The Digital team was set up recently in order to develop and support digital initiatives. The purpose of the team is to help improve digital processes within the bank, increase efficiency for our customers and create innovative and truly useful products and service.
Role: The individual would be part of the Business Support Team providing support to the users of the various digital applications.
Key activities for the role are:
Delivering webexes / training calls for end users
Pre-IT Support essentially providing support to the digital IT function. The main quires are commonly to do with accessibility issues passwords, navigation, interpretation etc
Managing logs of support data and enhancement requirements
Providing support status reports to the project sponsor.
Working with product owners and IT to resolve and escalate issues
Developing and maintaining user guides, support and training materials for internal tools
This will require that the individual is able to:
Quickly assimilate working knowledge of the systems and understand from an end user perspective how they function.
Ensure that issues / problems are effectively investigated and resolved or are appropriately referred with recommendations
Respond quickly to urgent work demands
Engage with the Business users via email, telephone and using Webex where necessary to view their screen and identify / fix the problem. Ensuring adherence to information sharing.
Demonstrate high energy, be extremely positive and a highly effective problem solver, taking responsibility and accountability to resolve Business User's issues.
A-Level or similarly educated.
Excel and PowerPoint
Experience in user support / training an advantage
Experience or interest in Financial Services
Experience in a customer (internal or external) facing role