Si Brahim
(Group CTO)Mohamad is also a Member of the Harvard Business Review Advisory Council. Previously, he spent over 7 years at Profile Pensions as CTO. Prior to that, he was a VP of Engineering at OpenGamma and Head of Market Risk Technology at LSEG.
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