Senior Service Desk Analyst - Hybrid (office based 3 days a week)
Summary
To provide desktop and technical support internally and remotely for the IT business operations and to be able to deliver high quality customer care within a busy operational environment. To have an understanding of the implemented technologies used by Pay.UK and maintaining an awareness of current technology and best practice in the IT industry at large.
Key Accountabilities
- Customer Support/Relationship
- Supports Service Desk Analysts in the delivery of a customer focussed high quality service.
- Be the first escalation point for Service Desk Analysts and to respond to customer support requests by analysing the symptoms and providing an appropriate remedy and accurately log salient points and resolution details, for future reference and / or escalation.
- Ensures the IT Unit meet the agreed Service Level Agreement (SLA) and keeps the customer informed of progress.
- Ensures all tickets are categorised appropriately in the service desk tool.
- Builds relationships with the business units and their representatives, in order to understand their business drivers and how the IT Unit can contribute to them.
- Be aware of all planned changes and activities relating to the installed computer systems in order to relate problems to changes in the computer environment.
- Ensures that all colleagues are advised if the nature of a problem is immediately or potentially serious and may impact the business performance of Pay.UK or customers. Ensures that all affected parties are advised and regularly updated on the problem resolution progress.
- Reviews and revises Service Desk related processes, policies and procedures for continual service improvement.
Security
- Helps maintain the integrity of IT infrastructures by ensuring it is secure, consistent and the necessary procedures and documentation are produced and maintained.
- Helps maintain the integrity of the computer systems and the software and data stored thereon in respect of the avoidance of computer virus infection, illicit access by non-authorised personnel, software piracy etc. by the use of available anti-virus software and security packages, and via appropriate advice/guidance to internal customers.
- Ensures accuracy of central register of computer hardware and software
- Ensures that the Service Centre Manager/Senior IT Operations Manager/ Head of Enterprise IT are advised of any current or anticipated security issues.
- Ensures that when security incidents arise and may impact the business performance of Pay.UK or its Clients, that appropriate parties are advised and regularly updated on the problem resolution progress.
IT Projects
- Assists in the technical implementation of new technology solutions, following appropriate project planning routines, and drawing on the expertise of IT colleagues in respect of the user liaison and rollout, always working towards a co-ordinated approach to technical project execution. As a part of this process, ensures appropriate liaison and/or consultation has been undertaken with both colleagues and external suppliers or consultants to ensure the success of the project.
Additional Duties
- Maintains processes and documentation as required.
- Identifies any deficiencies in current processes or documentation to either the IT Operations Manager or Head of IT and Facilities.
- Ensures tidiness of IT customer facing area(s).
- Maintains stock levels of standard devices and consumables.
- Maintains asset register and inventories.
- Highlights any potential licensing issues to either the Service Centre Manager/Senior IT Operations Manager/ Head of Enterprise IT
- Undertake any other duties as may reasonably be requested.
Skills, Experience & Qualifications
- Following qualifications or equivalent experience: ITIL foundation, COBIT foundation, Leadership training
- Expert knowledge of Microsoft operating systems and applications.
- Problem identification and resolution within the IT infrastructure, Cloud SaaS and IT Security Services
- Advance knowledge of Identity and Access Management (including Privileged) technology and best practices
- Good experience in working with external IT consultancies, and managing resources from 3rd party organisations
- Understanding of COBIT, ITIL and IT Service Management
- Excellent working knowledge of Microsoft Operating Systems (Windows 10/11)
- An advanced knowledge of Microsoft Office (Office 365) and Microsoft Exchange on Line
- Awareness and understanding of Hyper-V
- Good working and support knowledge of SharePoint (2013/2016/365)
- Good working and support knowledge of Microsoft Teams
- An understanding of Citrix XenApp
- Ability to assist remote users and diagnose problems they may have accessing remote applications.
- Use of XenApp Management Consoles
- Ability to assist and support “VIP” users and providing IT concierge service
- Word – edit and maintain complicated documents, including table of contents, header and footers, linking, macros and hyper linking to other applications
- Excel – apply formulae, macros, pivot tables link tables and advanced functions
- PowerPoint – work with charts, linking, animations, flow charts
- Outlook - advanced knowledge of Outlook
- Good working knowledge and use of Active Directory Users (and Azure AD) and Computers console and other administrative management consoles including Exchange Management Console.
- Advanced knowledge of laptop and mobile device (iPad, iPhones etc.) management and support
- IT Service Management Tooling (e.g Topdesk, Jira)
- Excellent interpersonal skills and ability to work to tight deadlines
About Us
Pay.UK maintains and develops the UK retail payment systems and standards that are core to the economy being able to function on a day-to-day basis.
From Bacs to Faster Payments and cheques – we act as the single operator for all UK retail payments. We put the needs of consumers and businesses at the heart of everything we do, working in the public interest to ensure that the systems the country relies on for its banking transactions are safe, open, innovative and resilient.
Our payment systems underpin the services that enable funds to be transferred between people and institutions. In 2018, the UK’s retail payment systems processed 8.8 billion transactions worth £7 trillion through Bacs Direct Credit, Direct Debit, Faster Payments, and cheques.
Every day, individuals and businesses use the services we provide to get their salaries, pay their bills and make online and mobile banking payments. Our vision for the future is to enable a vibrant economy, with Pay.UK delivering the best-in-class payment infrastructure and standards for the benefit of consumers and businesses nationwide.
Benefits Include
- 12% Non-contributory pension
- Discretionary annual bonus
- 30 days annual leave (excluding bank holidays)
- Private medical insurance, life assurance, income protection, health cash plan, dental insurance, Bupa medicals etc
- Employee assistance programme
- Cycle to Work Scheme
- Season ticket loan
- Annual fitness subsidy of up to £500 per annum