IT Helpdesk Analyst

Salary: £26,000 – £30,000 per year

Everyday Loans is a market leader within the financial services sector, providing sub-prime loans in over 74 branches across the UK and currently has an opportunity for an IT Helpdesk Analyst to join our team in Bourne End!

From our Head Office in Bourne End, the successful candidate will work to deliver 1st, 2nd, and 3rd line Information Technology support to end users in the organization. This will include incident and problem analysis, diagnosis, and resolution skills, ensuring that incidents and requests are resolved and implemented to agreed standards and timescales. You will often provide remote support, researching and resolving more complex or time-consuming issues and escalating when required. You will liaise and collaborate with other service providers, as well as third-party suppliers, to understand highly varied IT issues.

The Role

The systems you support will be our primary business systems like our loan management platform and the supportive systems which will range from Microsoft Office through to bespoke systems, many of which are hosted applications.

Key Responsibilities

• Respond to day-to-day helpdesk requests and take ownership of those in your skillset, occasionally you may be required to visit branches at short notice
• Take phone and video calls from end users
• Provide technical viewpoint during incidents and resolution
• Implement user and configuration changes over a broad range of IT Systems as appropriate
• Occasionally testing new features and fault resolutions in various software and systems.
• Monitoring of system interfaces in order to identify problems early
• Monitor the quality-of-service delivered and seek to continually improve availability of systems and reduce end user impact
• While delivering support you will seek to always improve business process and efficiency. This may include putting forward ideas for your peers to review, writing ‘How-to’ documents for the knowledge base or implementing agreed changes to process.
• You will triage and respond to service requests. This will include basic requests such as resetting passwords through to account administration and system configuration.
• Occasionally you will be involved in business projects at all levels. This may involve a technical viewpoint, stakeholder representation or basic project management.

 Skills/Experience/Competencies

• Service Desk / Helpdesk experience within an ITIL influenced framework
• Experience supporting Microsoft Office applications
• Proven experience of Managing a Production environment
• Experience of managing Windows Desktop and Server operating systems
• Excellent communications skills, both written and verbal. This includes writing of instructions and creating diagrams as required to maintain documentation.
• Previous support desk experience as well as knowledge of supporting: Windows 7 and Windows 10 Desktop, Active Directory, Exchange, WAN\LAN network troubleshooting, basic Windows Server, Managed desktop OS Build support and Office 365 support is a core competency.

The Salary

Dependent on experience

Rewards

Successful applicants will be provided with comprehensive training and a company induction. Salary is competitive alongside an annual bonus scheme. This is supported by an extensive range of benefits:

• Annual Bonus scheme
• Private Healthcare for you and your partner
• Life Insurance
• Excellent company pension 3% employee to 8% employer contribution
• 25 days holiday plus Bank Holidays (you can even buy and sell holiday days if needed!)
• Dental Plans
• Health MOT’s and Gym Discounts
• Hybrid Working Model
• Cycle to Work vouchers
• Taste discount cards
• Childcare Vouchers
• Techsave scheme

Everyday Loans is committed to being a great place to work, and also has an active Employee Forum, Social and Charity Committee’s, and is also a proud foundation partner with MindSet magazine – the UK’s leading mainstream magazine dedicated to the health of the mind, supporting our dedication to supporting healthy minds and mental health in the workplace.