Hampshire Trust Bank is a specialist bank, staffed by experts focused on helping UK businesses realise their ambitions. Our dedicated Development Finance, Wholesale Finance and Specialist Mortgages divisions ensure that businesses receive the outstanding service, lasting relationships, integrity and expertise they need to prosper.
We also provide savings accounts to individuals and businesses and since we lend only to businesses, our savers can be sure their money will be used to boost the British economy.
The bank is authorised by the Prudential Regulation Authority and regulated by the Prudential Regulation Authority and the Financial Conduct Authority.
The working pattern of this role is office-based, with an expectation to be in the office 5 days a week. Travel to our Birmingham office is required once a fortnight (paid for by HTB).
For more information, please visit our website: www.htb.co.uk
Our Values and Behaviour
All members of the HTB team are expected to demonstrate values and behaviour that underpin everything that we believe in.
Specialist Customer Focus
We engage with customers to understand their needs and we respond by delivering specialist, high quality solutions.
- We listen to our customers and learn from what we hear and act accordingly.
- We are thoughtful and considered about the solutions we deliver.
- We prioritise good customer outcomes.
- We understand and respond to the distinct needs of each customer.
Delivering Excellence
We uphold excellent standards in all our operations and processes to ensure consistency and accuracy in every transaction.
- We lead with clarity and purpose.
- We embrace change and we adapt.
- We take pride in doing a good job.
- We embrace an ‘Even Better’ mindset and strive for continuous improvement.
Unwavering integrity
We act with integrity. We embrace both the spirit and the letter of the legal and regulatory standards. We recognise the value they add.
- We do the right thing.
- We are transparent in all our dealings.
- We speak up when things are not right.
- We foster a culture of accountability and ownership, not blame.
Team HTB
We foster a respectful and inclusive culture where colleagues feel valued, empowered and heard.
- We lead by example where trust, respect and positive action is role modelled.
- We recognize others when they achieve and celebrate their success.
- We support each other – together we are stronger.
- We value diversity and we collaborate to achieve as one team.
Position
🖥️ About the Department
The IT Service Desk is a core part of the Service Management function for HTB. Supporting all areas of the bank, we are the first point of contact for all IT issues in a department which is undergoing transformation and growth, working with specialist teams and senior stakeholders to deliver excellent outcomes.
🔍 About the Role
We’re looking for a motivated and technically capable
Service Desk Analyst to join our IT Service Desk team on a Fixed Term Contract with the potential to be extended. As the first point of contact for IT support across the bank, you’ll play a key role in resolving technical issues, supporting hardware and software setups, and ensuring a smooth experience for users across both our London and Birmingham offices.
This is a hands-on role with fortnightly travel to Birmingham, where you’ll support our critical applications and collaborate with internal teams and external vendors.
💼 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
- Provide third-party support for Finova and Phoebus applications
- Raise security awareness and identify risks
- Collaborate with internal teams and external vendors to deliver excellent outcomes
Requirements
🎯 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
Other Information
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.
