RTGS Helpdesk Administrator in RTGS Operations

at  Bank of England

The RTGS Operations team within the Payments Directorate is responsible for operating the RTGS system, which underpins all financial transactions in the UK and is essential to the functioning of the economy and the implementation of monetary and financial stability. The RTGS Helpdesk Administrator is an entry level role, ideal for school leavers or those wishing to begin a new career at the Bank. It is a customer-focussed role, responsible for the query triage and basic operational support of the Bank’s RTGS account holders. You will be expected to represent the Bank / RTGS/CHAPS service in a professional and responsible manner, directing customers to appropriate documentation, FAQs and user guides and escalating or re-directing any live incident queries appropriately.

This is a customer-focussed role, responsible for the query triage and basic operational support of the Bank’s RTGS account holders. You will be expected to represent the Bank / RTGS/CHAPS service in a professional and responsible manner, directing customers to appropriate documentation, FAQs and user guides and escalating or re-directing any live incident queries appropriately.
1. The role holder works as part of a small team, triaging and responding to participant and account holder enquiries received either electronically or by telephone.
2. You are responsible for recognising and appropriately and quickly escalating any live service incidents to RTGS operations management and/or Technology.
3. You will respond to administrative queries such as password resets, ensuring that the correct security controls are adhered to.
4. The role holder will be aware of their risk management and control responsibilities.
5. You will identify external participant training needs and make recommendations.
6. You are responsible for maintaining participant FAQ pages to assist in easier query resolution.