About the Role We are seeking a detail-oriented and quick-learning Service Desk Analyst to join our Technical Operations team. The successful candidate will be responsible for triaging technical tickets submitted to our mortgage originations platform and managing all 3rd party access requirements. You will be involved in triage and resolution of issues, provide detailed analysis and documentation where needed, and collaborate with 3rd party service providers. You will update our ticketing system and contribute to the QML Technical Operations Process Vault. Responsibilities include: Triage and manage incoming technical tickets related to the origination platform. Perform initial triage against all origination platform incidents and, where possible, manage these through to resolution by resolving internally or escalating to 3rd party service providers. Perform a detailed analysis of issues when needed, collect and collate evidence and/or diagnostics, and upload to 3rd party service providers' ticketing software. Update all issue activity via the ticketing system and contribute to the QML Technical Operations Process Vault to document operational procedures to support other colleagues and maintain up-to-date knowledge of the Finova platform and related technologies. Document and track all support activities in the QML ticketing system as well as the 3rd party ticketing system. Communicate effectively with users to understand and resolve their issues. Collaborate with 3rd party service providers to ensure timely resolution of tickets. Identify recurring issues and suggest improvements to reduce ticket volume. Manage user accounts: set up new users, maintain a comprehensive list of existing users and their access levels on all third-party platforms, and ensure the list is regularly updated for auditing purposes. What We’re Looking For Skills and Competencies Essential: Previous experience in a service desk or technical support role. Strong attention to detail and excellent problem-solving skills. Ability to learn new technologies and systems quickly. Basic understanding of technical concepts and troubleshooting techniques. Excellent communication and interpersonal skills with the ability to work independently and as part of a team. Desirable: Familiarity with ticketing systems and tech service management tools. Qualifications and Experience Essential: Strong analytical and problem-solving abilities. Experience interfacing with 3rd party application service providers. Basic technical knowledge. Ability to create and maintain documentation. Ability to work well in a team environment, listening to guidance from peers and leadership teams to reach the desired outcome. Disciplined, thorough, and meticulous individual who puts the needs of the business first to ensure top-quality results. Desirable: Knowledge of the Finova Apprivo 2 platform. Knowledge of mortgage lending principles. Jira/Confluence understanding/usage. Familiarity with basic coding principles and the ability to write simple scripts to automate tasks and support system functionality. Personal Attributes & Disposition Customer-Centric Mindset: Demonstrates a strong commitment to understanding and meeting customer needs. Proactively seeks customer feedback to improve services and products. Prioritizes customer satisfaction in all decision-making processes. Inclusivity and Respect: Values diversity and actively promotes an inclusive work environment. Treats all colleagues with respect and openness. Encourages collaboration and values different perspectives. Values open, honest, and transparent communication. Data-Driven and Risk-Focused: Utilizes data to inform decisions and improve processes. Adheres to established procedures and guidelines. Maintains a strong focus on risk management and mitigation. Innovative and Bold Decision-Making: Embraces new technologies and innovative solutions. Demonstrates a willingness to take calculated risks. Continuously seeks opportunities for growth and improvement. Why Join Us? Company Bonus Scheme : Up to 10% in line with our policies, rewarding your hard work and dedication. Life Insurance : Coverage up to 4x your salary for peace of mind. Vitality Private Medical Insurance : Comprehensive coverage for you and your family. Hybrid Working : Enjoy the flexibility of working from home 3 days a week, with additional/alternative flexible arrangements considered upon request. Generous Leave : 23 days annual leave, 8 statutory holidays, plus 2 additional paid leave days over the Christmas period. Pension Scheme : Competitive contributions to secure your future. Fantastic Company Culture : We pride ourselves on our inclusive and supportive environment, reflected in our amazing team. Wellbeing Support : Access to resources and programs to support your mental and physical health. Professional Development : Opportunities for training and growth to help you advance your career. Career Progression : Clear pathways for advancement, with achievements recognized and celebrated. About Us At Quantum Mortgages Limited (QML), we are dedicated to revolutionizing the mortgage industry with innovative solutions and exceptional customer service. Established with a vision to simplify the mortgage process, we have grown into a trusted name in the financial sector. Our mission is to offer personalized mortgage solutions that cater to the unique needs of each client, ensuring a smooth and supportive journey from application to approval. What Sets Us Apart: Recognized Excellence: Recently recognized by Mortgage Introducer magazine as the overall top mortgage employer of 2023 and Buy to Let Lender of the Year. Specialist Lender: We specialize in providing finance to professional landlords who are underserved by high street lenders and even many existing specialist lenders. Personalized Service: We offer customized mortgage solutions tailored to individual needs, ensuring our clients receive the best possible support. Join us at Quantum Mortgages Limited and be a part of a team that is shaping the future of the mortgage industry. Together, we can achieve great things.