IT Support Analyst

IT Support Analyst

Job description

Responsibilities

- Providing an excellent Customer Service to all RBC Brewin Dolphin (RBCBD) employees through demonstration of a can-do attitude and service excellence approach.
- Following the Incident Management process and work within agreed SLA’s ensuring targets are adhered to.
- Installing, supporting and troubleshooting software and hardware issues (predominantly MS Office and bespoke finance applications used throughout the RBCBD organisation).
- Liaising closely with all other Support Teams to ensure any issues are logged into the call logging system, escalated where necessary and managed from end to end, providing regular customer updates where necessary.






- Spotting trends to promote a proactive Service Desk environment is important, so that issues are identified and investigated before having a significant impact on the end customer.
- Adopting a proactive approach to ensure the knowledge base is regularly updated and maintained and troubleshooting tips / fixes are shared within the team.
- Taking control of high priority incidents and manage high profile customers to ensure service and reputation is upheld to the highest standards.
- Providing feedback and input for continual service improvement of the Service Desks activities.

Skills

- Customer Service skills are vital as we are looking to deliver a world class customer experience.
- You will be highly motivated and very capable of working on and using your own initiative.
- You will possess a can-do attitude, be solutions focused and will always be willing to help out where necessary.
- You will be a proactive member of the team, coming forward with suggestions and ideas that will be welcomed and encouraged.






- You will proactively look to take on tasks from other support teams to improve the ability of the service desk to fix issues at point of call.
- You will have experience of working in a busy service desk environment with an excellent understanding of incident management, SLAs and working to other typical KPIs and targets.
- You will want to proactively seek to develop your knowledge and skillset whilst trying to resolve all calls efficiently, working to increase your resolution rate.
- Strong communication skills (written and oral) are essential as you will be required to liaise with people at all levels across BD, dealing with challenging situations to ensure a successful outcome.
- You will be able to demonstrate the ability to multi-task effectively,





using your initiative to prioritise issues in order to meet and exceed customer expectations.

Relevant Experience

- Strong technical skills across infrastructure, desktop devices and operating systems with the ability to problem solve and fix issues swiftly.
- Experience of managing high volumes of incoming phone calls.
- Experience of managing incoming work from a number of sources such as e-mails, customer portal, event logging, walk ups and live chat.
- Experience of managing calls and requests within SLA.
- Evidence of consistent achievement against performance targets.
- Experience of managing on-boarding, systems access and off-boarding of employees during their organisational lifetime.