IT Support Junior Analyst

This is an exciting opportunity to launch your IT career with the support of experienced technologists—both locally and across our global network. As part of our Internal Technology team, you’ll play a key role in delivering high-quality support to your colleagues in Belfast and more than 1400 employees worldwide.

FinTrU is a multi-award-winning technologically enabled Regulatory Solutions company, specialising in the areas of KYC, Compliance, Legal, Risk & Controls and Operations. Working with Investment Banks around the globe, we design technology-enabled Client Lifecycle Management solutions to help our clients meet their regulatory obligations.

At FinTrU, we are first and foremost passionate about our people, and we recognise that the company is motivated by our employees who live the company values and demonstrate passion in abundance coupled with humility. To continue and attract, develop, and retain the very people that make up our DNA we are committed to investing in supporting you to fuel your continuous professional development journey.

Key responsibilities of this role:

• Provide onsite technical support and resolve incidents in line with Incident Management practices
• Troubleshoot and resolve hardware, software, and network connectivity issues, primarily focused on Windows OS and the Microsoft 365 suite
• Assist users with account administration, including password resets, account unlocks, and permission management through relevant M365 admin centres
• Provide basic support and guidance for internal applications
• Provision and configure new employee equipment (laptops, desktops, peripherals)
• Process employee account changes (new starters, leavers, movers)
• Manage onsite technology, including video conferencing systems and printers
• Accurately log, categorize, prioritize, and track all incidents and service requests in Service Desk Plus
• Escalate unresolved issues to Tier 2 support or other Internal Technology resolver groups in a timely manner
• Strive to achieve First Call Resolution (FCR) and meet targets for Initial Response Time (IRT) and Completed on Time metrics
• Contribute to a positive Customer Satisfaction Score (CSAT) by delivering excellent service
• Follow established IT procedures and contribute to knowledge base documentation
• Participate in team meetings and training sessions to enhance skills and knowledge

Essential criteria for this role:

• Hold a minimum of a Foundation Degree / HND in Computer Science or related discipline
• Demonstrated experience with Microsoft technologies such as SharePoint, Teams, and Exchange, along with a strong interest in pursuing certifications in related products and platforms
• Excellent verbal and written communication skills
• Proven ability to manage daily tasks independently and see them through to completion
• Strong customer service orientation with a proactive and solution-focused mindset
• Availability for regular in-office attendance (four days per week)

We reserve the right to alter or amend the shortlisting criteria at any time during the process.