service desk analyst London, England
Job description
Job Introduction
UKTOI is responsible for providing support to our UK Branch office network as well as our London and Manchester UK offices. The 1st Line Service Desk team are responsible for logging and prioritising all IT support jobs received. Ideally providing a first time fix or where applicable routing/escalating incidents to the correct IT support groups.
The ideal candidate would have a very high level of customer service experience and ideally past experience working in a Service Desk/IT Support environment. Good interpersonal and communication skills both in written and spoken English will be required as well as good attention to detail.
The individual will be based in the London Head Office. Shift work will be required and this will be split across three different shifts, covering between the hours of 8am to 6pm. The applicant must be willing to work overtime to perform tasks which cannot be carried out during normal business hours. The role will report directly into the I.T. Operations Manager.
Main Responsibility
Key Responsibilities
- Logging and prioritizing jobs – internal calls/ITSD mailbox/IT Hub tickets
- 1st Line technical support – Incident Management/Request Fulfilments/Problem Management
- Providing excellent customer service to the business
- User password resets
- A/D permissioning - Grant access to folders/applications
- Managing hardware lifecycling
- Undertaking colleague IMACs (Installs, Moves, Adds, Changes)
- Admin support for IT Order/UK Store portal – internal systems
- Admin support IT Hub – internal system
- Shift Cover – Providing support from 08.00-18.00 (08:00-16:00, 09:00-17:00, 10:00-18:00)
- JML process – Joiner, Mover & Leaver Activities
The Ideal Candidate
Additional Skills
- Previous Service Desk/Customer Service experience
- Knowledge of PC/Laptop hardware support
- Knowledge of Windows 10 Support
- Knowledge of IPhone/tablet, Airwatch support
- Knowledge of Microsoft Suite of applications
- Basic Knowledge of Lotus Notes, Active Directory, HP Service Manager, WAN/LAN
- Working within SLA’s
Role Qualification:
- Professional competence and relevant experience in financial services or similar background
- A good understanding and knowledge of providing 1st line support
- Strong technical fault finding skills, specifically in relation to Windows based systems
- The ability to lead and work independently as well as working well within a team
- Excellent verbal and written communication skills with the ability to analyse, articulate and present complex issues clearly and concisely
- Professional standard of presentation skills
- Ability to build strong professional relationships at all levels and represent Handelsbanken effectively
- Interpersonal skills and the ability to work well with impact with people at all levels
- Integrity and discretion
- Ability to work well under pressure
- Attention to detail and an organised approach to work
Compliance with the 5 Conduct Rules
- Act with integrity;
- Act with due skill, care and diligence;
- Be open and co-operative with the FCA, PRA and other regulators;
- Pay due regard to the interests of customers and treat them fairly;
- Observe proper standards of market conduct.
Core Values
- Is business-oriented and focuses on the customer.
- Takes a long-term approach.
- Has the courage to make decisions.
- Is innovative and proactive.
- Takes responsibility for his/her own development.
- Has high ethical and moral standards.
- Likes good administrative order.
- Collaborates with others to achieve joint goals.
- Contributes to the development of operations and colleagues.
Competencies
General Competencies
Leadership / Manager Competencies
- Actively Builds Relationships
- Leadership
- Embraces Change and Technology
- Business Orientation
- Acts According to Handelsbanken’s Culture
- Ability to think in new ways
- Creates Business Value
- Role Specific Regulations
- Risk Management, Governance and Controls
Package Description
Competitive + Benefits
About the Company
Handelsbanken is a relationship bank with a decentralised way of working, a strong local presence thanks to a nationwide network of branches, and a long-term approach to customer relations. Each Handelsbanken branch operates as a local business enabling it to make decisions at a local level and provide a bespoke service. The focus is always on the need of the individual customer and not on the sale of specific products.
The Bank is deeply committed to embedding good equality and diversity practice into all of our activities. This is so that we are an inclusive, welcoming and inspiring place to work that encourages everyone to apply, regardless of socio-economic background, age, disability, pregnancy and/or parental status, race (including colour, nationality, and ethnic or national origin), veteran status, marital and civil partnership status, religion or belief, sex, gender reassignment or sexual orientation.
