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Service Desk Analyst

Provident Financial Group
Job LocationBradford
EducationNot Mentioned
SalarySalary negotiable
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent, full-time

Job Description

About us:Established in 1880, Provident Financial Group (PFG) is one of the UKs leading suppliers of personal credit products to the non-standard lending market. We are a FTSE 250 Company employing over 3,000 staff throughout the UK and Ireland.Provident delivers non-standard lending through our businesses - Vanquis Bank, Provident Home Credit, Satsuma Loans, Moneybarn and Cheque Exchange.About the role:An opportunity has arisen for a Service Desk Analyst who will be responsible for providing 1st Line support for all incidents and requests logged by users both in Head Office and in the field operations. Acting as a point of contact for all users of IT, this may involve fixing a technical fault, fulfilling a service request or answering a query using various communication means.Key responsibilities within the role:

  • Log all incidents, requests and responses into the IT Service Management Tool, providing first line solutions where appropriate and escalating to second and third line support as necessary following the incident management process.
  • To be proactive in identifying trends and advising the Team Leader of possible service implications and solutions. To schedule additional work and ticket management around daily tasks ensuring smooth operations of the desk.
  • Playing an active role in mentoring, coaching and developing other Service Desk analysts.
  • 3rd Party and Vendor communication or escalation in response to Service Support accountabilities.
  • Report any risks/issues associated with current processes or new processes to line management.
    • The skills and experience you will have:The ideal candidate will be able to demonstrate excellent customer service skills and experience along with strong technical troubleshooting support skills in a multi-platform desktop environment. You will have a proactive approach to problem management, excellent communication skills (both verbally and written) with the ability to communicate using technical and non-technical language.
  • Active Directory management, administration and maintenance
  • IT Service Management System knowledge
  • ITIL awareness
  • Core understanding of Microsoft desktop operating systems and associated applications to deal with 1st line user queries/resolutions
  • Basic understanding of computer networking
  • Able to manage own time and workload
  • Able to continually analyse and re-prioritise existing workload and able to identify where assistance is required to prevent unnecessary delays to the end user
  • Able to quickly learn and adapt, applying technical information in a fast paced environment
  • Strong investigation and troubleshooting skills
  • Previous service desk / IT experience desirable but not necessary
    • Why choose a career with usHere at Provident, we like to let our employees know that we appreciate their hard work by offering competitive salaries and a range of reward schemes as well as regular performance management reviews and appraisals so that you can monitor your career progress. On top of that, here are some additional benefits:
  • Starting salary of £19,500 per annum
  • 25 days annual holiday in addition to bank holidays
  • Discretionary annual bonus
  • Pension scheme with Company contributions
  • Life assurance
  • Permanent Health Insurance of 50% after 2 years service
  • Colleague Perks at Work recognition schemes
  • Discounted Onsite Gym Membership available
  • Subsidised staff restaurant
    • Currently the IT Service Desk team are working from home until further notice. New starter training will be delivered remotely via Skype or Microsoft Teams and all equipment needed for the role will be delivered to your home address. The aim is for the team to return to the Bradford office once social distancing restrictions can be relaxed. Required skills
  • Communication Skills
  • Customer Service
  • 1st Line Support
  • ITIL Knowledge
  • Active Directory Management
  • IT Service
  • Troubleshooting Skills
  • Desktop Services

    • Keyskills :
    Communication Skills Customer Service 1st Line Support ITIL Knowledge Active Directory Management IT Service Troubleshooting Skills Desktop Services

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