Overview
interactive investor is an award-winning investment platform that puts its customers in control of their financial future. We are the UK's number one flat-fee investment platform with assets under administration approaching £75 billion and over 450,000 customers. We offer pensions, ISAs and investments with a simple, flat monthly fee and provide a wide choice of over 20,000 UK and international investment options.
We also bring impartial, expert content from our award-winning financial journalists, a highly engaged community of investors, and daily newsletters and insights. Our values are honesty, transparency, accountability, ambition and passion for delivering for our customers, teams and the business.
Purpose Of Role
This is an exciting opportunity to complement our existing IT Service Desk team, dedicated to providing an excellent IT service to internal customers at all times. The IT Service Desk currently manages approximately 2,000 user incidents per month and supports major incidents, changes and requests.
As an IT Service Desk Analyst you will manage the speedy answer, response and resolution of all inbound incidents and requests via email, phone, in person and via the Internal IT Service Delivery toolset. The right candidate will have experience in a busy Service Desk, the ability to work to strict processes, tight deadlines and adhere to company regulations and procedures. You will manage customer expectations, keep customers updated on status in line with SLAs, build relationships with customers and colleagues, and work within a team to provide excellent service.
Reporting directly to the IT Service Desk Team Leader, the successful candidate will demonstrate enthusiasm, excellent customer service skills, strong technical and diagnostic abilities and a proactive work ethic.
Responsibilities
* Take personal responsibility for delivering objectives in line with company values
* Log, progress and resolve incidents and service requests according to standards and procedures
* Travel flexibility to cover requirements across all ii/Aberdeen office locations
* Document all steps taken on incidents or service requests in the ITSM tool
* Adhere to standard operating procedures to complete service requests
* Escalate calls to appropriate teams when needed
* Manage customer expectations and keep customers updated on outstanding IT calls in line with expectations
Skills & Experience Required
* Minimum 3 years experience in an enterprise customer-facing service desk
* Ability to respond to a high volume of queries while remaining resilient and enthusiastic
* Accurately log, progress and resolve service calls using an ITSM tool
* Own the outcome for delivering customer service via various communication methods
* Strong verbal and written communication skills with colleagues at all levels
* Good troubleshooting skills and experience with Microsoft Office, including M365
* Knowledge of ITIL-based service management and operational support preferred; certifications such as MSCP and ITIL are advantageous
* Experience supporting Windows 10/11 in an enterprise environment
* Experience managing users, groups and mailboxes in MS Exchange and Office 365
* Working knowledge of laptop and printer hardware, networks, phones, mobiles, PCs and AV in office environments
* Relevant IT qualifications are beneficial; macOS experience is advantageous
Benefits
* Group Personal Pension Plan - 8% employer contribution and 4% employee contribution
* Life Assurance and Group Income Protection
* Private Medical Insurance - provided by Bupa
* 25 Days Annual Leave plus bank holidays
* Staff Discounts on our investment products
* Personal & Well-being Fund to support physical and mental wellness
* Retail Discounts with high street and online retailers
* Voluntary Flexible Benefits to tailor benefits to your lifestyle
Ethnicity, Equality & Inclusion
interactive investor operates in accordance with the UK Equality Act 2010. We welcome applications from individuals of all ages, disabilities, gender identities, marital status, pregnancy/maternity, race, religion or belief, sex, and sexual orientation. We are committed to fair treatment and to making reasonable adjustments to support disabled applicants. We actively prevent all forms of discrimination, harassment, and victimisation.
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