Service Desk Analyst

Warsaw, Poland / 40 Hours per week, Monday to Friday

We are looking for motivated Service Desk Analyst, who will join our IT Service Desk Team and will support all colleagues and the wide range of applications, including a number of bespoke systems and SaaS products. As a Service Desk Analyst, you will have exposure to a multitude of internal and SaaS systems and support tools including Active Directory & Exchange. You will enjoy working in a dynamic, collaborative and professional environment.

General information

  • Location:
    Warsaw, Poland
  • Employment type:
    permanent contract
  • Company size:
    80 people
  • Travel involved:
  • Offices Hours
    9:00 - 17:00
  • Operating system:
  • Computer:
  • Mobile phone

Key responsibilities

  • Manage access to all IT systems, follow audited procedures
  • Maintain accurate records, informs colleagues about the process and advises relevant persons of actions taken via our ticket logging system, TOPdesk
  • Processing incidents and service requests initiated by customers using either the Self-Service Portal, email, or telephone.
  • Responsible for the prompt triage of new incident and service request tickets which are logged with IT; categorising, prioritising and assigning, within agreed timescales.
  • Provide quality IT support to all employees
  • Work closely with our Identify Access Management (IAM) team, to safeguard our IT systems and protect company and client data.
  • Become specialists in key applications used at Hargreaves Lansdown, understanding how applications are used, who uses them and risks of incorrect access being provided
  • Systematically interprets colleague requests and identifies solutions and possible side effects.
  • Create and update Knowledge Base, Confluence, documentation;


  • Excellent customer service skills
  • Experience of working in a professional office environment, particularly financial services and/or IT
  • Experience of performing audited procedures
  • Risk awareness: ability to determine and mitigate risk
  • Good understanding of IT hardware
  • Excellent knowledge of Microsoft Office and MS Operating Systems
  • General understanding of ITIL Principles
  • Use of and understanding of IT Tools, for example Active Directory, Azure AD, Exchange.
  • Collaborative/team focused
  • Having an eye for detail and accuracy

Many opportunities to gain and share knowledge and ideas

  • Working with new technologies
  • In-house Trainings
  • Conference budget
  • Training budget
  • English lessons with native speakers
  • Library

Other info

  • Paid Holiday
  • Freedom to choose tools
  • Financial sector
  • 30 microservices and growing

Apply including:

  • CV