Desktop Support Technician

Date Posted: 22 days ago

Job Description

Desktop Support Technician

- (005521) Primary Location UK-ENG-London Job Information Technology Organisation TECHNOLOGY DEPARTMENT Job Posting 06-Oct-2021, 3:54:39 AM Department Overview The Technology Directorate manages and supports all aspects of Technology delivery across the Bank, from maintaining critical systems which underpin the UK economy, to providing big data analytics, implementing comprehensive cyber security programmes, and introducing innovative solutions in support of digital workplace. Technology's key objective is to support all other areas of the Bank in achieving our colletive mission to promote the good of the people of the UK by maintaning monetary and financial stability. This is acheived through the delivery of appropriate, high performing, resilient solutions and information services across the organisation and externally. Technology is structured around a simple operating model: Analyse-Delivery-Service-Secure. This model ensures transparency and effectiveness in our delivery, prioritisation and cost base for IT services and promotes close working relationships with colleagues across the Bank so that we can all deliver with pace and agility. The Colleague Experience teams are responsible for providing high quality, progressional IT support services to customers across the Bank. Colleague Experience comprises of several teams, providing a range of services. These include End User Computing Desktop Support as well as being responsible for development and maintenance of the Bank's workstation and Mobile Infrastructure platforms. Job description The role of Desktop Support Technician is to provide high quality, professional, second line Desktop support for Enterprise IT Services at the Bank across all sites. Working within a team of 10 staff, the successful candidate will be required to deliver high quality professional support services to customers across the Bank. The candidate must ensure that support calls are managed and resolved to the highest professional standard and within agreed SLAs while meeting customer expectations. The primary role of the Desktop Support Technician is to apply workarounds and resolutions to IT incidents to restore acceptable IT services to the Business to allow colleagues opf the Bank to achieve their work goalds and ultimately the core purposes of the Bank of England. The Desktop Support role is a customer-facing role and staff are responsible for providing a high level of support across all business areas within the Bank of England Group for IT Desktop services, including all sites; Threadneedle Street, Moorgate, Debden, Leeds and the Agencies. Role Requirements Minimum Essential Criteria Having a good understanding of business areas' critical periods, processes and applications is essential. The Desktop Support Technician may carry out diagnostic or test procedures to identify the cause of an incident either remotely or by visiting the customer. The initial responsibility is to restore services to the customer. Once workarounds are in place, details are to be documented and fed into the Problem Management process to identify and resolve repeat incidents as problems. A high level of technical knowlege is needed to be maintained with a strong and demonstratable understanding of Desktop services including; Windows Operating Systems, VPN, Remote solutions, iPad, iPhone, Networking and Infrastructure, Telecoms, Security, Active Directory and VDIs (Virtual Desktop Infrastructure) Desirable Criteria
  • Excellent customer service skills;
  • Excellent communication, listening, interpersonal, team working and task management skills;
  • Strong analytical and problem solving skills;
  • Strong knowledge of supporting key enterprise services, RSA SecurID, FileSite, Microsoft Office, Microsoft Teams, WebEx, Bitlocker, Active Directory, SCCM, MobileIron, Microsoft Exchange Online, Windows 10, Desktop Hardware including Printers, iOS and Voice and Data technologies;
  • Good understanding of the role of Technology within the business;
  • Good understandiing of business area's work and their critial periods;
  • Proven technical aptitude and ability to learn technical skills and achieve professional qualifications. ;
  • Knowlege and believe in principles of the ITIL framework, specifically Incident, Problem, Configuration and Change Management.
  • Commitment to service improvement with a customer focused attitude.

The Bank values diversity and inclusion – we want to reflect the society we serve better, we want the best people to work for us and we want our workplace to be inclusive. We value all forms of diversity, including but not limited to age, disability, ethnicity, gender, gender identity, race, religion and sexual orientation. One way we support diversity and inclusion is through our staff-run networks, which are summarised here.

We are fully committed to having a diverse and inclusive working environment, and are open to considering how the role might be carried out with flexible working. This role is therefore open to flexible working patterns. (Delete if operationally this may not be feasible)

We are also committed to making adjustments for candidates and employees where possible, and have partnered with external expert organisations to support us in this. We are a member of the Disability Confident scheme, summarised here, and people who wish to apply under this scheme should check the box in the ‘Candidate Personal Information’ under the ‘Disability Confident Scheme’ section of the application.

We anonymise applications so hiring managers will not be able to see your personal information when reviewing your submission, including your CV. Please fully complete the application form questions as requested, as any incomplete submissions may not be reviewed.

The Bank of England is a distinctive institution and our rewards are one of the things that set us apart. As well as enjoying a competitive salary you will work in a collaborative, inclusive environment, with a subsidised restaurant, flexible working opportunities and plenty of wellbeing initiatives.

This specific role offers a base salary of £28,000 - £33,000 pro rata, along with our comprehensive benefits package as follows:

  • A non-contributory, career average pension giving you a guaranteed retirement benefit of 1/95th of your annual salary for every year worked. There is the option to increase your pension (to 1/50th) or decrease (to 1/120th) in exchange for salary through our flexible benefits programme each year.
  • A discretionary performance award based on a current award pool.
  • A 7% benefits allowance with the option to take as salary or purchase a wide range of flexible benefits.
  • 25 days annual leave with option to buy up to 13 additional days through flexible benefits.
  • Private medical insurance and income protection.

The closing date for applications is 31/10/2021

Please apply online, ensuring that you answer the application questions, complete the work history and submit your CV.

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