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Service Desk Analyst

Aggregator Network
Job LocationLondon
EducationNot Mentioned
SalaryCompetitive salary
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent, full-time

Job Description

The Technology Division provides information and system technology services to all business areas in the Bank as part of Central Services, and is responsible for all aspects of the Banks project and programme delivery. We exist to support the Bank in meeting its key objectives and strategic priorities.The Technology Divisions structure is designed to reflect the delivery lifecycle for technology. New technologies and investments are planned and designed and then delivered, operated and maintained in a way that ensures information and data is kept safely and securely. The Division also enables and delivers significant business change initiatives that impact all areas of the Bank. Department Description: The Service Desk consists of 14 analysts reporting to two Team Leaders. The two Team Leaders report to the Customer Service Manager. The Service Desk is the focal point for customers to report IT, Network & Telephony incidents and requests and acts as a communication channel to customers for events which may affect their ability to access IT services, including major incidents. The Analysts provide IT first line contact for all Bank staff. They liaise with Service Managers for Business specific activities, project activity and other IT areas within the Bank. Brief Description : The key responsibility of the Service Desk Analyst is to ensure concise and accurate logging and management of all IT, Network & Telephony incidents and requests reported to the Desk. They must ensure calls are resolved to the highest quality within agreed target times while meeting customer expectations. Analysts spend most of their time logging and fixing first line calls. However, the role is varied and opportunities to undertake ad-hoc tasks and project work may arise. You should be interested and keen to learn IT. An understanding of ITIL Best Practice is desirable Detailed Description: The main responsibilities of the job are:

  • Deliver best practice call management.
  • Acting as first point of contact for IT, Network & Telephony queries,
  • Logging, classifying and routing all new incidents and service requests including incident closures once customer is satisfied.
  • First point of contact for customer liaison and keeping customers informed of progress of incidents
  • Recording, investigating, diagnosing and resolving incidents within agreed fix period within ITSM (our call logging system)
  • Maintaining awareness of service levels for all assigned incidents
  • Ensuring correct reassignment of unresolved or misrouted incidents
  • Attendance at major incident meetings as appropriate
  • Identifying and assisting in the elimination of problems
  • First line requests
  • Specific tasks will be allocated on and ad hoc basis
    • Job Requirements: The jobholders work will be varied. The successful candidate will possess:
  • Excellent customer service skills and Business knowledge including effective listening, patience, empathy and diplomacy
  • Excellent communication, inter-personal, team working and task management skills
  • A commitment to service improvement with a customer focused attitude
  • A high level of quality focus, with an eye for detail and accuracy
  • An understanding and interest in the use of IT within Business functions and ability to understand and react to business priorities and reflect them in call management
  • Confidence to deal professionally with staff at all levels in the organisation
  • The ability to multitask - there is a high and demanding work load with a requirement to juggle priorities on a daily sometimes hourly basis
  • Excellent administration and organisation skills
  • Quick learning skills with information retention and a good technical aptitude/ability
  • Ability to act on own initiative
    • As a unique institution, we have a reward package which sets us apart from other organisations. It includes a competitive salary, but also a much wider offering, including a defined benefit pension and comprehensive flexible benefits. We also offer a working environment which fully supports individuals through flexible working, wellbeing initiatives including an on-site medical and dental unit. The job is relatively structured and many processes must be adhered to, but, it is also expected that the job holder will be able to work on their own as well as within a team. Willingness to share and learn together is critical. A p ositive attitude , reliability and flexibility are also essential qualities Minimum requirements : Active Directory RSA Ace admin Exchange Mailsweeper BES support Mobile Iron for Iphone & Ipads Becrypt/BitLocker Voicemail MX1 Remedy Required - ITIL qualified "Please only apply for this role if you have the relevant experience" This specific role offers a base salary of between £24-28,000 (subject to experience and skillset) The total package also includes:
  • A non-contributory, career average pension giving you a guaranteed retirement benefit of 1/95th of your annual salary for every year worked. There is the option to increase your pension (to 1/50th) or decrease (to 1/120th) in exchange for salary through our flexible benefits programme each year. The current cost to the Bank of providing this pension is 35% of your salary.
  • A discretionary performance award based on a current award pool and target award of 10%, with a maximum potential award of 25%
  • A 7% benefits allowance with the option to take as salary or purchase a wide range of flexible benefits
  • 25 days annual leave with option to buy up to 12 additional days through flexible benefits
  • Private medical insurance and income protection insurance
  • We anonymise applications so hiring managers will not be able to see your personal information such as name and address when reviewing your submission. Please complete the application form questions as requested because incomplete submissions may not be reviewed. Closing date 30/12/2020

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