Service Desk Analyst

Management Level

Lenvi develops market leading applications for the finance industry. The company employs highly experienced staff most of whom have extensive knowledge of both the finance industry and the technologies required to deliver effective, modern software solutions.

The Service Desk Analyst is a key role within the organisation and will be instrumental in building confidence in our clients’ engagement with the company.  Our clients increasingly occupy the top tier of UK financial services and this role will be required to act as an ambassador for both the company, and its adherence to industry and security best practices.  

The company has two software products – one written in predominantly using the Microsoft technology stack (ice.Net) and the other a mixture of Java, C, and Oracle PL/SQL (Pancredit).

Core Duties/Responsibilities

Lenvi is looking for a bright, self-motivated achiever to join the team.  They require the drive and determination to resolve incidents in an efficient and effective manner, working 37.5 hours between 8am and 5:30pm. In addition there is an on call rota 24 x 7 which is fronted by the Service Desk who are in turn supported by consultants/designers and development staff as part of the on call rota. 

Lenvi Service Desk Analysts need to be comfortable in front of clients and capable of performing well in the following tasks:

• Receive, log and manage incidents and service requests from clients via telephone calls and emails.
• Build strong trust and service-based relationships with clients.
• Deal with client queries on technical and non-technical issues.
• Communicate/liaise on, sometimes, complex lending/software issues between clients and Lenvi technical IT staff.
• Conduct triage, research and resolution of incidents and service requests.
• Working to client SLA’s, ensuring SLA’s are achieved and client expectations are met, or exceeded.
• Resolve incidents, where possible this must be achieved at 1st line resolution.
• Continual communication with client personnel regarding content and progress of incidents.  Actively participating in “ownership” of critical issues raised (service outage) until closed off, which may involve support, running conference bridges, running triage and resolution.
• Monitor/manage progress of incidents and service requests and chase up internally and externally, if necessary.
• Ability to understand database structure and have the capability to construct SQL queries against the database utilising SQL Server Management Studio.
• Troubleshooting any incidents with internal Desktop PC and Laptops.
• Production of internal reporting for other teams with Lenvi.

What We Offer

Save For Your Future - Equiniti Pension Plan; Equiniti matches your pension contributions up to 10%

All Employee Long Term Incentive Plan (LTIP) – Gives all EQ Colleagues the opportunity to benefit if the current owners successfully sell the company for a profit.

Health and Wellbeing – Employee Assistance Programme: counselling, legal & wellbeing support for colleagues and their households. Life assurance cover at 4x salary with the ability to purchase enhance cover.

Employee discounts – Discounts and cashback at your favourite high street stores through our EQ Wins Platform.

Flexible Benefits – The ability to purchase a wide variety of benefits through our flex plan; gadgets, travel insurance, will writing, holiday trading and more.

Time Off – Typically 28 days holiday + bank holidays. 2 volunteer days to get involved with a charity of your choosing.

Winning together – Equiniti ICON award vouchers; recognising the individuals going above and beyond to help the business succeed.

We are committed to equality of opportunity for all staff and applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships.

Please note any offer of employment is subject to satisfactory pre-employment screening checks. These consist of 5 year activity & GAP verification, DBS or Access NI, Credit, Sanctions & CIFAS checks.