Somerset Bridge on cord

Somerset Bridge

Service Desk Analyst

External position
Newcastle, UK
Hiring internally for Somerset Bridge?
Insurance
Fair products, innovative services.
Posted
4 days ago
Checked
cord regularly checks that external positions are still open
7 minutes ago

Skills & Experience

Job roles: Support Engineer
Experience level: Entry, Junior, Mid
Core skills considered: First line support
Other skills considered: TCP/IP

Logistics

Base salary: £30K - £35K
Employment type: FTC
Remote working: Hybrid (up to 2 remote days p/w)
Visa sponsorship: Not available

Job Description

The IT Service Desk Analyst plays a crucial role in ensuring the seamless delivery of IT services that enhance the productivity and satisfaction of the user base, regardless of location. By providing timely, intuitive, and responsive support, the analyst minimises downtime and resolves technical issues swiftly, contributing to the overall efficiency and success of the business. Effective communication with all members of the organisation is key, as the analyst adapts to various situations, offering clear and helpful guidance to meet the evolving needs of the business. Additionally, maintaining high standards of service quality, staying updated with technological advancements, and prioritising security and compliance ensures continuous improvement in service delivery.


Responsibilities

What you'll be responsible for:

  • Provide 1st & 2nd Line IT Support: Deliver timely and effective technical assistance, minimising downtime and enhancing productivity.
  • Log, Prioritise, and Resolve Tickets within SLA: Accurately log, prioritise, and resolve support requests to meet service level agreements.
  • Handle Queries Professionally: Respond to user queries with professionalism and clear communication, ensuring effective problem-solving.
  • Ensure Compliance with Payment Card Industry (PCI)/Cardholder Data Environment (CDE) Processes: Adhere to PCI and CDE processes to maintain security and regulatory compliance.
  • Deliver VIP Support: Provide dedicated IT support to VIP users, ensuring their needs are addressed promptly.
  • Provide Hardware and Application Support: Offer technical support for hardware and software applications to ensure smooth operation.
  • Escalate Tickets When Necessary: Escalate complex issues to the appropriate person/team for resolution.
  • Document and Maintain Records: Maintain accurate records of all support requests and process documentation.
  • Maintain User Security: Safeguard user data and ensure compliance with security protocols.
  • Assist with Infrastructure Tasks: Support infrastructure tasks as needed, contributing to IT management.
  • Ensure Asset Accuracy in Configuration Management Database (CMDB): Maintain accurate asset records in the Configuration Management Database (CMDB).
  • Attend Site Visits: Provide on-site support and ensure consistent IT services across locations. This may include travel aboard.
  • Perform Ad Hoc Tasks: Support flexible IT services as requested, demonstrating adaptability.
  • Provide User Training: Offer basic IT training to end-users, improving productivity and reducing recurring issues.
  • Monitor IT Systems: Proactively monitor systems for issues and address potential problems before they impact users.
  • Maintain Knowledge Base: Update and maintain internal knowledge base with troubleshooting guides and solutions.
  • Perform System Updates: Apply regular software and security updates to prevent vulnerabilities.
  • Support Disaster Recovery: Assist in backup and recovery efforts, ensuring quick system restoration in case of failure.

Requirements

What you'll need:

  • Technical Proficiency: Skilled in IT tools, systems, and ticketing platforms (e.g., Fresh Service). Experience with Microsoft desktop operating systems and Office suite. Basic understanding of Microsoft Remote Desktop Services (RDS) and TCP/IP networking (LAN, WAN, Wi-Fi).
  • Active Directory Knowledge: Basic knowledge of Active Directory (AD) for managing user accounts and permissions.
  • Hardware and Software Expertise: Understanding of PC hardware and software setup and configuration, ensuring efficient troubleshooting and support.
  • Communication Skills: Strong telephone manner with the ability to communicate effectively both verbally and in writing, providing clear and helpful guidance to users.
  • Customer Service: Ability to handle queries professionally and efficiently, maintaining a high degree of customer service.
  • Problem-Solving: Strong troubleshooting skills to resolve issues efficiently and effectively.
  • Attention to Detail: Accurately identify and resolve issues while maintaining service quality.
  • Team Collaboration: Work effectively with cross-functional teams to resolve complex issues and ensure smooth operations.
  • Self-Motivation: Self-motivated to achieve targets and continuously improve service delivery.
  • Reliability: Reliable and enthusiastic, consistently demonstrating these qualities in day-to-day activities.
  • Focus and Methodology: Focused and methodical in a busy office environment, ensuring tasks are completed efficiently.
  • Time Management: Prioritise tasks effectively to meet deadlines and SLA targets.
  • Integrity: Trustworthy and honest, delivering high-quality work with passion and demonstrating integrity.

