Description Department Overview The Service Desk consists of 16 analysts reporting to two Team Leaders. The two Team Leaders report to the Customer Service Manager. The Service Desk is the focal point for customers to report IT, Network & Telephony incidents and requests and acts as a communication channel to customers for events which may affect their ability to access IT services, including major incidents. The Analysts provide IT first line contact for all Bank staff. They liaise with Service Managers for Business specific activities, project activity and other IT areas within the Bank. Job Description The main responsibilities of the job are: Deliver best practice call management. Acting as first point of contact for IT, Network & Telephony queries which are raised via Phone calls and Live Chat. Logging, classifying and routing all new incidents and service requests including incident closures once customer is satisfied. First point of contact for customer liaison and keeping customers informed of progress of incidents. Recording, investigating, diagnosing and resolving incidents within agreed fix period within ITSM (our call logging system) Maintaining awareness of service levels for all assigned incidents Ensuring correct reassignment of unresolved or misrouted incidents. Attendance at major incident meetings as appropriate Identifying and assisting in the elimination of problems. First line requests Specific tasks will be allocated on and ad hoc basis Job Requirements The jobholder's work will be varied. The successful candidate will possess: Excellent customer service skills and Business knowledge including effective listening, patience, empathy and diplomacy. Excellent communication, inter-personal, team working and task management skills. A commitment to service improvement with a customer focused attitude A high level of quality focus, with an eye for detail and accuracy An understanding and interest in the use of IT within Business functions and ability to understand and react to business priorities and reflect them in call management. Confidence to deal professionally with staff at all levels in the organisation The ability to multitask - there is a high and demanding work load with a requirement to juggle priorities on a daily sometimes hourly basis, this includes being able to take phone calls back to back. Excellent administration and organisation skills Quick learning skills with information retention and a good technical aptitude/ability Ability to act on own initiative. The job is relatively structured and many processes must be adhered to, but, it is also expected that the job holder will be able to work on their own as well as within a team. Willingness to share and learn together is critical. A positive attitude, reliability and flexibility are also essential qualities. Minimum requirements Active Directory RSA Ace admin Exchange Mailsweeper BES support Intune for iPhone & iPads Becrypt/BitLocker Voicemail MX1 Remedy Required - ITIL qualified (Desirable) Our Approach to Inclusion The Bank values diversity, equity and inclusion. We play a key role in maintaining monetary and financial stability, and to do that effectively, we believe we need a workforce that reflects the society we serve. At the Bank of England, we want all colleagues to feel valued and respected, so we're working hard to build an inclusive culture which supports people from all backgrounds and communities to be at their best at work. We celebrate all forms of diversity, including (but not limited to) age, disability, ethnicity, gender, gender identity, race, religion, sexual orientation and socioeconomic status. We believe that it’s by drawing on different perspectives and experiences that we’ll continue to make the best decisions for the public. We welcome applications from individuals who work flexibly, including job shares and part time working patterns. We've also partnered with external organisations to support us in making adjustments for candidates and employees in the recruitment process where they're needed. For most roles where work can be carried out at home, we aim for colleagues to spend half of their time in the office, with a minimum of 40% per month. Subject to that minimum requirement, individuals and managers should work together to find what works best for them, their team and stakeholders. Finally, we're proud to be a member of the Disability Confident Scheme. If you wish to apply under this scheme, you should check the box in the ‘Candidate Personal Information’ under the ‘Disability Confident Scheme’ section of the application. Salary and Benefits Information We encourage flexible working, part time working and job share arrangements. Part time salary and benefits will be on a pro-rated basis as appropriate. This role offers a salary of circa £27,440. In addition, we also offer a comprehensive benefits package as detailed below: A non-contributory, career average pension giving you a guaranteed retirement benefit of 1/95th of your annual salary for every year worked. There is the option to increase your pension (to 1/50th) or decrease (to 1/120th) in exchange for salary through our flexible benefits programme each year. A discretionary performance award based on a current award pool. A 8% benefits allowance with the option to take as salary or purchase a wide range of flexible benefits. 26 days’ annual leave with option to buy up to 12 additional days through flexible benefits. Private medical insurance and income protection. National Security Vetting Process Employment in this role will be subject to the National Security Vetting clearance process (and typically can take between 6 to 12 weeks post offer) and the passing of additional Bank security checks in accordance with the Bank policy. Further information regarding the vetting and security clearance requirements for the role will be provided to the successful applicant, and information about how the Bank processes personal data for these purposes, is set out in the Bank's Privacy Notice. The Bank of England welcomes applications from all candidates, but as a UK Visas and Immigration (UKVI) approved sponsor, we have a responsibility to comply with the Immigration Rules and guidance. As such, our ability to employ individuals who require sponsorship for immigration purposes is limited. The Bank cannot guarantee that you and / or the role you are applying for will be eligible for sponsorship and that any application made to UKVI will be successful. Eligibility will therefore be considered on a case by case basis. The Application Process Important: Please ensure that you complete the ‘work history’ section and answer ALL the application questions fully. All candidate applications are anonymised to ensure that our hiring managers will not be able to see your personal information, including your CV, when reviewing your application details at the screening stage. It’s therefore really important that you fill out the work history and application form questions, as your answers will form a critical part of the initial selection process. This role closes on 7th of January 2025. Please apply online, ensuring that you complete your work history and answer ALL the application questions fully and in detail as your application will not be considered if all mandatory questions are not fully completed.