IT Service Desk Analyst

at  Novuna

Are you looking to break into the world of IT? Do you enjoy helping people and problem-solving? Passionate about delivering excellent customer service
If your answer is ‘yes’ to all of these, keep reading.
Want to know a little about us?
At Novuna, we care about building a better tomorrow. With a focus on sustainability, and a passion for phenomenal customer experiences, we provide consumers and businesses with the capital they need to realise their ambitions.
We’re proud to be a Top 50 Inclusive employer. We’re a signatory of the Women in Finance and the Race at Work Charter and we’re Disability Confident Committed.
What does the role involve?
Reporting to the IT Service Desk Manager, you will be responsible for interacting with your internal stakeholders to support them with their ongoing IT issues. You will work a 7.5-hour shift pattern between the hours of 7:00 to 18:00, Monday to Thursday with a 7-hour shift on Friday. Every 7 weeks there will be a requirement for you to work 18:00 – 20:00 of Extended Service Desk including the weekend from 7:00-20:00 to ensure our colleague’s calls are answered outside of core business hours. A minimum of 1 day a week will be required to work from our Leeds office.

• Acting as the first point of contact for all IT-related incidents, giving high-quality support
• Logging and maintaining all incidents and requests in our ServiceNow ticketing system
• Providing great communication ensuring that all users are kept informed of progress at all times.
• Making sure that customer requests are recorded accurately and with a high level of detail using the ServiceNow call logging software
  What are we looking for?
  You will be a team player who comes with a positive mindset and is passionate about customer satisfaction. You enjoy working in a highly collaborative role and multi-tasking. You’re curious about asking questions and finding solutions. Should you come with experience with Multi-Factor Authentication and Azure Active Directory this would be a bonus, however, we’ll be happy to provide training for those willing to learn.

Also, we’re looking for the following:

• Knowledge of ServiceNow (Nice to have)
• Excellent communication skills, both verbal and written
• Organisational skills
• Customer focused background

What can we offer you?
At Novuna we take our people promise seriously. If you join us, you’ll have a chance to make a difference, opportunities to learn, and time to shine.

In addition to a market-benchmarked salary and excellent bonus scheme, our offer to you includes:

• Flexible hybrid working
• 25 days’ holiday, plus bank holidays and the option to buy/sell 5 days
• Full wellbeing package including BUPA, digital GP service, 24/7 employee assistance, plus wellbeing events throughout the year

What’s the next step?
Interested? Start your application today and see what Novuna can offer you.
Novuna has been named one of the top 50 most inclusive employers for the fourth year running and this is also reflected in our recruitment process. We are committed to ensuring our application process is inclusive and accessible to all candidates.
We’re Disability Confident Committed, so if you’re a person with a disability, if you’re neurodivergent, or if you have a condition that you believe may affect your performance during our selection process, we’ll be happy to make reasonable adjustments to our processes for you.