At a Glance
- Tasks: Support end users with IT systems and ensure high service availability.
- Company: Join Vaultex, the UK's leading cash processing company.
- Benefits: Enjoy a competitive salary, car allowance, and generous holiday package.
- Other info: Flexible hybrid role with opportunities for career progression and personal development.
- Why this job: Make a real difference in a collaborative environment while developing your IT skills.
- Qualifications: Strong communication skills and broad IT knowledge required.
The predicted salary is between 30000 - 40000 £ per year.
Monday to Friday: 09:00 - 17:00 - 35 hours per week
Location: Hybrid role - Warrington & remote (minimum one day a week in the office). Travel is required for this role.
Competitive salary plus £6000 car allowance.
Who we are
Vaultex are the UKs leading cash processing company, with sites nationwide. When you join us, you are supporting businesses to run securely and more efficiently, and ensuring continued access to cash for the millions of people that depend on it.
Job purpose
The End User Computing role works closely with the cash/coin centre and support function staff, to ensure all aspects of IT systems and services are running their optimum. The role has two primary focus areas:
- Ensuring end user support needs are met
- Ensuring that each centre/function receives the support they need, ensuring high systems availability and end user satisfaction
The role demands a high proportion of flexibility and travel, working with centres and support functions to resolve underlying issues, and to ensure that IT's service focus is maintained in all areas of the business. This is a hands-on role where you will work collaboratively with the support and infrastructure teams to help ensure high levels of support and systems availability are achieved.
Main responsibilities
- End user systems are appropriately supported (Onsite/Remotely)
- Ensure all IT Equipment is kept in a safe and tidy state (Across all Vaultex Locations)
- Diagnose and troubleshoot technical problems reported by end users.
- Work with 3rd party suppliers to resolve issues and implement any new initiatives
- Ensure the ITSM Tool (Jira) Support Engineers Queue is monitored and appropriate action taken when tickets are logged.
- Maintain accurate records incident solutions and user interactions.
- Log and update Incidents and Service Requests tickets in a timely manner.
- Procure and manage deliveries of IT hardware/software/consumables on behalf of IT and end user.
- Manage and Keep the Asset CMDB Inventory up to date.
- Participate in Projects such as Hardware/software rollout.
- Mentor and knowledge share with the Service Desk to improve the 1st contact resolution customer experience.
- Enhance the customer onboarding experience.
- Create and maintain technical documentation, user guides, and knowledge base articles.
- Occasional weekend work required i.e. to perform generator testing/site power downs.
Knowledge, skills, and experience required
- Good Communication (Written, verbal and inter-personal)
- Excellent Time management
- Technical analysis
- Broad IT knowledge across a wide range of the IT spectrum (Desktops, Infrastructure and networking)
- Appreciation of IT Security
- Excellent Customer Service
- IT Service Management (ITIL)
- Technical Skills: Broad knowledge of desktop and laptop hardware.
- Broad knowledge of Microsoft standard software applications.
- Experience of Network structure.
- Experience of site Infrastructure.
- Experience of Intune.
- Experience of Entra/Active Directory.
- Experience of Jira.
What we offer you
- Car allowance £6,000 per year
- A generous company pension auto-enrolled 4% employee 10% employer.
- Competitive holiday allowance of 25 days with an option to purchase additional holidays.
- Group life assurance 4 x salary.
- Group income protection.
- VaulteXtra discounts on retailers, cycle to work, childcare vouchers, gym membership, cash back on purchase, eye tests and many more.
- Employee Assistance Programme - a free service should our employees require professional and impartial advice for legal advice and counselling.
- Robust Learning and Development team and opportunities for career progression.
- Performance based yearly bonus (grade dependant).
- One day paid volunteering opportunity each year.
- Mentorship programmes.
- Access to Peppy - a digital health platform providing support for healthcare in menopause, fertility, men's and women's health.
- Access to Aviva Digicare+ for annual health checks, nutritional consultations, mental health support, bereavement support and more.
- Access to Zurich's Virtual GP service.
- Charles Cameron - free access to independent mortgage advice.
Our culture
Vaultex acknowledges every person's right to feel valued, respected, and fairly rewarded for what they do. We foster a collaborative environment where everyone is encouraged to share their views and shape Vaultex's future. We are proud to demonstrate our commitment to transparency and progress as a Work180 endorsed employer. We are committed to building a diverse, inclusive and authentic workplace where everyone is supported to be their best.
If you're excited about any of our roles but you feel like you don't tick every single box - we still encourage you to apply. You may be the right fit for this role or other roles in our wider team!
Continue the conversation
Vaultex UK Ltd is an equal opportunities employer and welcomes applications from all members of the community. We strongly encourage applications from those with disabilities, are culturally & linguistically diverse, are veterans and identify as LGBTQIA+. We value your lived experience and knowledge.
If you require any reasonable adjustments throughout the recruitment process, please let us know.
Upon submitting your application via the Workday link, you will receive an email notifying you of the outcome of your application when this has been reviewed. For successful candidates, the next stage will be a phone interview with the Vaultex recruitment team. If you would like to check the status of your application, please contact a member of the recruitment team.
Due to the secure nature of our business, all successful candidates will need to provide a five-year traceable work history (satisfactory employment references or evidence to explain employment gaps) and complete a criminal record and credit background check. We look forward to hearing from you!
Locations
End User Support Specialist in Cheshire, Warrington employer: Vaultex UK
At Vaultex, we pride ourselves on being a Living Wage employer with Investors in People Platinum status, offering a competitive salary and a generous car allowance of £6,000. Our collaborative work culture fosters inclusivity and personal growth, providing robust learning and development opportunities alongside a comprehensive benefits package that includes a strong pension scheme, health support services, and a commitment to employee well-being. Join us in Warrington for a meaningful role where your contributions directly support the secure operation of cash processing across the UK.
StudySmarter Expert Advice🤫
We think this is how you could land End User Support Specialist in Cheshire, Warrington
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Vaultex UK. 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 Vaultex UK 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 End User Support Specialist in Cheshire, Warrington
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 Vaultex UK:Your cover letter is your chance to shine! Tell us why you want to work at Vaultex UK 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 Vaultex UK!
How to prepare for a job interview at Vaultex UK
✨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.
