IT Service Desk Analyst - #1698398

About Origo

We are a leading FinTech company based in Edinburgh, dedicated to improving the operational efficiency of the UK’s financial services industry.

Established in 1989, we work collaboratively with financial services companies to develop solutions and services to transform operational efficiencies for all market participants, ultimately improving financial outcomes for the consumer.

We also work with Government and other industry bodies to continually deliver and maintain sustainable, cost-effective fintech services – including pensions dashboard. All our solutions enable financial organisations to save time, money and resources, enabling exceptional customer outcomes.

Our team of experts have extensive knowledge and experience in the financial services sector and are passionate about delivering solutions that make a difference.

Role Overview

The IT Service Desk Analyst is a part of the daily operations of the IT service desk, ensuring timely and effective resolution of end-user issues and requests. This role is crucial for maintaining high levels of customer satisfaction and operational efficiency within the organisation.

Service Desk Operations

• Be involved in the daily operations of the IT service desk, ensuring timely and effective resolution of incidents and service requests.


• Work to the IT service desk performance metrics, including response times, resolution rates, and customer satisfaction scores.


• Follow service desk processes and procedures using ITIL best practices and organisational standards.


• Support the Origo end user communities devices and systems including but not limited to, laptops, mobiles, software licenses, office printers, office servers such as file and print servers and Microsoft 365 services. This includes a future spec for the BYOD currently being discussed


• Ability to stay current with the latest IT trends and technologies, and to leverage this knowledge to drive continuous improvement.

Customer Service and Support

• Act as a primary point of contact for IT issues and service requests.


• Maintain a high level of customer service and support, ensuring that all end-user interactions are handled professionally and effectively.

Collaboration and Communication

• Work closely with other IT teams and departments to ensure seamless integration of service desk operations with broader IT initiatives.

Essential Skills and Competencies

• Strong problem-solving and analytical skills, with the ability to effectively prioritise and manage multiple tasks and projects.


• Outstanding communication and interpersonal skills, with the ability to interact effectively with end users at all levels.


• Proficiency in service desk software and tools, including ticketing systems, remote support tools, and knowledge management platforms.


• Proficiency in Office 365.

Desirable

• Experience in the Financial Services sector.


• Microsoft 365 Fundamentals certification.

Working Conditions

• Office based cover will be expected by the team 08:00 – 18:00


• May require occasional evening or weekend work to support critical IT issues or projects

What’s in it for you?

This role offers a fantastic package and the salary on offer will be competitive, commensurate with your skills and experience. On top of this there is a generous benefits package, which includes:

• Annual performance related bonus


• 11% non-contributory pension


• Excellent holiday entitlement


• Critical Illness cover


• Private medical insurance


• Group life cover (4 x annual salary)


• A very useful flexible benefits package which allows you to choose your preferred options from a selection including: additional holidays, bicycle leasing scheme, golf / sports club membership, travel passes etc.

Origo is a Disability Confident Employer

We believe that a diverse workforce brings unique perspectives and ideas. We welcome applications from candidates of all backgrounds.

Applicants must have the Right to Work in the UK