Service Desk Analyst

Do you want to be part of a force for good, helping to make life better for customers & society in the moments that matter? At Hodge, we put people at the heart of our business and that means our customers, colleagues and communities. Hodge is a Welsh financial service provider that focus on commercial lending, and specialist residential mortgage markets.

The successful candidate will act as the initial point of contact for all service desk requests, resolving the requests in a timely and efficient manner to ensure that the wider business and user needs are met.

Key responsibilities will include:

• Provide first line IT support via phone and the IT Service desk ticketing system (JIRA) to resolve incidents and service requests within our SLA (Service Level Agreement)
• Triage & troubleshoot tickets effectively, ensuring tickets are raised correctly and enough information has been provided to allow resolution or escalation where appropriate.
• Take ownership of tickets, occasionally working with third parties to ensure swift and satisfactory resolution.
• Follow processes to ensure end user devices are deployed, retired, updated and repaired appropriately.
• Adhere to IT General Controls to ensure compliance with our Policies
• Maintain and update knowledge base articles (Confluence) to help improve resolution times and quality of service.
• Support the employee onboarding and offboarding process, including user account setup (Azure), deactivation and delivery of equipment.
• Collaborate with other IT Teams to address technical challenges and implement improvements.
• Work on end user projects such as Windows upgrade programmes and end user device refreshes
• Maintain the IT Asset register, MDM (Mobile Device Management) system (Intune, JAMF), RBAC (Role Based Access Control) and AD (Active Directory)(Microsoft Entra ID) with accurate, up-to-date information
• Provide a professional, efficient, enthusiastic and knowledgeable service at all times.
•  Perform routine checks of on-premise equipment e.g. Meeting room equipment, monitors and USB-C docks. Set up on-premise desk equipment where required
• Develop and maintain an up to date knowledge of Hodge applications and infrastructure (Azure, AWS). Share this knowledge through regular contribution and discussion with the wider team.
• Undertake any other reasonable tasks as requested by management.

General

• Comply with all company policies and procedures and legislative and regulatory requirements, including, but not exhaustively, those related to GDPR, Money Laundering, Health & Safety, PRA/FCA regulations, employment and other legislative requirements (as applicable).
• Undertake any other reasonable tasks as and when requested by senior management.
• Develop and maintain an up-to-date knowledge of Compliance & Risk regulatory and legislative information related to products/services (e.g. PRA/FCA rules, Data Protection,
• Money Laundering, etc.), as advised by line management.
  Support the risk culture of the organisation by taking personal responsibility for identifying and managing risks.