We have 2 positions available in Jersey.
These are permanent roles working 35 hours per week.
What you will be doing:
- As a Service Desk Analyst, you will play a pivotal role in our IT Support team, serving as the first point of contact for our Bank users.
- Your primary responsibilities will involve resolving a wide range of technical issues, both in person and remotely, to ensure a seamless and efficient banking experience.
- This role offers a unique opportunity to work with cutting-edge technologies and be part of a forward-thinking organisation.
Key Accountabilities:
Customer
- Access to technology: As first point of contact you will play a vital role ensuring our customer facing team are fully supported in their access and use of technology to better serve our customers, from systems access across a variety of platforms to telephony to conference facilities in the office and WorkCafes.
- Work Café; Ensure all Work Café technology is supported to maintain the highest standard expected by our customers.
People
- Log and report issues: The Service Desk Analyst will be responsible for efficiently logging and reporting technical issues reported by colleagues within the Bank, primarily with the ServiceNow ITSM system.
- First touch resolution: The primary goal is to provide prompt resolution at the first touch whenever possible. This involves diagnosing and solving straightforward issues to minimize disruption and downtime for our users.
- Collaboration with other teams: In cases where the issue is more complex, the Service Desk Analyst will collaborate with specialized application support teams. This includes escalating incidents, providing detailed information, and assisting in resolving issues efficiently.
- Continuous improvement: Contribute to the ongoing development and enhancement of IT support processes and procedures.
What you will bring:
- Excellent customer service skills and the ability to remain patient and courteous under pressure demonstrating empathy and a customer-centric approach.
- A passion for learning about new technologies.
- Strong communication skills to effectively understand and address user needs.
- Problem-solving abilities with an analytical mindset to diagnose and resolve technical issues.
- Ability to work within the IT support team and cross functional teams across multiple jurisdictions.
- Previous experience in a similar service desk or IT support role, preferably with ITSM tools such as ServiceNow
- Software proficiency, knowledge and experience of software tools such as Microsoft 365 technologies and their support requirements
- Strong trouble shooting skills to diagnose and resolve technical issues effectively.
- A commitment to staying current with the latest industry trends and technologies.
- Knowledge and qualifications related to any or all of Salesforce, Temenos T24, Microsoft 365, and Amazon Web Services (AWS) will be highly beneficial.
- Prior experience in a similar role within the banking sector or a related field is also highly desirable.
- Certification in IT Service Management (e.g. ITIL) or relevant technical certifications (AWS, Microsoft, Salesforce) would be advantageous
What else you need to know:
There has never been a better time to join Santander International, so if you feel that you are looking for a career that will challenge, excite and motivate you, then you are looking in the right place.
Santander International has a fantastic culture, is committed to, and has a strong presence in our local communities and creates a sense of belonging through great social events.
To apply for the role, please click on the apply button so you can submit your details, your CV and covering letter.