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IT Service Desk Analyst

Hampshire Trust Bank -
London

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Job details

Permanent | Full-time
8 days ago

Benefits

Cycle to work scheme
Season ticket loan
Annual leave
Company pension
Private medical insurance
Paid volunteer time
Car scheme

Qualifications

Technical troubleshooting
Desktop support
Writing skills
Incident queue management
User account provisioning
Ticket management
User account management
IT permissions management
Technical support incident logging
Computer skills
Customer support
Customer interaction
IT incident logging
Communication skills
Mobile devices

Full job description

IT Service Desk Analyst

Location: Fenchurch Street, London

Hours: Monday to Friday, 8:30am-5:00pm

Working Pattern: Office Based (No Remote Working)

Reports to: IT Service Manager

Department: IT & Operations - IT Service Management

Travel: Occasional travel as required

Hampshire Trust Bank is a specialist bank, staffed by experts focused on helping UK businesses realise their ambitions.

We offer niche specialty lines, as an SME bank, targeting under-served segments. Our dedicated Wholesale Finance, Bridging Finance, Development Finance and Specialist Mortgages teams ensure that businesses receive the outstanding service, lasting relationships, integrity, and expertise they need to prosper.

We also provide savings accounts to individuals and businesses and since we lend to SMEs, our savers can be sure their money will help boost the British economy. Our vision is to be the go-to bank in our chosen markets; to deliver positive customer outcomes, rewarding careers and great shareholder value through a high-performing culture grounded in excellence and integrity.

Discover more about working at HTB here - Life at HTB | Careers & Inside Hampshire Trust Bank (HTB)

About the Role

We're looking for a customer-focused IT Service Desk Analyst to join Hampshire Trust Bank's IT Service Management team.

As the first point of contact for IT support across the bank, you'll play a vital role in delivering an excellent user experience, resolving technical issues and ensuring colleagues have the tools and support they need to work effectively.

This is an ideal opportunity for someone at the beginning of their IT career. We see this role as a foundation for future growth, with an expectation that you'll spend around two years developing your technical skills, completing relevant qualifications and gaining broad IT experience before progressing into a specialist area such as Infrastructure, Cloud, Security, Networking, Desktop Services or Development.

Key Responsibilities

IT Service Desk & End User Support

Act as the first point of contact for IT incidents and service requests
Resolve first-line technical issues in line with agreed SLAs
Accurately log, categorise and prioritise tickets received via phone, email and walk-up support
Escalate complex issues with clear documentation and troubleshooting details
Maintain regular communication with users throughout the ticket lifecycle

User Administration & Device Management

Build and deploy desktops, laptops and mobile devices to company standards
Support desk moves and hardware deployments
Set up new starters with accounts, permissions and equipment
Manage access changes for movers and securely offboard leavers
Maintain accurate asset management records for all IT equipment

Operational Excellence

Perform daily system checks and escalate any issues identified
Maintain audit logs and support audit activities
Create and maintain Service Desk procedures and knowledge articles
Track and deliver against SLA and KPI targets
Identify opportunities to improve Service Desk processes and user experience

Security & Compliance

Promote security awareness and IT best practices across the business
Support access management and security controls
Ensure documentation and records are maintained accurately
Assist in maintaining compliance with IT policies, controls and audit requirements

Who You'll Work With

You'll collaborate closely with:

Server, Network and Desktop teams
Business Transformation teams
Third-party suppliers
Colleagues across the bank
IT Infrastructure and Security teams

What We're Looking For

Qualifications & Experience

Strong interest in building a career within IT and technology
Good understanding of Microsoft applications and desktop environments
Exposure to Microsoft 365 and Active Directory (through education, self-study, placements or work experience)
Understanding of basic IT troubleshooting principles
Strong customer service and communication skills
Comfortable learning new technologies and systems

Ideal For

Recent graduates in IT, Computer Science or a related discipline
Candidates with a placement year, internship, helpdesk exposure or customer-facing technical experience
Individuals looking to take the next step into a professional IT environment

Skills & Attributes

Customer-focused mindset
Strong communication skills
Curiosity and willingness to learn
Strong attention to detail
Proactive approach to problem solving
Ability to take ownership and follow issues through to completion
Team player with a collaborative attitude

Benefits

Competitive salary
Discretionary annual bonus
25 days annual leave (increasing with service) + Holiday Buy Scheme
Private Medical Insurance (Bupa)
Mental health & wellbeing support via Zurich & Bupa
Pension scheme - 8% employer contribution (non-contributory)
Cycle to Work & Green Car Schemes
Interest-free season ticket loan
Study support & professional memberships
Annual volunteering day & Net Zero commitment
Zurich employee benefits package

If you're passionate about technology, enjoy helping people and want to build your career within a growing specialist bank, we'd love to hear from you.

Quick apply

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IT Service Desk Analyst

About the Role

Key Responsibilities

IT Service Desk & End User Support

User Administration & Device Management

Operational Excellence

Security & Compliance

Who You'll Work With

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Benefits

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