• Department / Function IT
  • Location Cardiff
  • Number of roles available 1
  • Salary Competitive
  • Closing Date 28/01/2022


Heard of us?

We’re one of the UK’s fastest growing independent finance companies; backing people to fulfil life’s hopes and dreams.

Now is your chance…

The role of Service Support Analyst (1st line) is really important to us. You will be joining us on a permanent contract to support and administer MotoNovo's Systems and Services through the provision of technical advice and guidance, maintenance and problem solving within agreed SLA’s.

When the time is right, we would love to welcome you to our Head Office, in the heart of Cardiff City Centre. In the meantime, you will be based remotely. You’ll be made to feel part of your new team by your Line Manager Alex Jones and colleagues, through regular contact and virtual interaction.  

What would your day look like?

  • Be the first point of contact for MotoNovo Finance Colleagues for IT requests and incidents by being available on the phones, picking up tickets generated in a dedicated Service Desk portal or in person at the Cardiff office.
  • Be calm and patient on the phones, utilising strong customer service and technical problem-solving skills to achieve a positive customer outcome and experience. 
  • Investigate IT incidents and aim to resolve customer issues first time (First-Time Fix) or within the Service Level Agreement time period.
  • Produce clear and concise technical triage notes within ticket records, ensuring on-hold rules are used correctly and tickets are continually updated and managed efficiently.
  • Provide initial technical triage and support for complex incidents, requests and major incidents and pass to the appropriate team. Liaising with other teams and third-party suppliers to ensure ticket resolution.
  • Follow the IT Access Management policy to a high standard, providing or removing system access for users via service requests or the Joiners, Movers, Leavers process.
  • Highlight to management any potential IT risks and follow company and IT policies such as Identity verification for password resets, to ensure regulatory compliance.
  • Installation of software and hardware in line with Motonovo policies and procedures
  • Identify opportunities for service improvements to drive positive changes
  • Contribute to the Service Desk and business knowledgebase, producing IT guides and technical fix documentation. Provide and assist on-site support at the Cardiff office, such as hardware troubleshooting, collecting, organising and provisioning returned equipment when needed, maintaining meeting room technical equipment.
  • Continually learn new systems that are transitioned into support and utilise our LinkedIn Learning access to develop technical and competency skills.
  • Maintain an up-to-date knowledge of regulatory and legislative information related to MotoNovo Finance products and services (e.g. ICOB, FCA Rules, Money Laundering, Data Protection, etc.) as advised by Line Management and gain up to date knowledge of industry trends.

What do we expect of you?

  • Experience within a Service Desk or Customer Service function is advantageous
  • Strong problem-solving skills with a passion for IT
  • Strong communication skills, able to handle customer calls and write investigation and resolution notes
  • Excellent organisation and planning skills and the ability to work as part of a team
  • Experience with Windows (Windows 10), Active Directory, Microsoft Office suite, Avaya.

What can you expect of us?

A friendly and flexible culture, synonymous with our proposition to our customers.
A growing organisation that defines itself as being nimble, lean and strong.
A drive for continuous improvement, which you will be empowered to get behind from day one.
A communicative, accessible and approachable ExCo.

And of course, you will be compensated competitively, with a good range of core benefits and bonus potential. 

Still Curious?

MotoNovo Finance forms an integral part of Aldermore Group, having been brought together with Aldermore Bank, under the First Rand umbrella. Whilst our parent company operates internationally from their HQ in South Africa, we are a UK-based financial services specialist that supports our customers across a range of products and services.  

Underpinned by our strategic blueprint, “backing people to fulfil life’s hopes and dreams”, we thrive upon saying “yes” to our customers. Thousands of customers choose MotoNovo Finance every week to buy their next car, van or motorbike.

This is where you come in. We are on a journey. A journey defined by a destination; to deliver on our purpose over the course of the next 3 to 5 years.

Join us today and we will make the same promises to you as an employee, as we do to each of our customers. We value your differences; welcoming applications from all sections of society. We continue to build an inclusive, empathetic and creative environment; where your views and contributions will inspire new ways of thinking.


MotoNovo Finance is an equal opportunities employer.

We do not accept speculative agency CVs. Any CV received by MotoNovo Finance will be treated as a gift and not eligible for an agency fee. PSL agencies should only send CVs if authorised to do so by Recruitment.

Where a DBS check or CIFAS check is identified as necessary, all application forms, job adverts and recruitment briefs will contain a statement that an application for a DBS certificate or a CIFAS check will be submitted in the event of the individual being offered the position.