Business Unit: Technology Operations and Cyber Security
Salary range: £24,800 to £31,000 per annum
Location: Remote with occasional travel to a UK Virgin Money Hub location when required
Contract type: Permanent

OUR TEAM

Our aim is to work with our colleagues across the country to get them back up and running as quickly as possible. While you’re doing that, we’ll train you to get you up to speed with all the tools and knowledge you need to help our colleagues. This is a diverse role where no day is the same and so we are looking for someone who’s able to adapt to the work that comes in daily.

• Provide first line technical assistance to resolve IT related issues to all Virgin Money colleagues.
• Being available for colleagues via call taking or managing workload that is generated via the portal or Live Chat ensuring that the colleague experience is positive.
• Ensure that all incidents are resolved or escalated appropriately to 3rd line teams.
• Ensure all incidents and users requests are appropriately recorded. All information logged and any actions taken to try and resolve the issues are documented.
• Ensure customers are highly satisfied with your personal involvement and that of the IT Operations department as a whole. Act on any feedback shared from surveys and drive improvements in processes and ways of working.
• Adhere to procedures/processes regarding communication of incidents, problems, and changes.
• Build effective relationships with supporting departments, our 3rd parties’ partners, and our customers.
• Ensure that customer focus and providing a high-quality service are at the heart of all activities and processes.
• Be proactive and work with the wider team to develop skills and knowledge.
• Contribute towards maintaining agreed and defined SLA levels for supported systems. Take accountability for breached tickets/SLAs.
• Seek to develop self in line with own objectives seeking support from the Team where required.
• Strive to achieve stretch personal and team targets.
• Take ownership for your own development including taking proactive steps to improve and maintain your skills, knowledge, and behaviours.