Junior IT Support Analyst

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 work closely with the IT Helpdesk, the wider IT & Security Team, and the Head of IT & Security to support and improve Finova's IT services.

You will help deliver reliable, secure, and scalable IT services for both Finova staff and customers, supporting a modern, cloud-first environment with a strong emphasis on Google Workspace, SaaS applications, and service management tools such as Jira .

You will be responsible for the day-to-day operation of the IT support desk, ensuring tickets are logged, prioritized, and resolved efficiently, while contributing to KPI reporting and service improvements. You'll also provide support and guidance to peers and develop your technical skills across infrastructure, end-user computing (EUC), and security.

This role covers front-office and back-office IT services, including user provisioning, SaaS application support, networking basics, endpoint management, and security operations
What will you be doing?  

• Provide first and second-line IT support to Finova staff
• Ensure timely resolution of support tickets using Jira Service Management
• Provision and deprovision users across Google Workspace and other SaaS platforms
• Support laptops, desktops, peripherals, and mobile devices
• Maintain accurate asset and licence records
• Assist with management of cloud and on-prem infrastructure (Google Workspace, Azure/Entra ID, networking devices)
• Support endpoint configuration and security using modern management tools
• Assist with identity management, authentication, and access controls
• Help with security patching, compliance reporting, and phishing awareness campaigns
• Create and maintain IT documentation, knowledge base articles, and service reports
• Participate in business continuity and disaster recovery planning
• Assist with automation of repetitive tasks using tools like PowerShell and Google Workspace automation
• Identify opportunities to improve IT processes and user experience

About You

• Experience managing Google Workspace , including:
  • User and group administrationExperie
  • Security settings and access controls
  • Device and endpoint policies
• Exposure to Azure AD / Entra ID for identity and access management (hybrid environments)
• Understanding of Single Sign-On (SSO) concepts (SAML, OAuth)
• Experience using Jira and Confluence for ticketing, documentation, and workflows
• Working knowledge of endpoint management tools (e.g., Intune, ChromeOS, MDM solutions)
• Familiarity with Windows 10/11 and basic Windows Server concepts
• Experience supporting SaaS applications and cloud-based tools
• Ability to create and maintain documentation, knowledge base articles, and support guides

Preferred Skills

• Strong experience administering Google Workspace (users, groups, security, devices)
  
• Familiarity with ITSM tools such as Jira Service Management
  
• Basic understanding of networking concepts (firewalls, Wi-Fi, routers, switches)
  
• Awareness of security technologies and best practices
  
• Excellent communication and customer service skills
  
• Strong self-learning mindset with an interest in new technologies
  
• Clear thinking and calmness under pressure
  
• A collaborative, people-focused approach
  
• Ability to work independently and as part of a team

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.