Junior Service Desk Analyst

** Junior Service Desk Analyst
** Alfa is looking to recruit a Junior Service Desk Analyst within our Technical Operations team based in London. This is a unique opportunity to work within a service desk environment that will give you the exposure to see through a task from beginning to end. You will be the first point of contact for a range of end user technical support and enquiries related to Alfa’s global IT services.

You will also learn a vast amount of skills, processes and be part of an ever evolving team with exciting opportunities to continue to build a career in IT.For this role we are looking for a strong team player, a natural trouble-shooter with a talent for multi-tasking and prioritising workload. You will be a motivated person who is passionate about delivering a positive service.

You will be keen to develop your skills and knowledge in resolving IT issues and requests in a timely manner, engaging with whatever tasks are required to be addressed.
** What you will do as part of the team:
*** Provide customer service assistance for all technical enquiries, including but not limited to the maintenance and support of Windows and Mac estates, server estates, zoom/teams and video conferencing kit
* Resolve technical incidents, problems and service requests
* Provide regular customer communications and updates to incidents and service requests
* Escalate complex incidents and problems appropriately
* Work with more senior members of the team to investigate and resolve the root cause of repeating problems
* Maintain software and asset inventory
* Collaborate with the Tech Ops Admin team on licence renewals
* Monitor and respond to system alerts
* Perform routine checks and maintenance tasks on a timely basis
* Responding to system backup and replication failures
* Maintain documentation and knowledge base articles
* Highlight area of improvement of service desk processes
** About you
*** Have worked in a support based role, ie 1st Line, Helpdesk, Desktop or Service Desk.
* A passion for technology and a desire to expand your knowledge and understanding.
* Relevant technical qualification
* A strong communicator with brilliant customer service experience
* Experience of working in a dynamic technical team with exposure some of the technologies below:
* Mac OS - Experience supporting Mac OS
* Experience in using a ticketing system to manage and action incidents, problems and service requests.
* Windows 10/11 - Experience supporting Widows 10 / 11.
* Office 365 - Knowledge of Office 365 and experienced using it as an end user.
* Office Video Conferencing equipment - Knowledge of video conferencing services, and some hands on experience as a user.
** About Alfa
** With over 500 employees worldwide, we’re a leading provider of software and services to the global auto and equipment finance industries. Alfa Systems, our technology platform, is at the heart of some of the world’s largest asset finance companies.

Key to the business case for each implementation is Alfa Systems’ ability to consolidate multiple client systems onto a single platform. Alfa Systems supports both retail and corporate business for auto, equipment, wholesale and dealer finance on a multijurisdictional basis, including leases/loans, originations and servicing. An end-to-end solution with integrated workflow and automated processing using business rules.

With over 30 current clients and 26 countries served, Alfa has been delivering successful projects for our customers since 1990, and is expanding rapidly throughout Europe, North America and beyond. We listed on the London Stock Exchange in 2017.
** What we’ll do for you
*** Support you in flexible hybrid working
* 25 days’ annual leave plus bank holidays and flexible cultural days
* Pension contribution match up to 6%
* Provide private health insurance and access to private GP
* Support you with enhanced maternity, paternity and adoption leave with family-friendly policies
* Provide Income protection
* Provide Life, disability and worldwide travel insurance
* Offer interest free loans of up to £10,000 after probation period
* Offer Gympass given access to a range of health and wellbeing gyms, classes and apps
* Support you in pursuing membership of professional bodies
* Offer 5 days per year to attend training
* Offer 3 paid days of volunteering per year
* Service Desk operates a rota which involves being in the office for a week, responsible for routine checks and maintenance tasks for a week and eventually when ready to work a 2pm to 11pm shift to cover Alfa’s US users.
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