Service Desk Administrator

3 weeks ago

Bourne End, United Kingdom Everyday Loans Full time

This role involves you delivering 1st, 2nd and 3rd line Information Technology support to end users across the business, as part of the Helpdesk team, and ensuring a high level of service to the end user. You will work against a ticketing system, triaging and responding to service requests. This will include basic requests such as resetting passwords through to account administration and creation.

You will be an important part of the wider Technology team, where you will have the opportunity to provide your technical viewpoint, propose process and system improvements, and support projects. You will work with all departments and levels in the business directly, under your own initiative.

While delivering support you will seek to always improve business processes 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.

The systems you support will be our primary business system, Pan Credit, and supporting systems. These range from standard Microsoft Office applications through to bespoke systems, the majority of which are hosted applications. You will interface with many administration portals in order to deliver resolution to end user queries.

A flexible approach is key to this role. Whilst support is predominantly provided during working hours, you must be willing to cover some evenings and weekends as required for out-of-hours processes and support. From time to time, you will be expected to work extra hours to ensure the smooth running of the business systems. You may need to visit one of our branches and Head Office locations throughout the UK. This can be at short notice and can typically include overnight stays for the further away locations.

What you’ll be doing:

* Facilitate IT helpdesk requests – via phone, email, messaging – seeing each one through to resolution

* Primary responsibility for the completion of PAN Helpdesk tickets

* Ticket triage for PAN requests

* Scheduled PAN administration tasks

* Providing information to fulfil audit requests

* Implement user and account changes within PAN, Five9 & other IT Systems as appropriate

* Be a subject matter expert in the administration and operation of PAN as the lending platform

* Occasionally testing new features and fault resolutions in various software and systems

Who you’ll work with:

* All levels of user across the business – face to face, over the phone, via email and messaging

* IT and central Support Functions

* 3rd party vendors

What we’re looking for:

* Financial services or banking experience

* Confident presenter, with excellent written and oral communication

* A calm approach under pressure

* Working proactively

* Respecting others

* Planning and reviewing

* Performance focus

* Judgement and problem solving

* Drive and a desire for self-development

Desired extras:

* Expert PAN knowledge and experience of PAN Credit support

* Experience supporting Microsoft Office applications

* Proven experience of managing a production environment

* Monitor the quality-of-service performance and amend where necessary

* Service Desk experience within an ITIL influenced framework

SM&CR – Conduct Rules Tier 1

In line with SM&CR regulation, Individuals involved with the delivery of products offered by the Company ELG, will be held personally accountable and liable for ensuring that they act with integrity, care and in the interests of the customers and in co-operation with the regulators by abiding to the Conduct Rules. Individuals must also act to deliver good outcomes for ELL’s customers by acting in good faith towards customers (characterised by honesty, fair and open dealing and acting consistently with the reasonable expectations of customers), avoiding foreseeable harm to customers, and enabling and supporting customers to pursue their financial objective

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