Company Benefits

  • Hybrid working – 2 days in the office and 3 days working from home
  • 25 days annual leave, rising to 27 days over 2 years’ service and 30 days after 5 years’ service. Plus bank holidays!
  • Discretionary annual bonus
  • Pension scheme – 5% employee, 6% employer
  • Flexible working – we will always consider applications for those who require less than the advertised hours
  • Flexi-time
  • Healthcare Cash Plan – claim cashback on a variety of everyday healthcare costs
  • 100’s of exclusive retailer discounts
  • Professional wellbeing, health & fitness app - Wrkit
  • Enhanced parental leave, including time off for IVF appointments
  • Religious bank holidays – if you don’t celebrate Christmas and Easter, you can use these annual leave days on other occasions throughout the year.
  • Life Assurance - 4 times your salary
  • 25% Car Insurance Discount
  • 20% Travel Insurance Discount
  • Cycle to Work Scheme
  • Employee Referral Scheme
  • Community support day
  • Christmas and Summer parties

Service Desk Analyst at Somerset Bridge
Position posted 4 days ago

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Starling Bank on cord

Starling Bank

Full Stack Engineer (ML Ops)

London, UK
FinTech · Banking · Finance
A better bank for everyone
Active
over 6 months ago
Responds to
0% of requests
Responds in
1h 55m
Requests
7 pending

Skills & Experience

Job roles: Full Stack
Experience level: Mid, Senior
Core skills considered: Java, React, Redux, AWS, JavaScript

Logistics

Base salary: £70K - £110K
Employment type: Permanent
Remote working: Hybrid (up to 2 remote days p/w)
Visa sponsorship: Not available

Job Description

Starling is the UK’s first and leading digital bank on a mission to fix banking! Our vision is fast technology, fair service, and honest values. All at the tap of a phone, all the time.

Starling is the UK’s first and leading digital bank on a mission to fix banking! We built a new kind of bank because we knew technology had the power to help people save, spend and manage their money in a new and transformative way.

We’re a fully licensed UK bank with the culture and spirit of a fast-moving, disruptive tech company. We’re a bank, but better: fairer, easier to use and designed to demystify money for everyone. We employ more than 3,000 people across our London, Southampton, Cardiff and Manchester offices.

Our technologists are at the very heart of Starling and enjoy working in a fast-paced environment that is all about building things, creating new stuff, and disruptive technology that keeps us on the cutting edge of fintech. We operate a flat structure to empower you to make decisions regardless of what your primary responsibilities may be, innovation and collaboration will be at the core of everything you do. Help is never far away in our open culture, you will find support in your team and from across the business, we are in this together!

The way to thrive and shine within Starling is to be a self-driven individual and be able to take full ownership of everything around you: From building things, designing, discovering, to sharing knowledge with your colleagues and making sure all processes are efficient and productive to deliver the best possible results for our customers. Our purpose is underpinned by five Starling values: Listen, Keep It Simple, Do The Right Thing, Own It, and Aim For Greatness.

Hybrid Working

We have a Hybrid approach to working here at Starling - our preference is that you're located within a commutable distance of one of our offices so that we're able to interact and collaborate in person. We don't like to mandate how much you visit the office and work from home, that's to be agreed upon between you and your manager.

Our Data Environment

Our Data teams are excited about the value of data within the business, powers our product decisions to improve things for our customers and enhance effective and agile decision making, regardless of what their primary tech stack may be. Hear from the team in our latest blogs or our case studies with Women in Tech.

We are looking for talented data professionals at all levels to join the team. We value people being engaged and caring about customers, caring about the code they write and the contribution they make to Starling. People with a broad ability to apply themselves to a multitude of problems and challenges, who can work across teams do great things here at Starling, to continue changing banking for good.

Requirements

We have built our entire banking platform in house and mostly in Java. We are looking for people who want to work on building the tooling that is used by our engineers on a daily basis.

We are looking for people who are truly full stack, and are as comfortable polishing their javascript front end as they are debugging the innards of their java applications database interactions, or standing up infrastructure with terraform. We are looking for people who can:

  • Design REST apis.
  • Code backend services, ideally using Java, or another other server side compiled language.
  • Develop modern front ends, ideally using React and Redux.
  • Get their code into the cloud and support it there, ideally on AWS.
  • Believe in clean coding, simple solutions, automated testing and continuous deployment.
  • Like to take ownership of a feature from the original idea through to live.
  • Think (like us) that a small number of empowered developers is the right way to deliver software.

Company Benefits

  • 33 days holiday (including flexible bank holidays)
  • An extra day’s holiday for your birthday
  • 16 hours paid volunteering time a year
  • Part-time and/or flexible hours available for most roles
  • Salary sacrifice, company enhanced pension scheme
  • Life insurance at 4x your salary
  • Hybrid/remote working
  • Private Medical Insurance with VitalityHealth including mental health support and cancer care. Partner benefits include discounts with Waitrose, Mr&Mrs Smith and Peloton
  • Generous family-friendly policies
  • Varied social groups set up and run by our employees
  • Perkbox membership giving access to retail discounts, a wellness platform for physical and mental health, and weekly free and boosted perks
  • Access to initiatives like Cycle to Work, Salary Sacrificed Gym partnerships and Electric Vehicle (EV) leasing

Full details are available on our careers site

Interview Process

Interviewing is a two way process and we want you to have the time and opportunity to get to know us, as much as we are getting to know you! Our interviews are conversational and we want to get the best from you, so come with questions and be curious. In general you can expect the below, following a chat with one of our Talent Team:

  • Stage 1 - 30 mins with one of the team
  • Stage 2 - Take home challenge
  • Stage 3 - 90 mins technical interview with two team members
  • Stage 3 - 45 min final with an executive and a member of the people team
Alex Yeates on cord
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