Bank of England Careers – Service Desk Analyst

Job Description:

The Technology Division provides information and system technology services to all business areas in the Bank as part of Central Services, and is responsible for all aspects of the Bank’s project and programme delivery. We exist to support the Bank in meeting its key objectives and strategic priorities.

The Technology Division’s structure is designed to reflect the delivery lifecycle for technology. New technologies and investments are planned and designed and then delivered, operated and maintained in a way that ensures information and data is kept safely and securely. The Division also enables and delivers significant business change initiatives that impact all areas of the Bank.

Job Responsibilities:

• 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
• Deliver best practice call management.
• Acting as first point of contact for IT, Network & Telephony queries,
• 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
• 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

Job Requirements:

• The ability to multitask – there is a high and demanding work load with a requirement to juggle priorities on a daily sometimes hourly basis
• Excellent administration and organisation skills
• Excellent customer service skills and Business knowledge including effective listening, patience, empathy and diplomacy
• Excellent communication, inter-personal, team working and task management skills
• Quick learning skills with information retention and a good technical aptitude/ability
• Ability to act on own initiative
• 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
• A commitment to service improvement with a customer focused attitude
• A high level of quality focus, with an eye for detail and accuracy

Job Details:

Company: Bank of England

Vacancy Type:  Full Time

Job Location: London, England, UK

Application Deadline: N/A

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