Colleague Engagement Infrastructure Analyst
4 weeks ago
Join us as aColleague Engagement InfrastructureAnalyst
- This is anopportunity to make a positive impact on our colleagues, deliveringsuccessful business outcomes through exceptional customerservice
- You’ll be actively participating ininitiatives to deliver and improve customer service, processes, andprocedures as well as shape and improve colleaguejourneys
- You’ll work amongst the product andtool sets that we deliver from Colleague Platforms and NetworkServices, helping colleagues and enhancing their experience whenusing our products
- This role is based inGogarburn and our CX Hub office location inEdinburgh
Whatyou'll do
As a ColleagueEngagement Infrastructure Analyst, you’ll be engaging withcolleagues who visit our CX Hub locations and responding to supportrequests from our executive and Enhanced Support community. You’llbe representing our domain, Colleague Platforms, and NetworkServices, listening to colleagues who seek advice on the setup anduse of our bank tools. This will involve investigating andresolving any technical queries, working with our product teams toescalate whennecessary.
You’ll beresponsible for coaching colleagues through their journey whilenavigating our product processes and procedures. As such, you’lldevelop an understanding of our colleagues’ business needs and, inturn, suggest features of our tools and products that will improvethe way they work.
Your rolewill alsoinvolve:
- Identifyingimprovements to enhance the colleague journey and contribute to newtechnology pilots, innovation, and earlylearning
- Supporting a robust service, managedsecurity, and risk culture
- Working closely withour platform teams to build relationships and supportpractice
- Managing escalation to responsibleteams to coordinate support actions and reduce the impact ofincidents
- Taking ownership of operationalincident and engagement records
- Supportingengagement and incident trend analysis, data analysis, and ourdemand reductionactivity
Theskills you'll need
To succeedin this role, you’ll need excellent engagement and communicationskills, able to work with stakeholders at all levels. You’ll alsohave a background in supporting or training end users in Desktop,Mobile, and Microsoft 365 products. You’ll need to enjoy andperform well in a busy environment and have the ability toprioritise tasks while maintaining a high level of accuracy,ownership, and customer service. We’ll also look to you todemonstrate an interest and enthusiasm with newtechnology.
In addition tothis, you’lldemonstrate:
- Experienceand understanding of Zoom, mobile devices, Windows desktop, andvirtual desktop computing
- The ability to conveytechnical information back to your customerseffectively
- Data analysis and Microsoft Officeskills, ideally including Excel and PowerBi
- Knowledge of relevant industry standardtoolsets and processes to drive up customer service within an ITenvironment
- An understanding of operationalprinciples
- Good collaboration and stakeholdermanagement skills
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