Junior Service Desk Analyst
Join Hampshire Trust Bank's IT Service Desk team as a Junior Service Desk Analyst. This role is the first point of contact for IT support across the bank, helping resolve technical issues, manage service requests and ensure a seamless user experience.
Location: Head Office, London
Hours: Monday to Friday, 9:00 am–5:30 pm
Working Pattern: On‑site only
Reports to: Service Desk Team Lead
Department: IT and Operations – Service Management
Key Responsibilities
* Resolve first‑line technical issues and service requests in line with SLAs.
* Log and manage tickets across phone, email and walk‑up channels.
* Build and configure desktops, laptops and mobile devices.
* Support new joiners, movers and leavers with account setup and access changes.
* Maintain audit logs and provide evidence for service management controls.
* Create and update SOPs and knowledge base articles.
* Track hardware movements and maintain asset records.
* Raise security awareness and identify risks.
What We’re Looking For
* Experience in a service desk or IT support role.
* Strong understanding of Microsoft 365, Active Directory and desktop deployment.
* Familiarity with ITIL processes and audit controls.
* Excellent communication and stakeholder management skills.
* A customer‑focused mindset with strong problem‑solving skills.
* Technical aptitude and a willingness to learn and grow.
* Certifications such as ITIL v4 Foundation or CompTIA A+ are a plus.
* Desirable: Degree in Computer Science or similar.
Benefits
* Competitive remuneration.
* Discretionary annual bonus.
* Annual pay review.
* Private Medical Insurance (Bupa).
* Mental health & wellbeing support via YuLife & Bupa.
* 25 days annual leave (increasing with service) + Holiday Buy Scheme.
* Cycle to Work Scheme & Green Car Scheme.
* Enhanced family leave policies.
* Study support & professional membership.
* Hybrid working (where applicable).
* YuLife Rewards – discounts on retail, lifestyle & experiences.
* Pension scheme – 8% employer contribution (non‑contributory).
* Interest‑free season ticket loan.
* Annual volunteering day & Net Zero employer commitment.
If you're ready to take ownership of IT support and thrive in a dynamic, multi‑site environment, we’d love to hear from you.
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