Desktop Support Technician

Job Description

Department Overview

The Technology Directorate manages and supports all aspect of technology delivery across the Bank, from maintaining critical systems which underpin the UK economy, to providing big data analytics, implementing comprehensive cyber security programmes, and introducing innovative solutions in support of a digital workplace.

Technology's key objective is to support all other areas of the Bank in achieving our collective mission to promote the good of the people of the UK by maintaining monetary and financial stability. This is achieved through the delivery of appropriate, high performing, resilient solutions and information services across the organisation and externally.

Technology is structured around a simple operating model: Analyse-Deliver-Service-Secure. This model ensures transparency and effectiveness in our delivery, prioritisation and cost base for IT services and promotes close working relationships with colleagues across the Bank so that we can all deliver with pace and agility.

The Colleague Experience teams are responsible for providing high quality, professional IT support services to customers across the Bank.

Colleague Experience comprises of several teams, providing a range of services. These include End User Computing Desktop Support as well as being responsible for development and maintenance of the Banks workstation and Mobile infrastructure platforms.

Job Description

The role of the 2nd line Desktop Support Technician is to deliver high quality, professional, second line Desktop support for Enterprise IT Services at the Bank across all sites.

Working within a team of 9 staff, the successful candidate will be required to deliver high quality professional support services to customers across the Bank. The candidate must ensure that support calls are managed and resolved to the highest professional standard and within agreed SLAs while meeting customer expectations.

The primary role of the Desktop Support Technician is to apply workarounds and resolutions to IT Incidents to restore acceptable IT Services to the Business to allow colleagues of the Bank to achieve their work goals and ultimately the core purposes of the Bank of England.

The Desktop Support role is a customer-facing role and staff are responsible for providing a high level of support across all business areas within the Bank of England Group for IT Desktop services, including all sites; Threadneedle Street, Moorgate, Debden, and the Agencies.

Having a good understanding of business areas' critical periods, processes and applications is essential.

The Desktop Support Technician may carry out diagnostic or test procedures to identify the cause of an incident either remotely or by visiting the customer. The initial responsibility is to restore services to the customer. Once workarounds are in place, details are to be documented and fed into the Problem Management process to identifying and resolve repeat incidents as problems.

A high level of technical knowledge is needed to be maintained with a solid understanding of Desktop devices including Windows operating systems, VPN and remote solutions, iPad, iPhone, networking & infrastructure, Telecoms, Security, Active Directory and virtual machines.

Role Requirements

Minimum Essential Criteria

• Excellent customer services skills
• Superb communication, listening, interpersonal, team working and tasks management skills
• Strong analytical and problem-solving skills with a logical thought process
• Strong knowledge of supporting key enterprise services; VPN, Citrix, FileSite, BitLocker, Active Directory, SCCM, Windows 10, Office 365, Exchange Online, Desktop Hardware, iOS and voice & data technologies
• Good understanding of the role of IT within the business
• Confidence to deal professionally with people at all levels in the organisation
• Proven technical capability and ability to learn technical skills and achieve professional qualifications
• Knowledge and belief in principles of ITIL specifically Incident, Problem, Configuration and Change Management
• Commitment to service improvement with a customer focussed attitude

Desirable Criteria

• Good understanding of the Bank's core functions, our business area's work and their critical periods
• ITIL Foundation v4

Our Approach to Inclusion

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.

For most roles where work can be carried out at home, we aim for colleagues to spend half of their time in the office, with a minimum of 40% per month. Subject to that minimum requirement, individuals and managers should work together to find what works best for them, their team and stakeholders.

Finally, we're proud to be a member of the Disability Confident Scheme. If you wish to apply under this scheme, you should check the box in the 'Candidate Personal Information' under the 'Disability Confident Scheme' section of the application.

Salary and Benefits Information

We encourage flexible working, part time working and job share arrangements. Part time salary and benefits will be on a pro-rated basis as appropriate.

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.

National Security Vetting Process

Employment in this role will be subject to the National Security Vetting clearance process (and typically can take between 6 to 12 weeks post offer) and the passing of additional Bank security checks in accordance with the Bank policy. Further information regarding the vetting and security clearance requirements for the role will be provided to the successful applicant, and information about how the Bank processes personal data for these purposes, is set out in the Bank's Privacy Notice.

The Application Process

Important: Please ensure that you complete the 'work history' section and answer ALL the application questions fully. All candidate applications are anonymised to ensure that our hiring managers will not be able to see your personal information, including your CV, when reviewing your application details at the screening stage. It's therefore really important that you fill out the work history and application form questions, as your answers will form a critical part of the initial selection process.

The assessment process will comprise of two interview stages.

Please apply online, ensuring that you complete your work history and answer ALL the application questions fully and in detail as your application will not be considered if all mandatory questions are not fully completed.

About Us

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.

The Bank of England will use and protect the information you provide when you apply for a role with us, in line with our obligations under data protection law. This is so we can assess your suitability for the role and administer your application. If you're successful we'll use it to offer you a position and onboard you to join the Bank.

If you would like more details about how your information will be used and your information rights, please visit our recruitment privacy notice

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