Handelsbanken
Service Desk Analyst
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Job Introduction
Handelsbanken combines a long-established relationship banking model with secure, resilient, and customer-focused technology. Our technology teams enable the Bank’s decentralised way of working, delivering systems built for stability, trust, and long-term value.
We are on a multi-year technology and digital transformation journey to enhance customer experience and improve how colleagues work together. By modernising platforms, simplifying processes, and better connecting data and systems, we help relationship teams focus on customers and less on complexity.
Our decentralised culture extends to technology. Teams are trusted to take ownership, make informed decisions, and deliver sustainable, high-quality solutions. We value engineering excellence, pragmatic problem-solving, and strong collaboration across technology, business, and risk.
We offer technologists the opportunity to build lasting careers, deepen their expertise, and contribute to meaningful change. We look for people who care about quality, security, long-term impact, and who want to shape the future of a relationship-led bank.
We also recognise that flexibility can support people to perform at their best, and that it looks different for everyone. While arrangements will depend on the requirements of the role and the needs of the business, we are open to having a conversation around what flexibility could look like for you.
Check our Handelsbanken website for further information.
The opportunity
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 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.
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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.
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.
Key responsibilities
- Providing excellent customer service to the business
- Logging and prioritizing jobs – internal calls/ITSD mailbox/IT Hub tickets
- 1st Line technical support – Incident Management/Request Fulfilments/Problem Management
- User password resets
- A/D permissioning - Grant access to folders/applications
- Managing hardware life cycling
- 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
What we’re looking for
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
- ITIL knowledge
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Why join Handelsbanken
We want everyone at Handelsbanken to feel supported, motivated, and able to do great work. That’s why, alongside brilliant colleagues, meaningful work and training and development opportunities, we provide a variety of benefits designed with your wellbeing in mind.
In addition, there is a flexible benefits package with the key highlights detailed below.
Application next steps
Your journey with us begins once you have submitted your application. One of our Handelsbanken Talent Acquisition Partners will be reviewing your details and will later organise a phone conversation if your experience aligns with our requirements, we will extend an invitation for you to participate in an interview.
This advert will be live for a minimum of two weeks. However, please note that after the two weeks, the closing date could change at any time depending on the number of responses received.
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.
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