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- Tasks: Be the first point of contact for IT, Network & Telephony queries via phone and live chat.
- Company: Join a dynamic team at a leading bank focused on customer service excellence.
- Benefits: Enjoy flexible working options and opportunities for professional growth.
- Why this job: Gain hands-on experience in IT support while making a real impact on customer satisfaction.
- Qualifications: Excellent communication skills and a passion for customer service are essential.
- Other info: ITIL qualification is desirable; a positive attitude and teamwork are key!
The predicted salary is between 30000 - 42000 £ per year.
The Service Desk consists of 16 analysts reporting to two Team Leaders. The two Team Leaders report to the Customer Service Manager. The Service Desk is the focal point for customers to report IT, Network & Telephony incidents and requests and acts as a communication channel to customers for events which may affect their ability to access IT services, including major incidents. The Analysts provide IT first line contact for all Bank staff. They liaise with Service Managers for Business specific activities, project activity and other IT areas within the Bank.
The main responsibilities of the job are:
- Deliver best practice call management.
- Acting as first point of contact for IT, Network & Telephony queries which are raised via Phone calls and Live Chat.
- Logging, classifying and routing all new incidents and service requests including incident closures once customer is satisfied.
- First point of contact for customer liaison and keeping customers informed of progress of incidents.
- Recording, investigating, diagnosing and resolving incidents within agreed fix period within ITSM (our call logging system).
- Maintaining awareness of service levels for all assigned incidents.
- Ensuring correct reassignment of unresolved or misrouted incidents.
- Attendance at major incident meetings as appropriate.
- Identifying and assisting in the elimination of problems.
- Specific tasks will be allocated on an ad hoc basis.
The jobholder's work will be varied. The successful candidate will possess:
- Excellent customer service skills and Business knowledge including effective listening, patience, empathy and diplomacy.
- Excellent communication, inter-personal, team working and task management skills.
- 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.
- The ability to multitask - there is a high and demanding work load with a requirement to juggle priorities on a daily sometimes hourly basis, this includes being able to take phone calls back to back.
- Excellent administration and organisation skills.
- Quick learning skills with information retention and a good technical aptitude/ability.
- Ability to act on own initiative.
The job is relatively structured and many processes must be adhered to, but, it is also expected that the job holder will be able to work on their own as well as within a team. Willingness to share and learn together is critical. A positive attitude, reliability and flexibility are also essential qualities.
Minimum requirements:
- Active Directory
- RSA Ace admin
- Exchange
- Mailsweeper
- BES support
- Intune for iPhone & iPads
- Becrypt/BitLocker
- Voicemail
- MX1
- Remedy
Required - ITIL qualified (Desirable)
Service Desk Analyst employer: Bank of England
Contact Detail:
Bank of England Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Analyst
✨Tip Number 1
Familiarise yourself with ITIL principles, as they are highly valued in this role. Understanding the framework will not only help you in your day-to-day tasks but also demonstrate your commitment to service improvement during interviews.
✨Tip Number 2
Brush up on your customer service skills by practising active listening and empathy. Role-playing common scenarios with a friend can help you respond effectively to various customer queries, showcasing your ability to handle calls professionally.
✨Tip Number 3
Get comfortable with the tools mentioned in the job description, such as Active Directory and Exchange. If you have access to any training resources or online courses, take advantage of them to boost your technical aptitude before applying.
✨Tip Number 4
Demonstrate your multitasking abilities by preparing examples of how you've successfully managed multiple priorities in previous roles. This will show that you can handle the demanding workload expected in this position.
We think you need these skills to ace Service Desk Analyst
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience and skills that align with the responsibilities of a Service Desk Analyst. Emphasise your customer service skills, technical aptitude, and any experience with ITSM tools.
Craft a Strong Cover Letter: Write a cover letter that showcases your understanding of the role and the company. Mention specific examples of how you've successfully handled IT incidents or provided excellent customer service in the past.
Highlight Relevant Qualifications: If you have qualifications like ITIL certification or experience with tools mentioned in the job description (e.g., Active Directory, Exchange), make sure to highlight these prominently in your application.
Showcase Soft Skills: In your application, demonstrate your soft skills such as communication, empathy, and multitasking abilities. Provide examples of situations where you've effectively managed customer queries or worked within a team.
How to prepare for a job interview at Bank of England
✨Showcase Your Customer Service Skills
As a Service Desk Analyst, you'll be the first point of contact for IT queries. Be prepared to discuss your previous customer service experiences and how you've effectively handled challenging situations with patience and empathy.
✨Demonstrate Technical Knowledge
Familiarise yourself with the tools and technologies mentioned in the job description, such as Active Directory and Exchange. Be ready to explain how you've used similar systems in past roles or how you would approach learning them quickly.
✨Highlight Your Multitasking Abilities
The role requires juggling multiple priorities. Prepare examples from your past work where you've successfully managed a high workload and maintained quality service under pressure.
✨Emphasise Teamwork and Initiative
This position involves both teamwork and independent work. Share instances where you've collaborated effectively with others, as well as times when you've taken the initiative to solve problems on your own.
