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Job description

RBC Brewin Dolphin is one of the UK's leading independent providers of discretionary wealth management. We offer award-winning personalised wealth management services that meet the varied needs of over 100,000 account holders, including individuals, charities, and pension funds.

We specialise in helping clients protect and grow their wealth by creating financial plans and investment portfolios that meet personal and professional ambitions and aspirations. Our services range from bespoke, discretionary investment management to retirement planning and tax-efficient investing.

About this Opportunity

We have a new opportunity for an IT Support Analyst to join our team in Newcastle on a 6 month fixed term contract.

You will be providing 1st and 2nd Second Line support to all RBC Brewin Dolphin staff throughout the organisation. And can expect to be logging and resolving incidents and requests that come via phone, e-mail, customer portal, livechat and customers in person. With excellent customer service skills, you will take ownership of all incidents and requests, escalating where necessary.

Both strong people and technical skills are a necessity in this demanding role where you will need to problem solve and fix issues swiftly. You will develop a close working relationship with the 2nd and 3rd Line teams which will be essential to ensure incidents are resolved quickly and effectively.

To provide all-round support, you will be required to work in a rotating shift pattern including shifts that start at 7am, 8am, 9am and 10 am Monday to Friday and Saturday 8am-4pm 1 week in 12. Additional weekend and out-of-office hours may also be required during busy periods.

Responsibilities:

• Providing an excellent Customer Service to all RBC Brewin Dolphin (RBCBD) employees through demonstration of a can-do attitude and service excellence approach.
• Following the Incident Management process and work within agreed SLA’s ensuring targets are adhered to.
• Installing, supporting and troubleshooting software and hardware issues (predominantly MS Office and bespoke finance applications used throughout the RBCBD organisation).
• Liaising closely with all other Support Teams to ensure any issues are logged into the call logging system, escalated where necessary and managed from end to end, providing regular customer updates where necessary.
• Spotting trends to promote a proactive Service Desk environment is important, so that issues are identified and investigated before having a significant impact on the end customer.
• Adopting a proactive approach to ensure the knowledge base is regularly updated and maintained and troubleshooting tips/fixes are shared within the team.
• Taking control of high priority incidents and manage high profile customers to ensure service and reputation is upheld to the highest standards.
• Providing feedback and input for continual service improvement of the Service Desks activities.

Skills

• Customer Service skills are vital as we are looking to deliver a world class customer experience.
• You will be highly motivated and very capable of working on and using your own initiative.
• You will possess a can-do attitude, be solutions focused and will always be willing to help out where necessary.
• You will be a proactive member of the team, coming forward with suggestions and ideas that will be welcomed and encouraged.
• You will proactively look to take on tasks from other support teams to improve the ability of the service desk to fix issues at point of call.
• You will have experience of working in a busy service desk environment with an excellent understanding of incident management, SLAs and working to other typical KPIs and targets.
• You will want to proactively seek to develop your knowledge and skillset whilst trying to resolve all calls efficiently, working to increase your resolution rate.
• Strong communication skills (written and oral) are essential as you will be required to liaise with people at all levels across BD, dealing with challenging situations to ensure a successful outcome.
• You will be able to demonstrate the ability to multi-task effectively, using your initiative to prioritise issues in order to meet and exceed customer expectations.

Relevant Experience

• Strong technical skills across infrastructure, desktop devices and operating systems with the ability to problem solve and fix issues swiftly.
• Experience of managing high volumes of incoming phone calls.
• Experience of managing incoming work from a number of sources such as e-mails, customer portal, event logging, walk ups and live chat.
• Experience of managing calls and requests within SLA.
• Evidence of consistent achievement against performance targets.
• Experience of managing on-boarding, systems access and off-boarding of employees during their organisational lifetime.

About you

We are looking for people with not only the right skills, but those who demonstrate our values in how they approach their work and colleagues

Genuine – Shows empathy and understanding for the needs of clients and colleagues. Team worker demonstrating trust, respect and integrity.

Expert – Applies skills and knowledge to achieve objectives and makes the complex simple. Brings together the right people and grows expertise to get the best results for clients. Seeks continuous improvement.

Ambitious - Works hard to be at their best. Embraces change for the better. Strives to do the best for clients and colleagues

RBC Brewin Dolphin is proud to be an equal opportunity employer. We are committed to recruiting and developing a diverse workforce, inclusive of race, religion, age, gender, sexual orientation and disability. If you have particular requirements in relation to accessibility or mobility during the recruitment process, please let us know and we will do our best to make suitable adjustments.

The closing date for applications is 10/09/2023. Some of our vacancies receive high numbers of applications and we may decide to close this sooner, so we would encourage you to apply as early as possible.

Job Types: Temporary contract, Fixed term contract
Contract length: 6 months

Salary: From £30,000.00 per year

Benefits:

• Company pension
• Sick pay

Schedule:

• Day shift

Supplemental pay types:

• Performance bonus

Work Location: Hybrid remote in Newcastle upon Tyne, NE1