Service Desk Analyst

at  Bank of England

DEPARTMENT OVERVIEW

The Service Desk consists of 16 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.

JOB DESCRIPTION

The main responsibilities of the job are:

• Deliver best practice call management.
• Acting as first point of contact for IT, Network & Telephony queries which are raised via Phone calls and Live Chat.
• 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 jobholder’s 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, this includes being able to take phone calls back to back.
• Excellent administration and organisation skills
• Quick learning skills with information retention and a good technical aptitude/ability
• Ability to act on own initiative.

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 positive attitude, reliability and flexibility are also essential qualities.

MINIMUM REQUIREMENTS

• Active Directory
• RSA Ace admin
• Exchange
• Mailsweeper
• BES support
• Intune for Iphone & Ipads
• Becrypt/BitLocker
• Voicemail
• MX1
• RemedyRequired - ITIL quailified

The main responsibilities of the job are:

• Deliver best practice call management.
• Acting as first point of contact for IT, Network & Telephony queries which are raised via Phone calls and Live Chat.
• 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 basi

This role offers a salary of circa £27,440 - £30,870 . In addition, we also offer a comprehensive benefits package as detailed below:

• 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.
• A discretionary performance award based on a current award pool.
• A 8% benefits allowance with the option to take as salary or purchase a wide range of flexible benefits.
• 26 days’ annual leave with option to buy up to 12 additional days through flexible benefits.
• Private medical insurance and income protection