IT Helpdesk Officer (L1) / Tech Service Hub - L1 Specialist

About the role:

Deliver exceptional customer experiences to corporate team members and brokers as a key part of the Level 1 Support team within Lendi Group. In this role, you’ll provide top-notch support to the Lendi Group team, ensuring smooth operations and resolving technical issues, inquiries, and user tasks. You’ll be at the forefront, assisting internal stakeholders and brokers with their technical and broker-related needs, making a direct impact on our success.

What you will do:

• Respond to and resolve inquiries through self-service, webchat, phone, and email, keeping users informed and handle inbound and outbound customer service calls while delivering exceptional support and assistance.
• Provide technical and functional support on systems, processes, and technology within Lendi Group.
• Escalate cases to Level 2 Platform, Technology & Engineering teams as needed.
• Log cases with external providers, track progress, and keep users informed.
• Build/re-build laptops for users following Level 3 processes.
• Educate users on best practices for systems and technologies (e.g., laptops, Office 365, Windows).
• Create, review, and update knowledge articles and self-help guides.
• Record case notes for tracking and escalation.
• Troubleshoot hardware and software issues remotely.
• Manage hardware/software inventory and asset records.
• Coordinate with vendors and Operations team for new hardware.
• Liaise with internal/external teams to resolve inquiries.
• Undertake training on supported services and systems.