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Service Desk Analyst

Posted 26 Mar 2024
Work experience
0 to 1 years
Full-time / part-time
Full-time
Job function
Degree level
Required language
English (Fluent)

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Hello there. We’re Zopa the Feel Good Money company.

In 2005 we built the first ever peer-to-peer lending company to give people access to simpler, better-value loans and investments. Since then we’ve helped hundreds of thousands of customers take the stress out of money by building our business on honesty, transparency and trust.

It works so well that we want to give our customers access to other great products and tools, empowering them to better manage their money. That’s why, in December 2018, we launched a different type of bank, allowing us to bring a greater range of smart finance products to even more people.

Role Purpose

The Service Desk Analysts role is to support the stable operation of Zopa’s Infrastructure and Applications, by providing 1st and 2nd line support to all employees. This includes company supported applications, troubleshooting computer and network problems, determining the source of issue to ensure SLA’s are adhered to. Contributing to Projects where required will also be part of the role. We are looking for someone proactive with a can-do attitude, and who can think on their feet as well as come up with ideas for improvement.

Role impact:

Improved support and operationsImproved collaboration, utilization and efficiencies across technical servicesUnified team which promotes business strategy and common goalsImprove client escalation and resolution processAbility to support delivery of projects with chosen technologiesImproved customer experience and retention

On a day to day basis you’ll be:

Interrogation of the Service Desk ticketing system throughout the day to provide effective responses and resolutions to queries or issues. Ensuring that raised tickets are responded to within SLA timescalesResponding to calls or e-mails on the service desk, adhering to strict Service Level Agreements for fault resolutions and service requests completionsCarry out installations and configurations of end user workstation hardware, software, networked peripheral devices, cabling, and networking hardware and software productsSupport end user workstation hardware, software, networked peripheral devices, cabling, and networking hardware and software products by testing, maintaining, monitoring, and troubleshooting in order to determine source of computer problems (hardware, software, user access, etc.)Administer and maintain end user accounts, permissions, and access rights as directed by change requests from the Service Desk and in line with the Network Security PolicyAdopt a proactive approach towards all client activitiesCollaborate with all the IT Operations departments when required to ensure business objectives are met

This is the background we'd like to see on your CV/profile:

Previous IT service desk experienceGood understanding of PC hardware, Microsoft operating systems, networking and imaging/building laptopsITIL FoundationDNS, DHCP and group policyUnderstanding of ITIL PracticesGood general overall knowledge of some of the following technologies:Ivanti LandeskJamfWindows 8/10LinuxJira/ConfluenceServiceNowAviya Phone SystemActive DirectoryMicrosoft technologies

On a personal level, these are the qualities we’d like to see:

Excellent oral and written communication skillsPro-active attitudeAbility to prioritize work under pressure and strict deadlinesAbility to communicate and advise technical/service information to different levels

#LI-BM1

Zopa is proud to offer a workplace free from discrimination. Diversity of experience, perspectives, and backgrounds leads to great products and unique company culture. We simply can’t expect to empower our customers to better manage their money without challenging the current status quo. Creating the best place for money is no easy task, which is why we need talent from all walks of life.

Simple loans, smart investments.
That’s us. That’s what we do.
More than a decade ago our founders saw a simple problem: people borrowing money were being charged high rates and those able to invest money were getting low returns. Everyone was losing out.
Our founders wanted to change this and knew that by matching borrowers and investors directly, both would be better off.…


Simple loans, smart investments.

That’s us. That’s what we do.

More than a decade ago our founders saw a simple problem: people borrowing money were being charged high rates and those able to invest money were getting low returns. Everyone was losing out.

Our founders wanted to change this and knew that by matching borrowers and investors directly, both would be better off. Their goal was, and still is, to make money simple and fair.

Fair rates, managed risks, and better rewards. That's how we're shaping the future of finance.

Our name, Zopa, stands for ‘Zone of Possible Agreement’ – a negotiating term that identifies the bounds within which agreement can be reached between two parties.

Want to help us shape the future of finance?

We’re growing faster than ever. Especially now we’ve announced plans to apply to launch a bank.

Finance & Banking
London
230 employees