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Location: Darlington Tyne and Wear Newcastle upon Tyne NE12 8BX
Salary: £20000 - £22000
Sector: IT Support  
Type: Permanent
Posted: 02/16/2022
Service Desk Officer Ronald James Group 2022-05-16

We are looking for a Service Desk Officer to provide high standards of customer service as the first point of contact for all IT-related requests. The role is key to enabling colleagues with IT support whilst maintaining a fully operational IT ecosystem.

Main Responsibilities:
●Performance of business-as-usual operational activity for the IT Service Desk.
●Ensure the accurate completion of all Operating requirements (e.g. Start of Day, End of Day, Month End and Year End)
●Ensure the accurate completion of all Operating miscellaneous requirements (e.g. Direct Debits, Faster Payments & Standing Orders).
●Record, action, resolve or escalate all IT support incidents through the Incident Management system.
●Build and Test Mortgage and Savings product builds across the core systems.
●Support IT incidents from inception to completion while providing high customer satisfaction.
●Administration of the system access including movers, leavers and starter process in line with relevant governance and controls. Ensure that all incidents are responded to, resolved or escalated to 2nd line team within their Service Level Agreement (SLA).
●Provide all documentation and authorisation requirements for IT Change Management before carrying out changes to the IT infrastructure and software.
●Ensure the completeness of the IT Asset Inventory to reflect all relevant changes to technology.
●Ensure that all IT risks are logged and reported to the appropriate areas.
●Ensure knowledge of Cyber Security and core system requirements are consistently up to date.

●To undertake all activities following procedures, policies, and guidelines and to adhere to the Regulators Rules, Codes of Practice and Policy Statements including the principles of Treating Customers Fairly and the Code of Ethics.
●To be aware of those activities which you and any other employee of the Company in respect of whom you have a line management function are permitted to be involved
●To comply with any and all conduct rules which are from time to time issued by the FCA and/or the PRA and are applicable to your role.
●To maintain customer confidentiality ensuring compliance with the Data Protection Act/GDPR.
●To pro-actively maintain and promote all aspects of office or branch security and health and safety
●To continuously develop self and maintain knowledge following the Training and Competence Scheme guidelines
●To act as a Brand Ambassador and ensure levels of professionalism are maintained at all times
●To act as an ambassador for the risk culture and standards, demonstrating the highest standards of compliance behaviour at all times

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