At a Glance
- Tasks: Provide first line IT support and resolve banking system issues.
- Company: Thriving independent mutual in the banking sector.
- Benefits: Competitive salary, hybrid working, and a supportive team environment.
- Other info: Opportunity to grow your knowledge in banking and IT.
- Why this job: Make a real difference by helping customers with their banking needs.
- Qualifications: Good understanding of IT support and a passion for customer service.
The predicted salary is between 33750 - 41250 £ per year.
Location: Hybrid / Cambridge, UK
Job type: Permanent / Full-time
Sector and subsector: Banking & Financial Services | Banking
Annual Fixed salary: £25,350.00
Our Service Desk Lead is looking for a new Service Desk Analyst to join our team. You’ll be responsible for providing first line support to other team members on IT issues and issues with our core banking system (finova). You’ll use your problem solving skills to triage, resolve and/or escalate incidents and requests as they come in, as well as supporting our self-serve processes within our core banking system such as product building, document updates and user access changes.
You’ll be someone with a good understanding of IT administration and support. It would be beneficial to have an understanding of mortgages and savings and be driven to build on this knowledge. You’ll also care about providing excellent customer service and getting things right first time. You must be someone that challenges standards and always tries to understand the “why” behind our systems and processes.
Day-to-day responsibilities:
- All first line IT support including finova
- Savings and mortgage product builds, testing and releases
- Managing hardware rollout for new starters and replacements
- User access changes whether that’s new users, movers or leavers for almost all third party applications
- Daily checks on critical services
- Internal access audits
- External IT audits
- Base Rate changes (mortgages and savings)
Salary and working hours:
Starting salary £25,350.00 per annum
Monday to Friday 8:45am - 5:00pm (36.25 hours per week)
Hybrid working, at least 2 days per week from our Head Office (Cambridge)
Come and join a thriving independent mutual, where your contribution will help our customers.
Service Desk Analyst in Cambridge employer: Hollybank Trustees Ltd
Hollybank Trustees Ltd is an exceptional employer, offering a dynamic work environment in Rough Hills, England, where collaboration and client-focused strategies thrive. With a flexible hybrid working model, a comprehensive benefits package including an enhanced pension scheme, and ample opportunities for professional development, employees are empowered to grow their careers while making a meaningful impact in the investment advisory sector.
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Analyst in Cambridge
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Hollybank Trustees Ltd. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Hollybank Trustees Ltd before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Service Desk Analyst in Cambridge
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Hollybank Trustees Ltd:Your cover letter is your chance to shine! Tell us why you want to work at Hollybank Trustees Ltd specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Hollybank Trustees Ltd!
How to prepare for a job interview at Hollybank Trustees Ltd
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
