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For Companies At a Glance
- Tasks: Help transform the bank by delivering top-notch customer service and incident resolution.
- Company: Join a dynamic team focused on innovation in banking technology.
- Benefits: Enjoy hybrid work, training opportunities, and a supportive environment for skill development.
- Why this job: Gain valuable experience in IT service management while making a real impact on customer satisfaction.
- Qualifications: Passion for customer service, technical support background, and awareness of IT Service Management required.
- Other info: This is a 12-month role with a requirement to attend the Bristol office 2 days a week.
The predicted salary is between 30000 - 42000 £ per year.
Join us as a Service Analyst
As a Service Analyst, you’ll be at the heart of helping to transform the bank, connecting with our customers, delivering continuously and learning and living our principles.
You’ll show a passion for customer service excellence and incident resolution, demonstrating a high degree of empathy, through the delivery of one or more service management disciplines, such as incident, problem, change, configuration, capacity, availability or configuration management.
The pace of change and associated training and development opportunities will create an engaging and supportive environment for you and help develop a broad range of transferable skills.
There is a requirement to attend the Bristol office 2 days a week.
This role will be available for a period of 12 months.
What you’ll do
In this role, you’ll deliver consistently high levels of incident handling, request fulfilment and customer service for Wealth Chief Digital Information Office (WCDIO) IT Services, delivering excellent service to colleagues by resolving issues at the first point of contact.
Day-to-day, you’ll be:
- Providing efficient and effective incident management and support for Avaloq and other WCDIO or Private Banking specific applications.
- Categorising, classifying, and assessing impact and urgency to escalate any business impacting major incidents as quickly as possible, to ensure incidents and Major Incidents are resolved within SLA.
- Attending daily Operations meeting to flag any potential risks or issues.
- Maintaining strong knowledge of all WCDIO IT applications, ensuring all knowledge is documented and captured in Service Desk Knowledge Base.
- Assessing high impacting business incidents, ensuring immediate escalation to operational recovery management, and communication to stakeholders in line with the high incident process.
- Building relationships with internal and external stakeholders involved in the delivery of service in the areas of technical knowledge and working closely together to obtain regular feedback with an aim to continually improve support services.
The skills you’ll need
We’re looking for someone who is passionate about delivering an excellent customer service experience, as well as a background in technical support in a service desk environment. You’ll need an awareness of IT Service Management. You’ll need excellent interpersonal skills and a keen eye for detail, as well as an understanding of operational processes, services and systems in a banking environment. Avaloq Application experience and an ITIL foundation would be an advantage.
On top of this, you’ll bring:
- Incident Management experience.
- Avaloq experience.
- Technical knowledge, including platform, technology, products and domains.
- Experience in using a Service Management system to manage incidents.
- Knowledge of one or more service management disciplines.
- Knowledge of relevant industry standard toolsets and processes to drive up customer service within an IT environment.
- Knowledge and experience of operational principles.
Hours
35
Job Posting Closing Date:
05/03/2025
Ways of Working:
Hybrid
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Service Analyst (12 months) | Bristol, UK employer: NatWest Group
Contact Detail:
NatWest Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Analyst (12 months) | Bristol, UK
✨Tip Number 1
Familiarize yourself with the specific applications mentioned in the job description, especially Avaloq. Understanding how these applications work will not only help you during the interview but also demonstrate your proactive approach to learning.
✨Tip Number 2
Brush up on your IT Service Management knowledge, particularly around incident management processes. Being able to discuss these concepts confidently will show that you are well-prepared for the role and understand the importance of effective service delivery.
✨Tip Number 3
Network with current or former employees in similar roles. They can provide insights into the company culture and expectations, which can be invaluable during your application process and interviews.
✨Tip Number 4
Prepare examples from your past experiences that highlight your customer service excellence and incident resolution skills. Being ready to share specific scenarios will help you stand out as a candidate who can deliver high-quality support.
We think you need these skills to ace Service Analyst (12 months) | Bristol, UK
Some tips for your application 🫡
Understand the Role: Make sure to thoroughly read the job description for the Service Analyst position. Understand the key responsibilities and required skills, especially focusing on incident management and customer service excellence.
Tailor Your CV: Customize your CV to highlight relevant experience in technical support and incident management. Emphasize any previous roles where you demonstrated strong customer service skills and familiarity with IT Service Management.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer service and your ability to resolve incidents effectively. Mention specific experiences that align with the responsibilities outlined in the job description.
Highlight Relevant Skills: In your application, make sure to highlight your knowledge of Avaloq applications and any ITIL foundation you may have. Discuss your experience with service management systems and operational principles to demonstrate your fit for the role.
How to prepare for a job interview at NatWest Group
✨Show Your Passion for Customer Service
Make sure to express your enthusiasm for delivering excellent customer service. Share specific examples from your past experiences where you went above and beyond to resolve customer issues, demonstrating your empathy and commitment.
✨Demonstrate Technical Knowledge
Be prepared to discuss your technical background, especially in relation to incident management and the Avaloq application. Highlight any relevant experience with IT Service Management and how it applies to the role you're interviewing for.
✨Understand Operational Processes
Familiarize yourself with operational processes and systems in a banking environment. During the interview, reference your understanding of these processes and how they relate to effective incident resolution and service delivery.
✨Build Relationships
Emphasize your ability to build strong relationships with stakeholders. Discuss how you have collaborated with internal and external teams in the past to improve service delivery and gather feedback for continuous improvement.
