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 Service Desk support via telephone and Jira Service desk to resolve issues, escalating where necessary to the Service Desk Engineers
• Identify and resolve issues in a timely manner and with minimal impact to the user, instructing third parties as appropriate
• Configuration of Desktops, Laptops and Mobile devices. Arrange repair of equipment where necessary
• Create new users, amend permissions and disable accounts as required
• Maintain the company IT asset register
• Challenge things that you think could be done better. Live by the spirit of continuous improvement and use Service Desk statistics to identify actions to improve IT service delivery and efficiency.
• Help identify employee training needs, advising relevant line managers appropriately.
• To participate as a project resource as and when required
• Participate in the Service Desk shift rota and provide out of hours support
• Provide a professional, efficient, enthusiastic and knowledgeable service at all times.

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.