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End User Support Analyst
4 weeks ago
About the team: The End User Experience Team supports the Bank by ensuring all issued hardware is performant enabling our colleagues to be productive and collaborate regardless of their location. In addition the Team offers face to face support for issues, fulfils service requests and support Project activity helping the Bank on its continual improvement and growth journey. Our philosophy:Before you read on, we\\\'d like you to know that we\\\'re committed to diversity and hope that our employee base reflects the diverse nature of our society. To understand more, please follow: Our recruitment process can include telephone calls, virtual meetings via Webex and face to face meetings in one of our offices. If you apply for one of our roles, we will be sure to ask you if you require any support with any of these stages. What you will be doing: In this role, you will undertake the day-to-day investigation and resolution of Incidents and fulfilment of Service Requests that are reported to IT. This includes undertaking system administrative tasks, troubleshooting and end-user training whilst acting as the face of IT to the Business. This will require support of the local office, surrounding offices and occasional support of the London Office. Your responsibilities will include… Ensuring Incidents are accurately assigned, updated and resolved through ServiceNow in a timely mannerFacilitating Joiners, Movers and Leavers including deployment of equipment, updates to Active Directory, software installation and building access managementAssisting the wider team in managing core IT administrative processes - including the management of consumables, stock and arranging the disposal of obsolete or damaged equipment and the shredding of data devicesParticipating in the Asset Management process ensuring that all assets are tracked through the CMDB in ServiceNow, correctly allocated, updated and stored securely at all timesParticipating in Mobile Device Management ensuring that all new devices are enrolled correctly, stock of mobile devices is maintained and defective devices are repaired/replaced swiftlyParticipating in the provision of Desktop Hardware (currently Desktops, Laptops, Thin Clients) ensuring that a stock of built devices are available for deployment as requiredLiaising with third-party suppliers as required in pursuit of issue resolution, planned maintenance and service improvementEnsuring Service Requests are fulfilled in line with agreed SLAs and users are communicated to, updating them through the process In return for your commitment: We offer a base salary dependent on experience of between £27,000 - £36,000.Please use this link to see the fantastic benefits available at OSB: Could you be the one?We are looking for talented individuals who have the experience and knowledge set out below:Previous work experience in an IT support role with customer facing support experience working with all levelsStrong knowledge of Active Directory and ITIL Incident Management and Service Request Management processesTroubleshooting experience in respect of hardware/software/network issues We also believe that your career and how you progress is as unique as your individual personality. We continually support our people so they can become the best version of themselves. What to do nextIf this sounds like you, please apply now If shortlisted from your initial application we operate a personalised recruitment process. Interviews are a two way street, we aim for them to be relevant and conversational to get the best out of you OSB Group are dedicated to diversity in the workplace and committed to treating all our employees and job applicants equally. We embrace equal opportunities and are opposed to discrimination on any grounds. As part of our public commitment to the Women in Finance Charter, we have introduced our own initiatives to attract, develop and advance senior women in our sector. We don\\\'t stop there though, we have broadened our approach to encourage diversity and inclusion at all levels and in all roles. Our leadership and Executive Committee are right behind us, to the extent that our Diversity Champions sit at Board level and on a monthly basis receive updates on our progress. All applicants must have rights to work in the UK and be willing to undertake the relevant pre-employment screening checks should your application be successful. #INDLP
