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- Tasks: Be the go-to person for tech support, helping customers solve their issues via phone or email.
- Company: Join Crown Agents Bank, a dynamic UK bank revolutionising payments in emerging markets.
- Benefits: Enjoy hybrid working, a contributory pension plan, private medical insurance, and competitive annual leave.
- Why this job: Make a real impact by connecting hard-to-reach regions to global financial systems while growing your skills.
- Qualifications: Experience in customer support, tech-savvy, and proficient in Office 365 are essential.
- Other info: This is a full-time, mid-senior level role with opportunities for personal and professional growth.
The predicted salary is between 24000 - 36000 £ per year.
Company Description
Crown Agents Bank is a vastly growing and regulated UK bank that connects emerging and frontier markets to the rest of the world, using FX and payments technology. We are transforming the way payments and FX move through emerging markets, reducing friction so that more money gets to those who need it. Emerging markets payments are usually challenging, expensive, unreliable and opaque. Our solutions help fix these pain points. Ultimately, we connect traditionally hard-to-reach regions to global financial infrastructure, giving access to the best prices and the fastest, most reliable settlement.
FX and cross-border payments are often complex and expensive, especially when operating in emerging markets. Crown Agents Bank (CAB) wraps its deep and trusted relationships and strength of network around innovative digital capabilities, and cross-border transaction banking solutions to enable fintech, corporates, governments, development organisations and banks to move money to, from, and across often hard-to-reach markets.
Job Description
The purpose of the Help Desk support role is to create value for customers (colleagues and external parties) via effective communication to understand the problem and explain its solution, resolving issues personally where possible.
Role Responsibilities
- Serve as the first point of contact for customers seeking technical assistance over the phone or email
- Perform remote troubleshooting through diagnostic techniques and pertinent questions
- Determine the best solution based on the issue and details provided by customers
- Walk the customer through the problem-solving process
- Direct unresolved issues to the next level of support personnel
- Provide accurate information on IT products or services
- Record events and problems and their resolution in logs
- Follow-up and update customer status and information
- Pass on any feedback or suggestions by customers to the appropriate internal team
- Identify and suggest possible improvements on procedures
Qualifications
- Proven experience as a help desk technician or other customer support role
- Tech savvy with working knowledge of office automation products, databases and remote control
- Good understanding of computer systems, mobile devices and other tech products
- Office 365- Must be a competent user to be able to provide end user support
Ability To
- Diagnose and resolve basic technical issues
- Customer-oriented and patient
- Ability to communicate effectively, both orally and in writing, with people at all levels across the organisation and externally.
- Time management and organisation.
- Ability to analyse complex data, draw conclusions, produce reports and make recommendations to senior management.
- Ability to build effective working relationships, with people at all levels across the organisation and externally and to influence.
Additional Information
- Hybrid working
- Contributory personal pension plan: – Minimum: Employee 2% and Employer 7%. Employer matches contributions in 1% increments to a maximum of: Employee 5% and Employer 10%
- Life Assurance – 4 times annual salary
- Group Income Protection
- Private Medical Insurance – this may include cover for partner and or children at company cost. Cover includes Optical, Dental and Audiology
- Discretionary Bonus
- Competitive Annual Leave
- 2 Volunteering Days
- Benefit Hub
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Service Desk Support - Temp employer: Crown Agents Bank
Contact Detail:
Crown Agents Bank Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Support - Temp
✨Tip Number 1
Familiarise yourself with the specific technologies and tools mentioned in the job description, especially Office 365. Being able to demonstrate your proficiency in these areas during the interview can set you apart from other candidates.
✨Tip Number 2
Prepare for common help desk scenarios by practising how you would troubleshoot various technical issues. This will not only boost your confidence but also show the interviewers that you are proactive and ready to handle real-life challenges.
✨Tip Number 3
Research Crown Agents Bank and their approach to customer service. Understanding their values and how they connect emerging markets can help you tailor your responses in the interview, demonstrating your genuine interest in the company.
✨Tip Number 4
Practice your communication skills, as effective communication is key in a help desk role. Consider role-playing with a friend or family member to refine how you explain technical solutions clearly and patiently.
We think you need these skills to ace Service Desk Support - Temp
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities of the Service Desk Support role. Familiarise yourself with the key tasks such as troubleshooting, customer communication, and logging issues.
Tailor Your CV: Highlight relevant experience in your CV that aligns with the job description. Emphasise your technical skills, particularly with Office 365 and customer support roles, to show you are a good fit for the position.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for helping customers and your ability to solve technical issues. Mention specific examples from your past experiences that demonstrate your problem-solving skills and customer-oriented approach.
Proofread Your Application: Before submitting, carefully proofread your application materials. Check for any spelling or grammatical errors, and ensure that all information is clear and concise. A polished application reflects your attention to detail.
How to prepare for a job interview at Crown Agents Bank
✨Understand the Company
Before your interview, take some time to research Crown Agents Bank. Familiarise yourself with their mission, values, and the specific challenges they address in emerging markets. This will help you tailor your responses and show genuine interest in the role.
✨Showcase Your Technical Skills
As a Service Desk Support candidate, it's crucial to demonstrate your technical knowledge. Be prepared to discuss your experience with office automation products, databases, and remote troubleshooting techniques. Highlight any relevant certifications or training you've completed.
✨Practice Problem-Solving Scenarios
Expect to be asked about how you would handle specific technical issues. Prepare for situational questions by thinking through common problems you might encounter in a help desk role. Practising your thought process will help you articulate your problem-solving skills effectively.
✨Emphasise Communication Skills
Since the role involves interacting with customers, it's essential to showcase your communication abilities. Be ready to provide examples of how you've successfully communicated complex information to non-technical users. Demonstrating patience and clarity will set you apart.