HCUK Service Desk Analyst at Santander

Redhill, England, United Kingdom

Apply Now

Not SpecifiedCompensation

Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

Automotive Finance, Financial ServicesIndustries

Requirements

Experience in IT support/service desk operations, especially in hybrid or regulated environments
Proficiency with Microsoft 365 administration, Windows 10/11, iOS, Android, and endpoint management tools (Intune, Entra ID/Azure AD)
Knowledge of ITSM platforms, networking fundamentals, and security tools (Defender, Mimecast, DLP, MFA)
Support for cloud and SaaS applications
Analytical Thinking to break down complex problems
Planning and Organising to follow procedures and meet deadlines
Teamwork to build strong working relationships
Proactive Nature and approach to process improvement and automation
Communication skills for documentation and training
Customer Focus to ensure user-focused, empathetic, and professional support, leading to high satisfaction

Responsibilities

Provide first and second line IT support via multiple communication channels
Log and manage IT incidents through the IT Service Desk
Troubleshoot device, application, and user access issues with a focus on customer satisfaction
Manage asset and access lifecycle for users and devices, including onboarding/offboarding and permissions
Maintain accurate inventory and compliance with organisational standards
Administer security controls such as password resets, MFA/SSO, and access reviews
Support compliance audits and provide necessary reporting
Support Microsoft 365 suite (Teams, SharePoint, OneDrive, Outlook) and other critical business applications
Manage application access and integration for core and third-party SaaS platforms
Assist with cloud/SaaS onboarding, troubleshooting, and hybrid/remote work solutions
Conduct testing of patches and updates to ensure stability
Support users with generative AI tools including troubleshooting and best practice guidance
Resolve issues related to email delivery, spam, phishing, and data loss prevention (DLP)
Manage safe sender lists and email signature support
Collaborate with Information Security on alerts and educate users on security best practices
Support IT and Information Security departments with invoice processing and tracking
Assist with compliance and audit activities including asset and access reviews
Conduct quality assurance and internal audits to ensure policy and regulatory compliance
Generate reports on incidents, changes, and compliance
Identify recurring issues and contribute to process improvements and automation
Create and maintain user guides and process documentation
Deliver end-user training and communicate effectively with users, vendors, and stakeholders
Build strong relationships to enhance service delivery and support business projects
Support ongoing reviews to improve IT support processes and user experience
Proactively identify recurring issues and implement automation using tools like Power Automate
Identify risks, incidents, and breaches in line with company policies and procedures

Skills

Key technologies and capabilities for this role

IT Service DeskIncident ManagementMicrosoft 365TeamsSharePointOneDriveOutlookMFASSOPassword ResetAsset ManagementAccess ManagementCloud SupportSaaSEmail SecurityPhishingDLPGenerative AI

Questions & Answers

Common questions about this position

What is the employment type for the HCUK Service Desk Analyst role?

The position is full-time employment.

Is remote work supported in this role?

Yes, the role supports hybrid working arrangements.

What are the key skills required for the Service Desk Analyst position?

Key skills include providing first and second line IT support, troubleshooting device/application issues, managing Microsoft 365 suite, handling identity/access/device management, and supporting security/compliance.

What is the team structure for this role?

The Service Desk Analyst reports to the IT Manager, collaborates with the Senior IT Support Analyst and IT team, and liaises with external IT and security providers.

What makes a strong candidate for this Service Desk Analyst role?

Strong candidates will have experience in IT support, incident management, Microsoft 365 administration, security practices, process improvement, and user training, with a focus on customer satisfaction and compliance.

Santander

Provides banking, investment, and insurance services

About Santander

Santander Bank provides a variety of financial services to individuals, small businesses, and large corporations in the United States. Its offerings include savings and checking accounts, loans, credit cards, and investment products. The bank also has specialized services through Santander Investment Services and insurance products via Santander Securities LLC. Santander stands out from its competitors by focusing on community growth, committing $13.6 billion to support initiatives like the 'Cultivate Small Business' program, which aids early-stage entrepreneurs, especially from underrepresented groups. The bank generates revenue through interest on loans, service fees, and commissions, while promoting responsible banking practices and financial education. Santander's goal is to empower individuals and businesses, enhance community prosperity, and provide comprehensive financial solutions.

Boston, MassachusettsHeadquarters

1902Year Founded

$75MTotal Funding

POST_IPO_DEBTCompany Stage

Fintech, Financial ServicesIndustries

10,001+Employees

Benefits

Health, dental, & vision

401k

Flexible PTO

Parental & sick leave

Discounts: technology, travel, auto, fitness, & tuition

Risks

ISO 20022 transition may challenge smaller business partners.

'Quishing' attacks pose a growing threat to consumer security.

Openbank faces competition in the U.S. high-yield savings market.

Differentiation

Santander's Openbank offers a 5.00% APY high-yield savings account nationwide.

The bank's Inclusive Communities Plan pledges $13.6 billion for community initiatives.

Santander's ISO 20022 adoption enhances operational efficiency and data management.

Upsides

Openbank's high-yield savings account attracts more U.S. customers.

Santander's renewable energy financing highlights commitment to sustainable investments.

Proactive cybersecurity measures enhance customer trust and protect digital assets.

Land your dream remote job 3x faster with AI

Try Jobo Free