At a Glance
- Tasks: Provide top-notch support for our Banking Platform and resolve technical issues.
- Company: Join Oxbury, a forward-thinking financial institution focused on customer service.
- Benefits: Competitive salary, flexible working hours, and opportunities for professional growth.
- Other info: Fast-paced environment with a focus on continuous improvement and learning.
- Why this job: Be part of a dynamic team making a real difference in the banking sector.
- Qualifications: IT background with 2+ years in support roles, strong communication skills required.
The predicted salary is between 40000 - 45000 £ per year.
We are looking for a skilled Banking Platform Support Analyst to provide exceptional support on our Banking Platform to all employees at Oxbury, with an emphasis on providing excellent customer service. You'll be responsible for providing 1st & 2nd line support duties, which include troubleshooting and resolving technical financial issues, ensuring seamless operation of financial systems, and supporting end-users in a fast-paced financial environment.
Role Responsibilities
- Managing Banking Platform support issues via the Oxbury ITSM platform to maintain a detailed record of all incidents, service requests, problems and changes.
- Manage, oversee and prioritise the resolution of support requests, ensuring prompt and efficient incident resolution, while ensuring all data is accurate and service level agreements are achieved.
- Assist in planning and executing changes to the platform.
- Oversee and prioritise escalated support tickets, complex problems, and critical incidents, taking ownership until resolution and maintaining proper communication throughout the process.
- Log, track and resolve incidents using JIRA.
- Continuously review and improve support processes, procedures, and documentation to enhance the efficiency and effectiveness of the Service Desk.
- Identifying high priority tickets that need further escalation, immediately raising them to the Banking Platform Support Manager.
- Proactively identify recurring issues and support the Banking Platform Support Manager to develop strategies to prevent future incidents and improve overall system stability.
- Ensuring continued compliance with SLA and quality.
- Knowledge sharing – Creating knowledge base articles to assist with employee self‑serving and learning.
Required Skills / Experience
- A background in IT or Graduate in IT / Computer Science.
- Minimum of 2 years’ experience in a similar role.
- Experience working in an ITIL based Service Desk or a project management and issue tracking platform.
- Strong communication skills both written and verbal with proven success in a customer service‑led environment.
- Analytical thinking and problem‑solving mindset.
- Proven experience within an IT support role within a financial, banking environment or fintech environment.
- Strong troubleshooting skills with financial systems, banking platforms.
Banking Platform Support Analyst in Chester employer: Oxbury Bank Plc
Oxbury is an exceptional employer that prioritises employee growth and development within a dynamic and supportive work culture. As a Banking Platform Support Analyst, you will benefit from a collaborative environment that encourages knowledge sharing and continuous improvement, while also enjoying competitive benefits and a commitment to maintaining a healthy work-life balance in the heart of the financial sector.
