Job Description

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 a ITIL foundation would be an advantage.

On top of this, you’ll bring:

Incident Management 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