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IT Support Specialist

2 months ago

Bristol, Bristol, United Kingdom Hargreaves Lansdown Full time
About the Role

We are seeking a skilled IT Support Specialist to join our team at Hargreaves Lansdown. As a key member of our IT department, you will be responsible for providing top-notch support and resolving incidents swiftly.

Key Responsibilities
  • Provide exceptional IT support to internal colleagues, prioritizing the delivery of the best client experience.
  • Act as the first point of contact for all incidents and service requests, triaging tickets and providing efficient first-line support.
  • Escalate tickets to Senior Analysts or wider product team support teams as necessary while maintaining accurate records and keeping callers informed throughout the request and incident lifecycle.
  • Adhere to service management processes and standards, ensuring outstanding incident and request management to minimize business impact.
  • Identify repeat issues and implement better working practices for high-quality service delivery to help drive continuous improvement.
  • Meet SLAs and KPIs by managing workload effectively.
  • Build effective relationships with colleagues and stakeholders to aid IT support and the delivery of high standards of service.
  • Actively seek to learn about Hargreaves Lansdown services and systems, understanding their functionality and impacts to aid better incident management.
  • Create and update Knowledge Items and relevant documentation for effective incident and request management.
  • Foster a welcoming and inclusive environment in all internal support interactions, striving to accommodate the diverse needs of colleagues.
  • Uphold respectful and fair practices in all interactions with colleagues by being transparent and truthful in all communications and ticket handling.
  • Strive for excellence in providing IT support by consistently adhering to high professional standards and continuously seeking opportunities for improvement.
  • Act with integrity and responsibility in all business dealings.
  • Maintain confidentiality by securely handling client and colleague information, adhering to data protection policies and procedures while performing the role.
  • Ensure the well-being and safety of internal colleagues by following established health and safety policies and procedures during the provision of IT support.
  • Act in an environmentally responsible manner by properly disposing of IT equipment and other related waste, such as toner and printer consumables, to align with the company's commitment to sustainability and care for the community.
Interview Process

This will be a two-stage interview process, comprising two one-hour interviews.

The first interview will be an introduction to the team, followed by some competency and technical questions.

The second interview will be a chance to meet the Manager for the department and we'll look to complete a small task to find out more about your prioritization and resilience skills.

Why Choose Hargreaves Lansdown?

We are the UK's number 1 investment platform for private investors, based in Bristol. For more than 40 years, we've helped investors save time, tax, and money on their investments.

To achieve our mission, we believe we have a workplace like no other, with constant learning, dynamic teams, and a great ethos. We're steered by core values that promote service, quality, innovation, and opportunity in everything we do.

What's on Offer?
  • Discretionary annual bonus and annual pay review
  • 25 days holiday plus bank holidays and 1-day additional Christmas closure
  • Option to purchase an additional 5 days holiday
  • Flexible working options available, including hybrid working
  • Enhanced parental leave
  • Pension scheme up to 11% employer contribution
  • Sharesave scheme - have a real stake in HL's future
  • Income Protection and Life insurance (4 x salary core level of cover)
  • Private medical insurance
  • Health care cash plans - including optical, dental, and outpatient care
  • Wellhub - unlimited access to fitness providers and wellness coach sessions
  • Variety of travel to work schemes with bike storage and shower facilities
  • In-house barista and deli serving subsidised coffee and sandwiches
  • Two paid volunteering days per year