Service Desk Engineer

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.

The Service Desk Engineer 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 Second line support in the Service Desk Team, with a focus on Infrastructure & Cloud (Azure). The role is responsible for handling escalated issues from first line and working with third line and third parties to resolve reported issues. It also involves the work on assigned continuous improvement tasks across a range of technical areas and systems. 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.

Key responsibilities will include:

The role is responsible for handling escalated issues from first line and working with third line and third parties to resolve reported issues. It also involves the work on assigned continuous improvement tasks across a range of technical areas and systems. 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.

• Pro-actively manage allocated Service Desk issues to ensure they are managed to a timely resolution.
• Ensure that customer communication is clear and timely to provide appropriate updates on progress of issues.
• Create and maintain high quality documentation on all work undertaken to enable knowledge sharing.
• Engage with external suppliers and internal development teams to manage issues to resolution.
• Ensure systems changes and fixes align with agreed principles and standards and include relevant quality controls.
• Work with internal teams and external suppliers to investigate and resolve issues and make improvements.
• Investigate infrastructure issues and develop fixes to support BAU activity.
• Investigate Azure related issues and develop fixes to support BAU activity.
• Investigate Dynamics 365 issues and develop fixes to support BAU activity.
• Apply appropriate quality controls to work undertaken.
• Review work and code of other team members.
• Ensure that cyber security requirements are built-in to all work undertaken.
• Undertake detailed triage activities on Infrastructure incidents to provide full information to resolve.
• Configuration and maintenance of Infrastructure services on-site and in the cloud.
• Participate in out-of-hours support arrangements.

What we need from you:

• Experienced within an IT Service Management / Service Design / Transformation role.
• Experience of working in a highly regulated environment
• Educated to degree standard or equivalent or ILM (technology based qualification)
• Self-motivated, accountable and results orientated.
• A Structured thinker and possess good communication skills.

In return we offer:

• Basic salary of £28-30k Depending on experience
• 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.