Join us as a Colleague Engagement Infrastructure Analyst
This is an opportunity to make a positive impact on our colleagues, delivering successful business outcomes through exceptional customer service
You’ll be actively participating in initiatives to deliver and improve customer service, processes, and procedures as well as shape and improve colleague journeys
You’ll work amongst the product and tool sets that we deliver from Colleague Platforms and Network Services, helping colleagues and enhancing their experience when using our products
This role is based in Gogarburn and our CX Hub office location in Edinburgh
What you'll do
As a Colleague Engagement Infrastructure Analyst, you’ll be engaging with colleagues who visit our CX Hub locations and responding to support requests from our executive and Enhanced Support community. You’ll be representing our domain, Colleague Platforms, and Network Services, listening to colleagues who seek advice on the setup and use of our bank tools. This will involve investigating and resolving any technical queries, working with our product teams to escalate when necessary.
You’ll be responsible for coaching colleagues through their journey while navigating our product processes and procedures. As such, you’ll develop an understanding of our colleagues’ business needs and, in turn, suggest features of our tools and products that will improve the way they work.
Your role will also involve:
Identifying improvements to enhance the colleague journey and contribute to new technology pilots, innovation, and early learning
Supporting a robust service, managed security, and risk culture
Working closely with our platform teams to build relationships and support practice
Managing escalation to responsible teams to coordinate support actions and reduce the impact of incidents
Taking ownership of operational incident and engagement records
Supporting engagement and incident trend analysis, data analysis, and our demand reduction activity
The skills you'll need
To succeed in this role, you’ll need excellent engagement and communication skills, able to work with stakeholders at all levels. You’ll also have a background in supporting or training end users in Desktop, Mobile, and Microsoft 365 products. You’ll need to enjoy and perform well in a busy environment and have the ability to prioritise tasks while maintaining a high level of accuracy, ownership, and customer service. We’ll also look to you to demonstrate an interest and enthusiasm with new technology.
In addition to this, you’ll demonstrate:
Experience and understanding of Zoom, mobile devices, Windows desktop, and virtual desktop computing
The ability to convey technical information back to your customers effectively
Data analysis and Microsoft Office skills, ideally including Excel and Power Bi
Knowledge of relevant industry standard toolsets and processes to drive up customer service within an IT environment
An understanding of operational principles
Good collaboration and stakeholder management skills