Job Introduction
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 1st Line Service Desk team logs and prioritises all IT support jobs received, providing a first‑time fix or routing/escalating incidents to the appropriate IT support groups. The role is based in the London Head Office and requires shift work across three different shifts (8am–6pm), with overtime as needed. The role reports directly to the IT Service Desk Manager.
Responsibilities
* Providing excellent customer service to the business.
* Logging and prioritising jobs – internal calls/ITSD mailbox/IT Hub tickets.
* Delivering 1st line technical support – Incident Management, Request Fulfilments, Problem Management.
* Performing user password resets and A/D permissioning – granting access to folders/applications.
* Managing hardware life cycling and undertaking colleague IMACs (Installs, Moves, Adds, Changes).
* Administering support for IT Order/UK Store portal and IT Hub – internal systems.
* Covering shift support from 08:00–18:00 (08:00–16:00, 09:00–17:00, 10:00–18:00).
* Managing the JML process – Joiner, Mover & Leaver activities.
Ideal Candidate
* Previous Service Desk or 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.
* Experience working within SLA’s.
* ITIL knowledge.
Company Information
The Bank is deeply committed to embedding good equality and diversity practice into all of our activities, creating an inclusive and welcoming workplace that encourages everyone to apply regardless of socio‑economic background, age, disability, pregnancy, parental status, race, veteran status, marital status, religion, sex, gender reassignment or sexual orientation.
Benefits
* Wide range of learning and development opportunities.
* Competitive salary and extensive benefits, including private medical insurance, income protection and life assurance.
* A market‑leading pension contribution of 15% paid by the bank, with investment options including ESG and Shariah funds.
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