Service Desk Analyst

The Technology team within Handelsbanken is responsible for providing support to our UK Branch office network as well as our London and Manchester UK offices. The 1 ^st Line Service Desk team are responsible for logging and prioritising all IT support jobs received. Ideally providing a first time fix or where applicable routing/escalating incidents to the correct IT support groups., The individual will be based in the London Head Office. Shift work will be required and this will be split across three different shifts, covering between the hours of 8am to 6pm. The applicant must be willing to work overtime to perform tasks which cannot be carried out during normal business hours. The role will report directly into the IT Service Desk Manager.,

• Providing excellent customer service to the business
• Logging and prioritizing jobs - internal calls/ITSD mailbox/IT Hub tickets
• 1^st Line technical support - Incident Management/Request Fulfilments/Problem Management
• User password resets
• A/D permissioning - Grant access to folders/applications
• Managing hardware lifecycling
• Undertaking colleague IMACs (Installs, Moves, Adds, Changes)
• Admin support for IT Order/UK Store portal - internal systems
• Admin support IT Hub - internal system
• Shift Cover - Providing support from 08.00-18.00 (08:00-16:00, 09:00-17:00, 10:00-18:00)
• JML process - Joiner, Mover & Leaver Activities, Your journey with us begins once you have submitted your application. One of our Handelsbanken recruiters will be reviewing your details and will later organise a phone conversation if you match the role requirements. If there is a mutual fit, we will extend an invitation for you to participate in an interview.
There will be a 3 stage interview process with a mix of virtual and face to face interviews will take place throughout November and December. How can we support you to be your best self? Our Talent Acquisition team will be happy to provide support e.g. if you need additional time to prepare for an interview or you have any requirements for any part of the interview/hiring process - just let us know by email [email protected].

The ideal candidate would have a very high level of customer service experience and ideally past experience working in a Service Desk/IT Support environment. Good interpersonal and communication skills both in written and spoken English will be required as well as good attention to detail., Research (by Harvard University) shows that women are particularly likely to second guess themselves and not apply - so if you are worried you don't meet all the criteria, get in touch anyhow and let us do the worrying…
• Previous Service Desk/Customer Service experience
• Knowledge of PC/Laptop hardware support
• Knowledge of Windows 10 Support
• Knowledge of IPhone/tablet, Airwatch support
• Knowledge of Microsoft Suite of applications
• Basic Knowledge of Lotus Notes, Active Directory, HP Service Manager, WAN/LAN
• Working within SLA's
  
  Handelsbanken is a relationship bank with a decentralised way of working, a strong local presence thanks to a nationwide network of branches, and a long-term approach to customer relations. Each Handelsbanken branch operates as a local business enabling it to make decisions at a local level and provide a bespoke service. The focus is always on the need of the individual customer and not on the sale of specific products.
We are embarking on an exciting Business Transformation journey. This transformation will significantly enhance our technology system systems, processes and services, bringing evolution to our ways of working. Join us in this transformative journey, where your dedication, adaptability and commitment will play a crucial role in shaping the future of banking for our valued customers, The Bank is deeply committed to embedding good equality and diversity practice into all of our activities. This is so that we are an inclusive, welcoming and inspiring place to work that encourages everyone to apply, regardless of socio-economic background, age, disability, pregnancy and/or parental status, race (including colour, nationality, and ethnic or national origin), veteran status, marital and civil partnership status, religion or belief, sex, gender reassignment or sexual orientation.

At Handelsbanken, we deeply value our unique culture and values including trust in and respect for each individual. We take pride in nurturing a work environment where people flourish, and where they are empowered to take decisions in their areas of expertise. We take a long term perspective in everything we do and want each employee who joins us to build a long terms successful career with the Bank. What is in it for you?
• We have a wide range of learning and development available, empowering and enabling our colleagues to take ownership of their own development.
• Competitive Salary and an extensive range of benefits is provided, including private medical insurance, income protection and life assurance
• A market-leading pension contribution of 15% paid by the bank, which can be invested in a wide range of funds (including ESG and Shariah funds)