Advice Technology Helpdesk Analyst

Job Description

Role and Responsibilities

• Provide front-line technology support services to the Financial Advice practices in our Licensee network. 
• Take end-to-end ownership of queries, incidents, and requests, managing them through to resolution whilst maintaining SLA targets. 
• Identify recurring issues and contribute to the development of guides, FAQs, and training materials.  
• Liaise with internal teams to ensure consistent support across practices and platforms.  
• Contribute to the refinement of team processes and feedback loops for platform improvements. 
• Provide feedback for enhancements to software based on user interactions. 
• Work in a high volume environment while maintaining accuracy, consistency, and clear documentation 

Ideal Skills and Experience

• Problem Solving: Ability to identify, troubleshoot, and resolve client issues across technology systems.  
• Stakeholder Communication: Clear and professional communication with advisers, practice staff, and internal teams.  
• Collaboration: Work effectively with cross-functional teams to ensure consistent support and issue resolution.  
• Financial Planning system knowledge: experienced user of financial planning systems (eg Xplan, Adviser Logic, Plutosoft & DASH) 
• Financial Planning: Experience within the financial planning industry as a Paraplanner/ Client Service Officer with an understanding of Advice Documents and Service Agreements processes. 
• Curiosity: an interest in learning, investigating issues, asking questions, and continuously improving knowledge.    
• Learning Agility: the ability to adapt quickly to changes in workflows, and different practice environments.  
• Customer Focus: Maintain a high level of service and responsiveness to adviser needs.  

Preferred (not essential) 

• Dynamics 365 exposure or familiarity, particularly in relation to case management, service request workflows, or reporting, with the ability to learn and operate within a Dynamics based support environment. 
• Demonstrated experience providing technical helpdesk or application support for business-critical platforms, with the ability to investigate, troubleshoot and resolve user issues in a timely and customer-focused manner. 

Are you interested in this position?
Apply by clicking on the “Apply Now” button below!
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