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 Service Desk Analyst will work as part of the Service Desk team to ensure smooth day-to-day operation of Hodge production and user services. This role provides First line support in the Service Desk Team, the role is responsible for the initial point of contact for all service desk requests, ensuring issues are resolved in a timely and efficient manner and that service delivery is not impacted will ensure business and colleague needs are met.

Behaviours and Values: 

Our purpose is to make life better for customers and society in the moments that matter. At all levels of the organisation, we foster an environment where our organisation values are an integral element of our day to day working practices.

Desirable experience: 

• Experience in a generalist IT support/Service Desk role

In return we offer:

• Salary: £23,593.50
• Permanent Contract

Key responsibilities will include:

1. Provide first line Service Desk support via telephone and Jira Service desk to resolve issues, escalating where necessary to the Service Desk Engineers
2. Identify and resolve issues in a timely manner and with minimal impact to the user, instructing third parties as appropriate.
3. Configuration of Desktops, Laptops and Mobile devices. Arrange repair of equipment where necessary
4. Create new users, amend permissions and disable accounts as required
5. Maintain the company IT asset register
6. 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.
7. To participate as a project resource as and when required
8. Participate in the Service Desk shift rota and provide out of hours support
9. Provide a professional, efficient, enthusiastic and knowledgeable service at all times.
10. Take responsibility for your own development, develop and maintain an up to date knowledge of general applications and infrastructure. Share this knowledge through regular contribution and discussion with the wider team.
11. Maintain an up-to-date, thorough knowledge and understanding of the Group IT systems and processes.
12. Develop and maintain good knowledge of all company polices and procedures and legislative/regulatory requirements, as advised by line management and within the Group Compliance Manual. Including but not exhaustively; Conduct Rules, Data Protection, Money Laundering, etc.

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.