Service Desk Analyst – EXPIRED

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 company is unique in that it is 79% owned by the Hodge Foundation, a charity established in 1962 that awards grants to registered charities and is funded by the profits from Hodge.

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.

We are looking for a Service Desk Analyst to be the initial point of contact for all technical 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
• Provide a professional, efficient, enthusiastic and knowledgeable service at all times.

What we need from you:

• Ideally a computer science or IT related qualification
• Experience in a service desk environment would be a huge advantage
• 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:

• Based in Cardiff City Centre or remote operating in a highly flexible Hybrid workspace.
• Private Medical & Health Insurance
• 28 days Holiday with the option to buy more.
• Subsidised Gym Membership.
• Extensive learning and development programme
• Generous, personalised benefits package
• 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.