Principal Responsibilities:

Reporting to the IT Services Delivery Manager, you will:

Log service requests both incoming and outgoing onto bespoke application for monitoring and auditing of workload
Point of contact for end-users in respect of service requests or issues with the IT services
Provide first and second line technical support to users

Diagnose, troubleshoot and resolve issues submitted to the IT Service Desk
Coordinate efforts with local CBAM IT Desktop Support and Infrastructure (Northwich, London, Glasgow) in raising/handling service requests and change requests ensuring efficient and timely resolution and delivery

Raise/Escalate tickets with third party providers on issues related to data, voice and data network, packaged applications and bespoke IT applications and services

Support users in their understanding on all systems

Assist with IT and business management in facilitating routine Disaster Recovery / Business Continuity tests

Requirement and willingness to perform ad-hoc duties dependant on change in business requirements

Answer incoming calls to the IT Service Desk and maintaining the friendly face of IT

Respond to emails received in IT Service Desk mailbox.

Resolve as many service requests as possible whilst maintaining quality of service to end users

Keep reporting line aware of any service requests that will not meet currently set deadlines

Run and complete daily procedures against checklist

Within the IT Services team, each technician may be required to provide cover for other sections and to this end

adequate training will be provided to each individual accordingly

Following successful completion of probation, you will be included in a shift-based support rota, covering the following shifts: 08:00 - 16:00; 09:00 - 17:00; 09:30 - 17:30

Compliance: Understand, follow and demonstrate compliance with all relevant internal and external rules, regulations and procedures that apply to the conduct of the business in which you are involved.

Specifically this includes following principles and rules of the Financial Services Authority (FSA) and the internal requirements set out in the Compliance Manual, local and Group Compliance and Risk policies.