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Senior Service Desk Engineer
at Cashplus London in London (Published at 04-10-2023)
Who we are
Cashplus is a leading UK challenger bank for small businesses. We offer faster, smarter, simpler current accounts for the entrepreneurs, independent businesses and consumers that power the UK economy, yet are too often overlooked by high street banks. Since 2005, we’ve created easier ways for more than 1.6m customers to pay, bank and borrow through our user-friendly digital platform. We understand what our customers need – time and money to run their businesses and live their lives – and our secure, innovative products are designed to help, where others can’t or won’t. A true fintech pioneer, we are a fast-growing and credible UK challenger bank.
http://www.cashplus.com/
Our Values & Behaviours
Cashplus puts the fair treatment of customers at the heart of our business model. Our business goals are:
1. Becoming a bank that customers love
2. Developing brilliant, sustainable products
3. Earning an outstanding reputation
Cashplus values are:
- We innovate with purpose
- We are upfront
- We do it right
- We are all in
Individual Conduct rules:
- You must act with integrity
- You must act with due skill, care and diligence
- You must be open and cooperative with the FCA, the PRA and other regulators.
- You must pay due regard to the interests of customers and treat them fairly.
- You must observe proper standards of market conduct
- Act to deliver good outcomes for retail customers
The Role Is
The Senior Service Desk Engineer is part of the Service Delivery team, following ITIL principles to provide 1st and 2nd line Service Desk support to UK offices (currently London and North West). This role will support and improve end user computing consisting of desk side and remote support, system administration, incident resolution and service request fulfilment.
Team Hybrid Working Style
The expectation for this role, will involve a minimum of 3 days per week working out of our London Bridge office.
Key Accountabilities Include
Incident and Request Resolution
- Desk side and remote end user IT support
- Triage, investigation and resolution of Service Requests and Incidents within SLA
- Planning, organization, and management of high-volume workloads
- Continual service improvement of processes and services provided to end users.
- Training and knowledge sharing with other team members.
- Sys Admin activities including setting up accounts, software installs, creating roles, password resets.
- Execution of daily tasks including running reports and applications to a schedule throughout the day
- Functional escalation and ownership of tickets within Service Delivery and wider Technology Teams as required.
- Onboarding
o Imaging and building laptops.
o IT training for new users
- Documentation of processes, procedures
- Support management of IT assets to ensure they are secure, fully supported and documented.
- Ensuring access is granted or revoked to services following documented system and data owner procedures, including the Joiner Mover Leaver policy.
- Hybrid working from London office and at home
You'll Need to Have
Essential:
- Computer Science/Engineering qualification and at least 4 years working in a similar end user computing support role.
- Windows Operating Systems including Windows Domain Services (Active Directory, Group Policy, DNS, DHCP)
- Office 365 including Exchange, Teams, SharePoint, Azure Active Directory, Security and Compliance
- Troubleshooting Desktop / Laptop hardware and software problems
- Experience learning new technologies and implementing within a corporate environment.
- Experience identifying end user technology improvements and delivering solutions.
- High levels of interpersonal skills and experience working with end users
- Planning, organization, and management of high-volume workloads
Desirable:
- Exposure to Virtualisation and remote computing services (VMware, Citrix, VDI/XenApp)
- Microsoft Administrator Certified
- Patch management of workstation assets
- Building and deploying operating system images
- Experience within a Financial Services organisation
In return you'll enjoy
- Competitive basic salary
- 7.5% of salary in cash allowing you the flexibility to decide your own benefits (or simply take the cash)
- 26 days’ holiday increasing each year of service to 33 days
- Ability to buy and sell a further 5 days holiday each year
- 4 x Life Assurance
- Pension salary sacrifice
- Family friendly policies
- Regular social activities and team events
- Charity Volunteering Day
- Free drinks and snacks in the office
Cashplus is an equal opportunity employer. Individuals seeking employment are considered without regard to race, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, physical or mental disability, military or veteran status, or any other characteristic protected by applicable law.
