Ready to do the best work of your life? Join us, and bring everything you have to solve the most fulfilling problems on the market. As a Gold accredited Investor in People we have everything you need to propel your career to new heights. Inclusion is the beating heart of Alfa so whoever you are, you can show up as your best self everyday - be that from home, from our offices, or a little bit of both. We’ve got the tech, we’ve got the opportunities, all we’re missing is you.
Alfa is looking to recruit a 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 a main point of contact for all 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, 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
Provision of services, software, and hardware
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
Continuously identify and improve service desk processes
Work with more senior members to deliver service desk projects
Shift rotation of office visits, maintenance tasks and covering for absences and planned time off.
Occasional off-site and/or out-of-hours maintenance tasks
About you
Proven experience in a similar role and small/medium sized organisation
Demonstrative ability to learn, backed up by current technical IT related qualifications
Experience of working in a dynamic technical team with exposure some of the technologies below:
Monitoring - Experience of monitoring systems and services via a monitoring tool (e.g. Solarwinds Orion, Manage Engine, Nagios). Proactively responding to and troubleshooting alerts and events.
Automation/Scripting - experience of understanding powershell commands and being able to write scripts to automate manual tasks
Mac OS - Able to troubleshoot Mac incidents and problems as well assupport mac users with service requests as well as upgrade Mac OS across a 50+ device estate using Jamf.
Endpoint Patching - experience of pushing security patchings using Jamf for Mac’s and Ivanti Isec for Windows endpoints.
Jira - Experience in using Jira Service Desk to manage and action incidents, problems and service requests.
VMware - Understanding what vmware is and being experienced with administering server builds from templates.
Linux/Ubuntu - Working experience with linux/ubuntu command line operating systems.
Active Directory - Experience in creating user accounts, groups, managing moves and changes.
Windows Server - Experience in troubleshooting Windows 2016, 2019, 2022 servers and operating systems.
Windows 10/11 - Hands on experience in upgrading Windows 10 to 11 and being able to troubleshoot and resolve users' incidents and problems.
Office 365 - Hands on experience in troubleshooting and resolution of user incidents and problems.
Zoom/Teams - Hands on experience in troubleshooting and resolution of user incidents and problems.
Office Video Conferencing equipment - Hands on experience in troubleshooting and resolution of user s incidents and problems.
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.
About Alfa
With over 400 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.
About Us
We're Alfa, a leading provider of software and services to the global asset finance industry. Our class-leading technology platform, Alfa Systems, is at the heart of some of the world's largest and most innovative providers of asset and auto finance, such as Santander, John Deere, Mercedes-Benz and Toyota. Established in 1990 and with over 470 employees worldwide, we are headquartered in London with projects all over Europe, the Americas and Asia-Pacific.
#J-18808-Ljbffr