User Support Analyst jobs in London

Salary: Competitive

Job Title: IT Support Analyst

Location: Loughton, Essex

Who are we?

PDL Finance Limited. Established in 2009 and regulated by the FCA, with a proven track record for customer and employee satisfaction.

What are we looking for?

The IT Department provides support for all the internal IT systems, services, Hardware and software. In this role you will be responsible for the IT infrastructure both hardware, software on client and server equipment and ensuring tickets & tasks on the IT helpdesk are completed for swift resolution within company SLA’s. You would be required to join the Out of Hours team to remotely support the staff at weekends on a rota basis.

This role will enable someone with a good grounding in IT support the ability to enter our company\ small IT team at a pivotal point of our growth giving the right applicant a chance to build their knowledge and experience within all aspects of IT support\ infrastructure and develop targeted experience in the specific discipline of their choice.

Benefits:

• Working within a newly refurbished dedicated office space with free onsite employee gym
• Access to a large breakout space with comfortable seating, pool table and arcade games
• Free on-site parking
• Central Line Train station within one-minute walk with quick access to Central London
• Close road links to M11/M25/A406/A12 and London
• Social events
• Pension Scheme
• Healthshield (health cash back scheme and counselling services)
• 30 days annual leave, incl. Bank Holidays, per annum, with an additional day per year of service (capped at 35 days)
• Eye Test / Glasses reimbursement scheme
• Various team and personal reward incentives

Main Duties and Responsibilities:

Your day-to-day responsibilities will include, but not solely be limited to:

User Support & Service Desk

• To be responsible for the day-to-day delivery of 1st line through to 3rd line support to the organization and act as one of the first points of contact on the IT Service Desk
• To provide IT support & preventative maintenance for all the end user hardware and software
• To update Service Desk calls with progress notes, detailing progress on the task for both the end user and other team members. Communicate with all relevant parties affected by any task in a timely, professional manner
• Ensure that IT issues & faults reported to the IT team are resolved in the shortest possible time, meeting the department's SLA targets, and minimizing the disruption to systems and users critical to the business operations

Identity & Account Management

• Create, modify, and disable user accounts in a hybrid AD\ Azure Active Directory (Entra ID) environment following the IT lifecycle process
• Manage Microsoft 365 licence assignments and group memberships
• Support onboarding and offboarding workflows, coordinating with HR to ensure timely access provisioning and deprovisioning
• Assist with multi-factor authentication (MFA) enrolment and account recovery

Infrastructure & Systems

• Ensure the IT systems are running efficiently. And perform regular health checks & assessment to check hardware\software status and labelling of equipment & cables are up to date
• Resolve complex hardware / software problems including printing issues
• Experience in MS Azure PAS and SAS and Virtual server environments
• Perform Installations, configurations, setting up of servers, workstations and mobile devices using MS Intune
• To take a pro-active approach through monitoring the performance of systems and making regular routine inspections of installed equipment and taking corrective avoidance actions to prevent wider problems
• Assist the Cyber security team with security policies and processes

Documentation & Process

• Maintain accurate IT asset records and contribute to the internal IT knowledge base
• Document support procedures, common fixes, and configuration guides
• Assist with IT project tasks as directed by the Head of IT
• Assist with vendor selection on new products and services relating to IT systems and services
• Participate in out of hours remote support rota at weekends and bank holidays

Skills & Experience:

Essential

• Experience with Microsoft Intune / Endpoint Manager for device management
• Experience with Microsoft Teams administration and/or SharePoint Online
• Familiarity with IT ticketing systems (Jira Service Management or similar)
• Experience with Azure Active Directory / Entra ID user and group management
• Understanding of networking fundamentals (DNS, DHCP, TCP/IP, VPN)

Desirable

• Familiarity with hardware firewalls (Cisco, SonicWALL, etc)
• Microsoft, ITIL, CompTIA A+, Certifications desirable
• Azure infrastructure and Hyper-V experience

Person Specification

• Customer-focused mindset with clear, professional communication skills
• Methodical approach to troubleshooting with strong attention to detail
• A self-starter comfortable working in a small team with a wide remit
• Eager to learn and develop technical skills across cloud and on-premises technologies
• Calm under pressure, with the ability to prioritise competing demands

Commitment to perform to high standards and:

• act with integrity;
• act with due care, skill and diligence;
• being open and cooperative with the FCA, the PRA and other regulators;
• pay due regard to the interests of customers and treating them fairly; and
• act to deliver good outcomes for customers

Understand the requirements of Principle 12 (Consumer Duty), specifically relating to:

• PDL’s products and services meeting the needs of its target market including any vulnerable consumers to ensure good customers outcomes in regard to:
• affordability,
• sustainability,
• appropriate marketing,
• sound customer understanding (across the customer base); and
• high levels of customer support.

This is a summary of the role and you are expected to undertake additional ad-hoc duties as and when necessary to fulfil the needs of the business

Job Types: Full-time, Permanent

Benefits:

• Company events
• Company pension
• Discounted or free food
• Free parking
• Gym membership
• Health & wellbeing programme
• On-site gym
• On-site parking
• Private medical insurance
• Referral programme
• Transport links

Education:

• GCSE or equivalent (preferred)

Experience:

• IT support: 2 years (required)

Work authorisation:

• United Kingdom (required)

Work Location: In person