Helpdesk Support Analyst

As Australia's fastest-growing Fintech (and one of the fastest-growing globally), Lendi has been steadily disrupting the mortgage industry by pioneering our best-in-class technology platform and suite of tools; competitively-priced lending products and seamless customer experience. 

We’re currently in our next exciting phase of growth: Lendi, ‘The Home of Home Loans’, has arrived. Want to be part of the online home loan revolution?

Well, now’s your chance! Our goal has always been simple: to make the home loan application process pain-free for consumers, while enabling our Lending Specialists to significantly outperform their peers with unrivalled support structures and awesome technology. 

Technical Support Analyst

about the role Provide outstanding customer experiences to corporate team members and brokers as part of a Level 1 Technical Support function within the Lendi Group team in the Philippines. 

This role provides a critical IT support function to the Lendi Group team based in Manila, providing quality customer service, operational and system support by ensuring fast, quality resolution of incidents, enquiries and user lifecycle tasks. 

Responsibilities

Respond to and resolve enquiries received via self-service case logging, webchat, phone calls and email within agreed timeframes, keeping users informed of the status of their cases through to resolution.Provide functional and technical user support to team members on systems, processes, and technology within the Lendi Group environmentsEscalate cases to the Level 2 Platform, Technology & Engineering teams to resolve technical issues.Log cases to external providers and monitor case progress to resolution keeping users updated of the same.Build and re-build laptops as needed to enable users to commence or continue their work. Follow build processes provided by Level 3 engineers.Provide effective education and information to users on best practice use of systems and technologies (e.g. laptops, telephony, Lendi Platform, Office 365, Windows etc)Create, review and update knowledge articles, self-help guides and documentation to support the local teamRecord accurate and timely case notes to keep users appraised of case progress and allow for problem analysis and prompt escalation.Remote troubleshooting of IT hardware and software issuesMaintain hardware and software inventory control and asset management records.Coordinate with external vendors and Operations team for ordering of new hardwareLiaise with relevant internal and external teams for additional information to resolve specific enquiriesUndertake training or other learning activities on assigned subject matter related to services and systems supported

Qualifications

Has at least 5 years of experience in Technical Support or Service Desk roleHas experience with Technical Support Level 1 with Microsoft Window User Environment, Mac User Environment and Office 365Strong knowledge in maintaining and troubleshooting devices (Windows and Mac)Has the ability to investigate issues & troubleshoot effectively based on initial input provided by the affected userAble to help users navigate on systems by providing tailored instructionsCan troubleshoot IT hardware and software issuesPreferably has experience working with a lending or financial services account/organizationExcellent interpersonal skills and ability to work well within a team environment.Ability to work pro-actively and reliably to deadlines, much of the time without constant supervision.Ability to prioritize and manage multiple complex issues and adapt to different challenges and changing priorities.Must have an attitude of continuous improvement – looking for innovation and improvement in existing and new processes, knowledge, systems and self-service capabilities to reduce incident cases.

What's in store for you at Lendi?

You'll be able to work Flexi-first where you can choose where you want to work (Work from home (WFH, home-based) set-up and the likes). This role is required to report to our Makati office once (1x) a week.Health Insurance (HMO for you & 1 free dependentHealth & well-being programsGenerous amount of leaves (total of 30 leaves - 25 Annual/Vacation leaves (VLs) & 5 Sick Leaves (SLs))Extra leave credits are given when you will get vaccinatedExtra allowances will be given for WFH set-up such as internet subsidyLife insurance effective on Day 1Fixed weekends off! (Mondays to Fridays only - permanent Dayshift)Access to training and opportunities for career progression/promotionFun & exciting monthly social clubs - at the moment done virtuallyGovernment mandated benefits are provided - SSS, Philhealth, & Pag-ibig.

      & many more!

How to Flexi-first:

You must have a stable fixed internet connection (min 20mbps)An ample working space with office desk & chair is also requiredLendi will provide you with your equipment such as a laptop, extra monitor, mouse, keyboard, headset, & laptop riser.

 If this sounds like something you would like to explore, please send your resume and a covering letter detailing your relevant experience and what separates you from your peers.

Please complete the resume upload & your application in Trakstar.