IT Support Analyst

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Responsibilities

1. Providing excellent customer service to all RBC Brewin Dolphin (RBCBD) employees through a can-do attitude and service excellence approach.
2. Following the Incident Management process and working within agreed SLAs to ensure targets are met.
3. Installing, supporting, and troubleshooting software and hardware issues, primarily MS Office and bespoke finance applications used across RBCBD.
4. Liaising with other Support Teams to ensure issues are logged, escalated when necessary, and managed from start to finish, providing regular updates to customers.
5. Identifying trends to promote a proactive Service Desk environment, enabling issues to be addressed before impacting end users.
6. Maintaining and updating the knowledge base proactively, sharing troubleshooting tips and fixes within the team.
7. Managing high-priority incidents and high-profile customers to uphold service quality and reputation.
8. Providing feedback for continual service improvement of Service Desk activities.

Skills

1. Excellent customer service skills to deliver a world-class customer experience.
2. Motivated, capable of working independently and using initiative.
3. Can-do attitude, solutions-focused, willing to assist where needed.
4. Proactive team member, contributing suggestions and ideas to improve the service desk.
5. Willingness to take on tasks from other support teams to enhance issue resolution capabilities.
6. Experience in a busy service desk environment, with a good understanding of incident management, SLAs, KPIs, and targets.
7. Desire to develop knowledge and skills continuously, increasing resolution rates.
8. Strong communication skills (written and oral) for liaising across all levels and managing challenging situations.
9. Ability to multi-task effectively, prioritise issues, and exceed customer expectations.
10. Strong technical skills across infrastructure, desktop devices, and operating systems for swift problem solving.
11. Experience managing high volumes of incoming calls and requests from various sources like emails, portals, and live chat.
12. Experience managing calls within SLAs and meeting performance targets.
13. Experience in onboarding, system access, and off-boarding of employees.