Overview

interactive investor is an award-winning investment platform that puts its customers in control of their financial future. We are the UK''s number one flat-fee investment platform with assets under administration approaching £75 billion and over 450,000 customers. We offer pensions, ISAs and investments with a simple, flat monthly fee and provide a wide choice of over 20,000 UK and international investment options.We also bring impartial, expert content from our award-winning financial journalists, a highly engaged community of investors, and daily newsletters and insights. Our values are honesty, transparency, accountability, ambition and passion for delivering for our customers, teams and the business.Purpose Of Role

This is an exciting opportunity to complement our existing IT Service Desk team, dedicated to providing an excellent IT service to internal customers at all times. The IT Service Desk currently manages approximately 2,000 user incidents per month and supports major incidents, changes and requests.As an IT Service Desk Analyst you will manage the speedy answer, response and resolution of all inbound incidents and requests via email, phone, in person and via the Internal IT Service Delivery toolset. The right candidate will have experience in a busy Service Desk, the ability to work to strict processes, tight deadlines and adhere to company regulations and procedures. You will manage customer expectations, keep customers updated on status in line with SLAs, build relationships with customers and colleagues, and work within a team to provide excellent service.Reporting directly to the IT Service Desk Team Leader, the successful candidate will demonstrate enthusiasm, excellent customer service skills, strong technical and diagnostic abilities and a proactive work ethic.Responsibilities

Take personal responsibility for delivering objectives in line with company valuesLog, progress and resolve incidents and service requests according to standards and proceduresTravel flexibility to cover requirements across all ii/Aberdeen office locationsDocument all steps taken on incidents or service requests in the ITSM toolAdhere to standard operating procedures to complete service requestsEscalate calls to appropriate teams when neededManage customer expectations and keep customers updated on outstanding IT calls in line with expectationsSkills and Experience Required

Minimum 3 years experience in an enterprise customer-facing service deskAbility to respond to a high volume of queries while remaining resilient and enthusiasticAccurately log, progress and resolve service calls using an ITSM toolOwn the outcome for delivering customer service via various communication methodsStrong verbal and written communication skills with colleagues at all levelsGood troubleshooting skills and experience with Microsoft Office, including M365Knowledge of ITIL-based service management and operational support preferred; certifications such as MSCP and ITIL are advantageousExperience supporting Windows 10/11 in an enterprise environmentExperience managing users, groups and mailboxes in MS Exchange and Office 365Working knowledge of laptop and printer hardware, networks, phones, mobiles, PCs and AV in office environmentsRelevant IT qualifications are beneficial; macOS experience is advantageousBenefits

Group Personal Pension Plan - 8% employer contribution and 4% employee contributionLife Assurance and Group Income ProtectionPrivate Medical Insurance - provided by Bupa25 Days Annual Leave plus bank holidaysStaff Discounts on our investment productsPersonal and Well-being Fund to support physical and mental wellnessRetail Discounts with high street and online retailersVoluntary Flexible Benefits to tailor benefits to your lifestyleEthnicity, Equality and Inclusion

interactive investor operates in accordance with the UK Equality Act 2010. We welcome applications from individuals of all ages, disabilities, gender identities, marital status, pregnancy/maternity, race, religion or belief, sex, and sexual orientation. We are committed to fair treatment and to making reasonable adjustments to support disabled applicants. We actively prevent all forms of discrimination, harassment, and victimisation.

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