Our Diversity Pledge
At C. Hoare & Co we are committed to having a more diverse workforce through representation of society in our own workplace, where all can thrive, develop and succeed based on talent, regardless of ethnicity, the way colleagues wish to express their gender identity, sexual orientation, disability, age or any other dimension that can be used to differentiate people from one another. C. Hoare & Co welcomes diversity of thought.
Flexible Working Pledge
We are committed to supporting flexible working to allow individuals to thrive and deliver business needs.
C. Hoare & Co have committed to a permanent hybrid policy. As part of this hybrid policy, the bank promotes part-time working and job-sharing where applicable. We have family friendly policies and a benefits package in place that is highly competitive within financial services.
Scope of work & the value you will add to our customers:
This is an IT Support role and it helps colleagues across the organization to perform their roles effectively by providing frictionless IT service. IT support services enables colleagues to be able to provide excellent customer experience.
Role & Responsibilities:
• Provide IT technical support (remote as well as onsite) to end-users, including troubleshooting hardware and software issues
• Logging all requests and ensuring issues and service requests are responded to within agreed service levels
• Be the promoter of continuous service improvement
• Coaching other team members in best practice and deputizing for the Service Desk Team Leader, as required
• Analyze problems, identify trends, and take appropriate actions to reduce Service Desk calls / tickets
• Setup, configuration, and maintenance of laptops, printers, and other IT equipment / software, including maintaining inventory
• Manage JML (joiners, movers, leavers) processes and ensure they are actioned in timely manner
• Help implement continuous service improvement by delivering to its priorities and to provide value to our colleagues and customers
• Use tools and processes (Automate / Colleague training / Problem Management) to reduce calls / incidents / requests reported to Service Desk
• Act as the primary escalation point in the absence of the Service Desk Team Lead
• Provide BAU support to the Service Desk Team Lead when necessary
• Produce monthly MI reporting for all customer systems where appropriate
• Identify and escalate high priority / severity incidents affecting Bank’s production systems / customers appropriately
• Ensure all defined standards are adhered to in accordance with Information security requirements and other bank policies to satisfy effective audit ratings
• Support Bank’s transformation / change programme
• Be available at the TechBar to provide technical assistance to colleagues
• Support and take part in Bank’s customer/colleague events, provide AV support
• Provide support to VIP and MT members by being proactive and build relationship
The team currently operates between 8:00 am to 6:00 pm, however we are currently looking into introducing on-call rota where team will be available on-call outside of business hours on rotational basis.
Requirements
Mandatory Skills:
• Excellent verbal and written communication skills
• The ability to investigate and troubleshoot issues
• Experience of writing procedural and/or support documentation
• Excellent organisational skills with the ability to multi-task
• Ability to manage own time effectively and to be prompt and punctual
• Experience of working effectively within a team and collaborating with others to achieve a goal
• Demonstrable ability to think around issues and look at the wider picture in order to provide solutions through a variety of problem-solving techniques
• Sound knowledge and experience of supporting range of IT applications, platforms, and technologies
• Good knowledge of Microsoft technology and IT Support
Desirable Skills:
• Delivery of IT support services within financial services organization
• ITIL Foundation or higher
• Experience of utilizing IT Service Management toolset e.g. Jira Service Management
• Knowledge and experience of best practice in customer service and/or IT service management
Interdisciplinary Skills:
• Experience of developing professional and effective working relationships with customers and key stakeholders
• You're passionate about helping people as well as creating an excellent support environment
• Independent, self-motivated with an ability to adapt and be flexible
Benefits
• 25 DAYS OF HOLIDAY (Work Level 1)
• 20% NON-CONTRIBUTORY C.HOARE & CO. GROUP PENSION PLAN (CHIPP)
• GROUP LIFE ASSURANCE
• GROUP INCOME PROTECTION
• SEASON TICKET LOANS
• PRIVATE MEDICAL INSURANCE
• SUBSIDISED STAFF DINING ROOM
• CHARITABLE DONATIONS/ GIVE AS YOU EARN
• EYE CARE
• FLEXIBLE BENEFITS
• ADDITIONAL ANNUAL LEAVE
• COMPUTER PRODUCTS
• CHARITY DAYS
• CRITICAL ILLNESS AND CRITICAL ILLNESS SPOUSE/PARTNER
• CYCLE TO WORK
• DENTAL INSURANCE
• PERSONAL ACCIDENT INSURANCE
• TRAVEL INSURANCE
• VEHICLE BREAKDOWN COVER
• GYM MEMBERSHIP/RETAIL DISCOUNTS
• WORKPLACE NURSERIES
• ELDERCARE SCHEME
Supporting Your Recruitment Experience
If you have a disability, health condition or are neuro-diverse and may benefit from some adjustments and support during the recruitment experience, then just ask – we don’t want our hiring process to be a barrier for you.
Finally, please note that no candidate will meet every single desired requirement. If your experience looks a little different from what we have identified and you think you can bring value to the role, we would love to hear more about you
