Arbuthnot Latham has been associated with banking since 1833. We combine private and commercial banking, wealth planning and investment management. We believe in traditional relationship and service-led banking powered by modern technology.

Job purpose

To provide day to day management of the Service Desk Support team. Ensuring work is allocated effectively and dealt with in SLA, training needs identified and met, processes defined and documented, escalations managed internally and with suppliers. This role will also provide support and technical assistance to customers who are using software, hardware, or other computer systems and need help completing tasks or troubleshooting problems through diagnostic tests and remote access to their computers.

To place the interests of customers at the centre of all activities, act in a way that is consistent with achieving good outcomes for consumers and to comply with the FCA and PRA's Conduct Rules.

Job Description

Key Responsibilities:

Team Management

• Team Leader Management, oversight and mentoring of team.
• Conduct regular 1-1, EOY and team meetings across the team to provide key information the Service Desk needs to be aware of, including but not limited to handover into service, key account information/changes. Ensure the meetings are collaborative and any ideas or issues are taken forward and addressed as appropriate.
• Manage the Roster and annual leave approvals for the team, to ensure resourcing levels are in line with IT requirements.
• Provide coaching and advice to other areas of IT to help empower and knowledge transfer within team.
• Running the Team meetings, Huddle, and substitute for Head of IT Service Delivery manager, and/or the Desktop Team Leader in their absence
• General administration duties as and when required.
• Deputise when Head of IT Service Delivery unavailable.

Manage ticket hygiene

• To escalate urgent problems requiring more in-depth knowledge to appropriate resources within the company or externally as needed
• Ensure all incidents and service requests are processed within SLA and in line with customer expectations.
• Ensure problems are identified and managed in line with the ITIL framework.
• Producing performance KPI statistics for the team on ticket hygiene, timeliness of updates and oldest ticket first
• To maintain a robust process of logging and assigning issues and service requests to the relevant support team members and external suppliers
• To provide issue resolution within the assigned Service Level Agreements and pro- actively reduce the opportunity for calls.

General responsibilities

• Responsible for Software Asset & IT Asset Management administration
• Ensure the quality Assurance of data within IT & Software Asset management.
• Produce process documentation, knowledge base articles and run books to support compliance with applicable standards.
• Provide assistance to Executives and VIPs when required.
• Represent the Service Desk team at Meetings, e.g., CAB, Incident Wash up.
• Responsible for Producing Incident wash up reports where applicable and running the Incident timeline.
• Produce KPI on all New Starters and leavers in accordance with the Access Management policy.
• Assist the Head of IT Service Delivery with Audit, preparation of statistic packs for OPCO, Platform Management Meetings.
• Responsible for managing risks inherent to the role by diligently observing internal policies and procedures.
• Responding to telephone and email incidents, ensuring queries and service requests are logged and processed in a professional courteous manner based on an agreed SLA or OLA.
• Perform initial triage and attempt a first fix on incidents and requests, allocating calls to other members of the team and department as part of a structured escalation.
• Regularly update the Service Desk Managers on any high-level incidents/escalations in flight and support requirements as part of handover into the day.
• Provide proactive updates on the progress of request, including follow up with customers to ensure full resolution of requests.
• Create and maintain self-help documentation for customers.

Key Interfaces:

• Incident Management
• IT Management