HCUK Service Desk Analyst

This job is with Santander UK, an inclusive employer and a member of my Gwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly.

HCUK Service Desk Analyst

Country:
United Kingdom

Company Background
Hyundai Capital Services UK Ltd operates under the Hyundai Finance, Kia Finance, and Genesis Finance brands, providing funding solutions to retailers and consumers. It is a joint venture between Santander Consumer UK and Hyundai Capital Services Korea, established in 2012.
Job Purpose
The Service Desk Analyst reports to the IT Manager and collaborates with the Senior IT Support Analyst and IT team to deliver first and second line IT support. Responsibilities include managing IT incidents, improving IT processes, supporting hybrid working arrangements, liaising with external IT and security providers, and assisting with IT projects and training.
Key Accountabilities
1. User Support & Incident Management
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.

2. Identity, Access & Device Management
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.

3. Cloud & Application Support
Support Microsoft 365 suite (Teams, SharePoint, One Drive, 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.

4. Email, Messaging & Security
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.

5. Administration, Compliance, Reporting & Process Improvement
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.

6. User Education, Documentation & Stakeholder Engagement
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.

7. Insight and Continuous Improvement
Support ongoing reviews to improve IT support processes and user experience.

Proactively identify recurring issues and implement automation using tools like Power Automate.

8. Risk & Compliance
Identify risks, incidents, and breaches in line with company policies and procedures.

Key Competencies
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.

Key Knowledge & Expertise
Essential:
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 /Azure AD).

Knowledge of ITSM platforms, networking fundamentals, and security tools (Defender, Mimecast, DLP, MFA).

Support for cloud and SaaS applications, identity/access/device…