1st / 2nd Line Support Analyst in Northampton

Have you previously worked in a Service Desk / IT Analyst or an IT Support role? Are you able to work under pressure in a dynamic environment with the ability to troubleshoot at pace? Does the idea of joining a company who are undergoing a genuinely exciting period of change and growth appeal?

About the Role

Working within a small team, you’ll report to our IT Manager and will take ownership of user problems via a helpdesk, perform technical diagnosis, and fix the issue either remotely or on-site. You’ll provide hybrid 1st and 2nd line technical support and will maintain a high degree of customer service, acting as the primary point of contact for user issues whilst handling a variety of complex technical problems. You will be resolving hardware, software, network, on-premises and cloud issues and will manage system administration whilst ensuring SLA compliance within an FCA regulated business.

What You’ll Do

• Act as the first point of contact for 1st and 2nd line IT issues via our helpdesk ticketing system, communicating via phone, email, Microsoft Teams, and in-person to log and prioritise incoming requests.
• Resolve 1st and 2nd line issues first time, and when not possible, escalate to the relevant team members in line with helpdesk procedures.
• Administer user accounts, permissions, and security access using AD and M365 including JML.
• Image, configure, deploy and support laptops, mobile devices, peripherals, and company infrastructure.
• Diagnose and fix basic connectivity issues, e.g. Wi-Fi, DNS, and LAN/WAN problems.
• Maintain accurate records of IT assets and access rights ensuring appropriate levels of governance and compliance.
• Administer cloud (SaaS and PaaS) applications and services as well as input into new technology decisioning.
• Input into process improvements ensuring the IT dept are always achieving operational continual development.
• Support users in the use of technology and equipment by providing necessary training and advice.

This role will be primarily based onsite, with some hybrid working and will require you to be onsite one Saturday morning every three weeks on a rota basis.

Your Background and Experience

You are a self-starter with excellent communication and interpersonal skills who is comfortable dealing with a wide range of stakeholders (up to our Senior Leadership team). You’ve a strong understanding of Microsoft Windows 10/11, Windows Server, AD, Microsoft 365, Azure and Entra, and knowledge of Anti-Virus and security software. You’ll have networking experience (LAN, WAN, Wi-Fi and VPN), a good understanding of PC hardware and software set-up and configuration along with experience using an ITSM (ticketing system) at an agent level. When an issue arises, you get involved and use your initiative to prioritise your work effectively under pressure and you have the ability to take a step back and analyse / understand the issue to ensure the correct next step is taken.

About Billing Finance

We are a privately-run, family-owned vehicle financing company based on the outskirts of Northampton who are in an exciting phase of Transformation. We focus on customers with non-standard credit profiles that may not fit the automated underwriting processes of other lenders. Our mission is to help get all our people, including customers and staff “where they need to be” by “putting them at the heart of everything we do”.

Our values are:

• We are responsible – We are conscious of our impact on people and planet
• We care about you – We are kind and compassionate with our customers and with each other
• We work with you – We support financial wellbeing for our customers and the wider community

The successful candidate will not only have a successful and fulfilling career with us but will also receive a fantastic range of benefits:

• Discretionary bonus scheme
• Electric Vehicle salary sacrifice scheme
• Pension salary sacrifice scheme
• Private Medical
• Income Protection
• Employee Assistance Programme

The Recruitment Process and How We Will Use Your Data

The recruitment process will involve obtaining information and/or exchanging it with the following organisations to assist with our pre-employment checks prior to interview. Credit Reference Agencies – to complete a soft credit check to understand your financial history. CIFAS – to check both National and Internal databases for fraudulent activity. The personal information we have collected from you will be shared with Cifas who will use it to prevent fraud, other unlawful or dishonest conduct, malpractice, and other seriously improper conduct. If any of these are detected, you could be refused certain services or employment. Your personal information will also be used to verify your identity. Further details of how your information will be used by us and Cifas, and your data protection rights, can be found here https://www.cifas.org.uk/fpn. To complete these checks, you will be asked to provide your address history for the past six years, along with your full name and date of birth. The successful candidate will be required to undergo a Basic DBS check to comply with our FCA compliance framework. A satisfactory Basic Disclosure showing no unspent convictions is a prerequisite for this position. We may also ask for proof of your right to work status or evidence of any qualification or experience prior to being offered employment. Further information on how we collect and use your data during the recruitment process can be found in our Privacy Policy here https://billingfinance.co.uk/privacy-policy/.

Billing Finance is an equal opportunities employer, and we understand that for some candidates to perform their best they may need some reasonable adjustments. If we can make your application journey with us more suitable for you, please do let us know and we will endeavour to help.