2nd Line Support Technician

The IT Site Support team plays a vital role as a second-line function, committed to solving technology problems and ensuring that everyone in the bank has the necessary tools to perform their jobs effectively. We prioritise clear communication, exceptional customer service, and outstanding results. Our team members are distributed across the country, working in a hybrid model to support our branch network, main offices, and remote workers. What you'll be doing

• Perform onsite deskside support for Virgin Money colleagues in the Bothwell St. location, including work with PCs, desk setups, printing and meeting suites.
• Carrying out PC configuration, installation and deployment.
• Take ownership of incident tickets and deliver good outcomes within SLA targets.
• Provisioning hardware for new starters and replacing faulty equipment
• Represent the team in meetings, drive forward ways to positively improve the office working environment.
• Participate in project work.
• Apply exceptional customer service skills ensuring regular communication with internal colleagues - go the extra mile for every incident call, email or request you handle.
• Work with other teams and third parties to identify and solve problems affecting the IT estate., As a Disability Confident Leader, we're committed to removing any obstacles to inclusion. If you need any reasonable adjustments or support making your application, contact our Talent Acquisition team
Now the legal bit Living A Life More Virgin allows our colleagues to be based anywhere in the UK (if the role allows it), but we'll need you to confirm you have the right to work in the UK. If you're successful in securing a role with us, there are some checks you need to complete before starting. These include credit and criminal record checks and three years' worth of satisfactory references. If the role is part of the Senior Manager Regime and Certification Regime, it requires enhanced pre-employment checks - we'll ask for six years of regulatory references, and once in the role, you'll be subject to periodic employment checks. Advertised: 05 Dec 2024 GMT Standard Time Applications close: 13 Dec 2024 GMT Standard Time


• Significant experience of working within a 2nd line IT support team in a large complex corporate environment, with a proven track record in colleague support roles and a solid understanding of the ITIL framework
• Experience supporting Windows 10/11 and a solid understanding of Microsoft software - including O365, Teams, SCCM, OneDrive, Active Directory
• Experience of PC configuration / Installation
• Be adaptable in a constantly changing environment, able to employ excellent problem-solving skills in unfamiliar scenarios.
• Good knowledge of mobile telephony, including working knowledge of Microsoft Endpoint MDM
• Strong problem solving skills - ability to adapt to various situations.
• Possess excellent communication skills - be comfortable dealing with senior management
It's a bonus if you have but not essential
• Video Conferencing support via Teams
• Apple OSX
• Experience in IT service delivery in a corporate/financial services sector
  
  We're all about helping you Live a Life More Virgin, so happy to talk flexible working with you.
Say hello to Virgin Money We're making great strides towards achieving our ambition of becoming the UK's best digital bank. As a full-service digital bank with a heritage stretching back over 180 years, we`re a workforce to be reckoned with. We're putting the full power of our experience behind disruptive ideas that reinvent the role a bank plays in people's lives. We're customer obsessed and work tirelessly to create positive experiences for our millions of customers and deliver on our purpose, 'Making You Happier About Money.' Our customer centric culture means that we're able to do banking differently and by innovating and working together we can make a real difference. Join us and Live a Life More Virgin that empowers you with choice and flexibility in how you work. Be yourself at Virgin Money Our purpose is to make people happier about money, this means seeing and feeling the world as our customers do by creating a workforce that reflects the rich diversity of our customers and communities. We're committed to creating an inclusive culture where colleagues feel safe and inspired to contribute, speak up and be heard.


• Generous holidays - 38.5 days annual leave (including bank holidays and prorated if part-time) plus the option to buy more.
• Up to five extra paid well-being days per year .
• 20 weeks paid, gender-neutral family leave (52 weeks in total) for expectant parents and those looking to adopt.
• Market-leading pension.
• Free private medical cover, income protection and life assurance.
• Flexible benefits include Cycle to Work, wellness and health assessments, and critical illness.