Location:
Bristol

Salary:
-

Closing Date:
26/01/2022


Job Description

Excited to grow your career?

Our mission is to 'help people save and invest with confidence'. We are looking for great people to join us, so please come and invest in YOUR future at HL.

Are you an experienced IT Support engineer, keen to offer End User hardware and software support in a FTSE 100 company? Do you have excellent customer service and technical skills? Could you tackle the challenges of working in a fast paced, busy and highly regulated environment?

As an End User Support Engineer, you’ll be configuring, maintaining and supporting the hardware and software which support our 2000+ colleagues and over 1.6million clients. Enabling HL to deliver change in a fast-paced environment and thrive at scale, whilst delivering a ‘best in class’ service. You will work closely with our IT support teams and build relationships with key stakeholders as well as using performance metrics to ensure continuous improvement.

Reporting to an End User Support Team Leader, you will also be required to work alone when necessary to diagnose and troubleshoot software and hardware problems for end devices, build and configure new hardware, maintain and support existing hardware, and package and install software applications and programs. You will use ServiceNow, our ITSM tool, to manage tickets, adhering to the incident management and request fulfilment processes. Creating and managing knowledge items to assist self-service. You will be contributing to the continual improvement of the End User Support team, adhering to service management processes, and meeting SLAs.

KEY DUTIES AND RESPONSIBILITIES:

Managing the end user hardware estate, diagnosing, researching and managing requests and incidents through to resolution

Work with our Service Desk and the engineering teams to ensure the end user estate is functioning optimally

Handover of new and replacement hardware, ensuring the end user has a good understanding how to use it and how to seek support

Performing laptop builds and updating of software packages using SCCM and Intune

Keep up to date with the release cycle for key applications and ensure compatibility with the existing environment

Ensure patching and antivirus updates are correctly applied to the end user devices

Troubleshoot hardware issues and perform upgrades based on performance monitoring

Ensure all requests are resolved within SLA

Maintain accurate ticket records, ensuring callers are kept informed throughout the lifecycle of the request.

Adhering to service management processes and standards. Ensuring excellent incident management to minimise business impact

Build effective relationships with colleagues, to aide IT support and the delivery of high standards of service

Create and update Knowledge Items and other relevant documentation

WHAT WE’RE LOOKING FOR:

Knowledge:

SCCM/Intune Administration - packaging software, imaging laptops

Experience working with Mac OSx and Jamf would be advantageous

Understanding of ITIL (ITIL foundation is desirable)

Excellent knowledge of Office 365 and MS Operating Systems

Use of and understanding of IT Tools, Active Directory, Azure AD and Exchange

Experience:

Two years' experience in a customer facing IT support role supporting Windows 10 systems

Proven ability to troubleshoot and resolve both hardware and software technical issues

Experience of adhering to audited procedures

Experience using ITSM tools such as ServiceNow

Skills:

Excellent customer relations skills

Excellent communication skills, both written and verbal, together with polite telephone manner

Friendly and approachable with good customer service skills and able to communicate with colleagues who have varying IT knowledge

Excellent troubleshooting and investigation skills

Well organised and able to prioritise workload

Who you are:

Keen to take initiative

Friendly and positive attitude

Reliable and trustworthy

Collaborative and community focused

Why Hargreaves Lansdown

Here at Hargreaves Lansdown, we’re 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?

Performance-related annual bonus scheme
25* days holiday, plus 8 bank holidays, plus 1 day additional Christmas closure time
Option to purchase up to an additional 5 days holiday each year
Pension scheme - up to 19% contribution
Flexible working options available
Enhanced parental leave benefits
Variety of travel to work schemes, including season ticket loans and cycle to work
Bike storage and shower facilities
Employee assistance programme
Volunteering opportunities
Annual events, activities and sports groups
Smart casual dress policy and dress down Fridays

We know that sometimes the 'perfect candidate' doesn't exist, and that people can be put off applying for a job if they don't tick every box. If you're excited about working for us, and have most of the skills or experience we're looking for, please go ahead and apply. You could be just what we need!

Hargreaves Lansdown is an inclusive employer that values diversity in its workforce. We encourage applications from all individuals without regard to race, religion, gender, sexual orientation, national origin, disability or age.
 
This role may also be available on a flexible working or part time basis – please ask the Talent Acquisition team for more information.

Please note, we are unable to provide employment sponsorship to candidates.

PLEASE NOTE:

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