Junior IT Support Analyst

About Finova
Finova is the UK's largest mortgage and savings technology provider, powering one in every five mortgages across the country. Our agile, cloud-native solutions help over 60 banks, building societies, specialist lenders and equity release providers — plus a network of 2,400+ brokers — stay ahead of the market.

We offer a flexible, proven suite of software that covers the full customer journey — from mortgage and savings origination to servicing and CRM. Backed by an open architecture and a team with deep industry expertise, our platform is built to scale. Today, we process over £50 billion in loans each year, manage nearly £50 billion in savings, and support the digital servicing of more than 650,000 UK borrower accounts.

For Lenders

Finova offers a flexible, modular technology suite designed to help lenders move faster, scale efficiently, and deliver standout digital experiences. You can run your entire mortgage and savings business on Finova — or just use the modules you need, tailored by our team or configured in-house through our low-code platform.

About The Role
As a Junior IT Support Analyst, you will be part of our IT Helpdesk team, providing first-line technical support to internal users and ensuring all IT requests and incidents are handled efficiently and within agreed service levels.

You'll be responsible for managing support tickets, maintaining high standards of customer service, and escalating complex issues to senior analysts where necessary. This role is ideal for someone early in their IT career who is driven, organized, and eager to learn in a fast-paced technology environment.

What will you be doing?

• Manage and prioritize incoming IT support tickets through the helpdesk system, ensuring SLAs are consistently met.
• Provide first-line support for hardware, software, and network-related issues across Finova's offices and remote teams.
• Maintain detailed records of incidents, resolutions, and escalations in line with IT processes and documentation standards.
• Escalate complex technical issues to senior analysts or the IT & Security team when required.
• Proactively monitor open tickets, follow up on outstanding issues, and communicate updates to users.
• Support onboarding activities, including user account setup, device configuration, and access provisioning.
• Contribute to the creation and maintenance of IT knowledge base articles and documentation.
• Assist with routine system checks, updates, and asset management.
• Maintain a professional and customer-focused approach to all interactions.
• Collaborate with the IT team to identify process improvements and enhance service delivery.

About You
Required Skills & Experience

• Previous experience in an IT support or service desk role (internship or entry-level experience accepted).
• Strong understanding of IT support principles and ticket lifecycle management.
• Knowledge of Office 365, Windows 10/11, and basic network troubleshooting.
• Familiarity with ITSM or ticketing systems (e.g., Jira & Freshservice)
• Excellent communication and problem-solving skills.
• Ability to prioritize multiple tasks and work effectively under pressure.
• A proactive attitude with a strong desire to learn and grow within the IT field.

Preferred Skills

• Understanding of Azure Active Directory & Intune.
• Awareness of ITIL principles or certification (desirable).
• Experience with user account management and permissions.
• Understanding of endpoint protection, security awareness, or MFA technologies.
• Desirable: Experience within azure
• Desirable: Experience with Google Workspace administration and support

What We Offer
Leave and Holidays:
30 days of annual leave and 10 public holidays to support a healthy work-life balance.

Health and Wellbeing:
Comprehensive health benefits including medical insurance, group term life cover, personal accident insurance, and wellness services through our insurance partner.

Family-Friendly Policies:
We support our employees and their families with paid maternity and paternity leave, along with flexible options to meet family needs.

Equal Opportunity Statement
We value diversity and are committed to creating an inclusive environment for all employees. If you're passionate about this role but don't meet all the criteria, please reach out—we'd love to discuss how your skills and experiences align with our needs.