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Tailor your resume to this Service & Operations Analyst in SERVICE DESK (12 month FTC) role.
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Tailor your resume to this Service & Operations Analyst in SERVICE DESK (12 month FTC) role.
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About the Role
This role is part of the Service Desk team, who are the first point of contact for IT, Network & Telephony queries from Bank employees. The team provide crucial support to the Bank by recording, investigating, diagnosing and resolving incidents within ITSM (our call logging system).
Responsibilities
- Answering customer calls or chats promptly
- Fixing customer IT issues
- Ensuring customer IT issues are logged accurately
- Managing individual ticket queues to a high standard within agreed target times while meeting customer expectations
- Undertaking ad-hoc tasks and project work
Requirements
- Demonstrated experience in a people-related role in Technology
- Experience working on multiple platforms and taking a proactive approach in prioritising workload
- Excellent communication, inter-personal, team working and task management skills
- Excellent customer service skills and business knowledge including effective listening, patience, empathy and diplomacy
- 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
- Experience using Active Directory
- Experience using RSA Admin console
- Experience using Microsoft Exchange
- Experience using Intune
- Experience BitLocker
- Experience using Helix
- Experience using Microsoft Applications
Skills
- Communication skills
- Prioritisation skills
- Ability to respond calmly under pressure
- Inter-personal skills
- Team working skills
- Task management skills
- Customer service skills
- Business knowledge
- Effective listening
- Patience
- Empathy
- Diplomacy
- Quality focus
- Attention to detail
- Accuracy
- Understanding of IT within Business functions
- Ability to understand and react to business priorities
- Professionalism
Location
- London
Work Type
- 12 month FTC
- Flexible working patterns
- Part-time working
- Job-share arrangements
Experience Level
- Minimum Criteria
- Essential Criteria
- Desirable Criteria
Salary/Compensations
- £28,640 - £32,220
Benefits
- Non-contributory, career-average pension
- Discretionary performance award
- 8% benefits allowance
- 26 days’ annual leave
- Option to buy up to 12 additional days
- Private medical insurance
- Income protection
About the Company
- We are the UK's central bank - and we are a bank like no other; known by our peers for our world-leading thinking on policy and strategy.
- Our mission is to promote the good of the people of the UK by maintaining monetary and financial stability. We seek to keep prices stable and people's money safe.
- We know our work matters to people, to families, up and down the UK.
- We are driven by curiosity and the desire to do important, challenging work.
- It takes a great team to run the Bank of England. We rely on each other to play our part.
- We benefit from a collaborative culture and long-established flexible ways of working, supporting our colleagues balance their work and personal lives.
- We strive to be a place where people feel they belong and have equal access to opportunities, because different perspectives helps us make the best decisions for the public.
- There's much to gain from working with us - from career defining work at the heart of the UK economy, being part of a fantastic team, and a rewarding compensation package.
- Join us and find a bank like no other. Together, we can make a difference.
Equal Opportunity
- The Bank values diversity, equity and inclusion.
- We play a key role in maintaining monetary and financial stability, and to do that effectively, we believe we need a workforce that reflects the society we serve.
- At the Bank of England, we want all colleagues to feel valued and respected, so we're working hard to build an inclusive culture which supports people from all backgrounds and communities to be at their best at work.
- We celebrate all forms of diversity, including (but not limited to) age, disability, ethnicity, gender, gender identity, race, religion, sexual orientation and socioeconomic status.
- We believe that it’s by drawing on different perspectives and experiences that we’ll continue to make the best decisions for the public.
- We welcome applications from individuals who work flexibly, including job shares and part time working patterns.
- We've also partnered with external organisations to support us in making adjustments for candidates and employees in the recruitment process where they're needed.
- The Bank values diversity and inclusion – we want to reflect the society we serve better, we want the best people to work for us and we want our workplace to be inclusive.
- We value all forms of diversity, including but not limited to age, disability, ethnicity, gender, gender identity, race, religion and sexual orientation.
- One way we support diversity and inclusion is through our staff run networks.
- We are fully committed to having a diverse and inclusive working environment, and are open to considering how the role might be carried out with flexible working.