Service Desk Analyst – EXPIRED

Hodge are a financial services business focused on the retail savings, commercial lending and specialist residential mortgage markets.  Working at Hodge is about making a difference. That starts with our purpose: we make life better for customers and society in the moments that matter.

For over 50 years, we’ve shared the same simple mission: to really make a positive difference for our customers and communities. This ethos is in our DNA, as we are 79% owned by a charity, the Hodge Foundation.

The thing that sets us up to succeed with that mission is our people. We are so proud to have exceptional colleagues at Hodge, and we look to develop and invest in our people through their careers. Hodge is at its best when we enable our people to be their best!

We have achieved significant growth over the last few years and have ambitious plans to expand further.

The Service Desk Analyst 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.
• 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.
• Maintain an up-to-date, thorough knowledge and understanding of the Group IT systems and processes

What we need from you:

• Relevant IT or computer science degree is highly desirable
• Previous experience in a generalist IT support role is also desirable
• Attention to detail
• Logical analysis and trouble-shooting skills
• Organised and methodical
• Problem solving
• Communication – verbally and in writing
• Report writing
• Motivated and enthusiastic
• Uses own initiative and able to work with guidance but minimal supervision
• Good interpersonal skills

In return we offer:

• Competitive Salary
• Based in Cardiff City Centre operating in a highly flexible Hybrid workspace.
• 28 days Holiday with the option to buy more.
• Subsidised Gym Membership.
• Private Medical & Health Insurance
• Extensive learning and development programme
• Generous, personalised benefits package
• Enhanced parental leave – Up to 20 weeks paid Maternity AND Paternity leave
• Company pension contribution up to 15%
• 4 days on top of annual leave for community and charity work
• Flexible working options

Please be aware that should we pursue your application, all our Financial Services employees will be expected to complete background checks to assess suitability for employment, these include; a criminal record, identity, sanctions, adverse finance, fraud prevention and reference checks to comply with our regulatory requirements.

Hodge is an advocate of being an equal opportunities employer, We believe in promoting equality and diversity which is central to our lives today. We welcome applications from all sections of the community and recognises the value a diverse workforce brings to an organisation.

ESG and sustainability are at the heart of everything we do and serves as a reminder of the responsibility we have to our stakeholders, customers, colleagues and the communities we operate in to use our position wisely. We’re currently exploring different certifications available and have done an initial review of how we think we’d fare, as we see this as a real opportunity for Hodge given our social purpose.