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End User Computing Analyst

Provident Financial Group
Job LocationLondon
EducationNot Mentioned
Salary£37,000 - £42,000 per annum
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent, full-time

Job Description

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:In this role you will actively support and maintain the end user computing experience by ensuring the successful operation of all end user devices including mobile/desktop device hardware, software builds and installations, face to face and remotely through the effective management of all incidents, service requests, problems and changes logged and resolved/completed in adherence with strict Service Level Agreements (SLAs).Key Responsibilities include:

  • Incident, Service Request, Change and Problem Record investigation and resolution in line with SLA and relevant policies.
  • Engage and maintain effective root cause analysis for appropriate incident and problem cases, making and documenting recommendations and solutions.
  • Have an ability to prioritise different types of incidents and service impacting faults in accordance with the associated impact on end users, customers and production services.
  • Show flexibility to support the wider team remotely as part of a service and/or project orientated structure.
  • Develop additional skills to assist with incidents and root cause activities within other areas of technical discipline across the team.
  • Identify, champion and facilitate transition of appropriate solutions within a regional office location
    • About You:You will be a confident individual who has experience within an IT support role, is team oriented and as the ability to remain calm, but assertive in difficult situations and experience dealing with senior business stakeholders at Director level.
  • Significant relevant work experience.
  • Great customer service skills and a demonstrably high level of customer satisfaction.
  • Positive and proactive approach to problem resolution.
  • Strong attention to detail
  • Ability to work to deadlines.
  • Ability to prioritise and plan workloads.
  • Strong verbal and written communication skills.
  • Experience of root cause analysis and a methodical approach to problem solving.
  • Disciplined and analytical approach to complex issues.
  • Ability to adapt and learn quickly.
  • Self-management and organisational skills.
  • Ability to interact and support stakeholders and customers at a senior level
    • Desirable skills and experience:
  • Exposure to supporting a wide range of systems and solutions but primarily Microsoft based technologies and applications including: Office 365, Exchange/Outlook, Windows 7 & 10, MS Teams, Active Directory and Application deployment tools (SCCM, Intune, Airwatch)
  • Basic networking and telephony skills.
  • Working on Projects and tasks remotely
  • Mobile Device Support including iPhones and iPads.
  • Experience in Identifying and troubleshooting both hardware and software issues.
  • ITIL V3 Certification or equivalent.
  • Experience of supporting end users at senior management and director level is advantageous
    • 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:
  • 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

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