Service Operations Engineer

West Midlands Pension Fund; Wolverhampton; Hybrid; GBP 32,000 - 42,000; Full time

Benefits offered by this job

Hybrid working

Study support

Professional development

Job summary

West Midlands Pension Fund is seeking a Service Operations Engineer to join our Finance, Resourcing and Transformation Service area. Based at our Wolverhampton offices with a flexible hybrid pattern, you will be the first point of contact for IT incidents and service requests, delivering high-quality user support for Pension Administration and business applications.

You will have experience in service desk or IT operations, strong troubleshooting and communication skills, and a proactive

Qualifications

• Experience in a service desk, IT support or technology operations environment.
• Strong troubleshooting and communication skills with a proactive approach to improving processes.
• Customer-focused service delivery and adherence to service levels.

Responsibilities

• Act as the first point of contact for technology incidents and service requests.
• Manage incidents and requests through lifecycle to ensure timely resolution and closure.
• Provide first-line support for Pension Administration and related business applications.
• Perform routine operational checks to support service availability.
• Identify opportunities to improve support processes and customer experience.
• Log, categorise and prioritise incidents and service requests per defined SLAs.

Skills

Service desk experience

IT support

Troubleshooting

Communication

Organisational skills

Customer service

Job description

Do you have experience in IT support, service desk or customer support environment experience and are looking to develop your career in the pensions industry? Are you looking to work for one of the largest pension funds in the UK? We may have the role for you!

About WMPF

WMPF is one of the UK’s largest pension funds providing local authority pension benefits for employees across the West Midlands. We manage and administer the pension interests of over 330,000 scheme members, 800+ employers and currently have over £21 billion in assets under management.

We are recruiting for a Service Operations Engineer to join our continually growing Finance, Resourcing and Transformation Service area. Our brand-new offices are based at the i9 building in Wolverhampton and is an excellent location for transport links by car, bus, train and tram.

What the day will look like

Responsibilities include:

• Act as the first point of contact for all technology-related incidents and service requests.
• Manage incidents and service requests throughout their lifecycle, ensuring timely resolution and closure.
• Provide first-line support for Pension Administration and associated business applications.
• Perform routine operational checks and monitoring activities to support service availability.
• Identify opportunities to improve support processes, knowledge sharing and customer experience.
• Provide professional, customer-focused support to users through agreed communication channels.
• Log, categorise, prioritise and manage incidents and service requests in accordance with defined processes and service levels.

About you

The ideal candidate will be a customer-focused IT professional with experience in a service desk, IT support or technology operations environment, able to effectively manage incidents, service requests and user queries while delivering excellent customer service and meeting agreed service levels. They will possess strong troubleshooting, communication and organisational skills, with a proactive approach to continuous improvement, and will work collaboratively with users, colleagues and suppliers to ensure reliable, secure and high-quality technology services.

Why choose the West Midlands Pension Fund?

You will receive a generous holiday entitlement (starting with 26 days a year plus bank holidays). We usually work two days a week in the office and three from home.

We have a modern office environment that offers a relaxed working atmosphere with study and breakout areas, meeting rooms and kitchens with free tea and coffee making facilities. There are also cloakrooms, bike stores, showers and lockers available.

Other benefits whilst working for the fund include the employee awards scheme and on-the-job development where you will be provided with comprehensive study support for professional exams, formal education & structured training and the potential to advance within a growing organisation.

Working at the fund is a great way to start or develop your career and will give you the opportunity to explore, question and collaborate. You will build your skills and knowledge but also a network where everyone is here to help support you learn and develop in a place where you can thrive both professionally and personally making a shared impact.

We are delighted to have been accredited PASA, Investors in People, customer service excellence and we have Bronze Organisational Membership with the British Dyslexia Association and are working towards their Smart Award, which further underlines our commitment to diversity and inclusion.

How we support our colleagues

In addition to our comprehensive benefits package, we encourage a diverse workforce. Plus, our agile, inclusive environment allows you to manage your wellbeing and work/life balance. You also have 24-hour access to an employee assistance programme.

As a new employee of our Systems team, you will receive a robust interactive 6-week induction plan providing you the opportunity to engage with key stakeholders across the fund. You will also be enrolled onto a range of professional training courses including an introduction to the LGPS and team building to encourage collaborative working, allowing you to thrive in your new role.

For full details of the responsibilities and requirements of this role please see the attached Job Description and Person Specification.

Our working arrangements

All council roles are allocated to either a fixed, field or flexible work style. Some roles are agile which enable and empower employees to maximise their performance and productivity, whilst maintaining a healthy work life balance. Roles with a fixed workstyle work in a fixed permanent council location. Roles with a field workstyle are usually allocated where employees are required to be out working in the community with a minimum requirement for 'touch down' space at any council location. Roles with a flexible workstyle have a flexible base location to meet the needs of the business and employees can work from a mixture of home or any council office, partner/client, or external location, as required to meet service requirements.

Please refer to the Job Description for further information on the workstyle assigned to the role you are applying for.

For more information about working for our organisation including the culture of the Council, the Council plan and vision, staff equality forums, core HR policies, employee benefits and much more please click here.