To handle escalations from the Service Desk Team, collaborate with third parties to resolve issues, standardise, and automate processes, and formalise procedures for efficient service delivery.
Duties and Responsibilities
Responsible for 2nd line support, both in person and remotely via MS Teams, telephone, and remote access tools.
Identify areas for improvement within Service Delivery via automation and standardisation.
Assist in planning, executing, and seeing Technology Service projects through to completion.
Produce clear and precise documentation, including training materials, for multiple systems.
Take ownership of technical problems and see through to resolution even when passed to third parties.
Liaise with other members of the team for support and escalation, providing adequate and accurate information to discuss and review escalated calls.
Competence, Knowledge, and Skills
Excellent customer service and communication skills, with the ability to explain technical issues to non-technical customers.
Extended administration and troubleshooting experience of the following systems: Azure/Active Directory, Group Policy, MS Exchange, Office 365, VMWare vSphere, and Horizon View Client.
Automation through use of PowerShell, including read, write, and debug skills.
Knowledge and interest in automation software i.e., Jenkins, AdTempus etc.
Excellent problem solving and analytical skills, evident via work experience or technical qualifications.
An active knowledge of information technology, and a passion for keeping up to date with the latest technologies.
Desire to learn new skills and progress professionally.
Ability to work under own initiative as well as part of a team.
Internal Relationships:
Service Delivery Team, Projects teams, Operational Managers. Liaison with technical and non-technical colleagues to resolve issues and deliver improvements. About us: AJ Bell is one of the fastest-growing investment platform businesses in the UK offering an award-winning range of solutions that caters for everyone, from professional financial advisers to DIY investors with little to no experience. We have over 503,000 customers using our award-winning platform propositions to manage assets totaling more than £85 billion. Our customers trust us with their investments, and by continuously striving to make investing easier, we aim to help even more people take control of their financial futures. Having listed on the Main Market of the London Stock Exchange in December 2018, AJ Bell is now a FTSE 250 company. Headquartered in Manchester with offices in central London and Bristol, we now have over 1300 employees and have been named one of the UK's 'Best 100 Companies to Work For’ for six consecutive years. What we offer: Generous holiday allowance increasing up to 31 days with service, plus bank holidays. Casual dress code. Discretionary bonus. Contributory pension scheme. Dedicated time for proof-of-concepts and assessing new tech. Support to attend conferences, events, and meet-ups. Buy as you earn share scheme. Free annual share scheme. Enhanced maternity/paternity scheme from day one. Bike loan. Season ticket loan portal. Discounted PMI and Dental. Free gym. Paid volunteering opportunities, free social events and more. AJ Bell is committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and all employees are empowered to bring their whole self to work. We do not discriminate on the basis of race, sex, gender identity, sexual orientation, age, pregnancy, religion, physical and mental disability, marital status and any other characteristics protected by the Equality Act 2010. All decisions to hire are based on qualifications, merit and business need.
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Service Delivery Team, Projects teams, Operational Managers. Liaison with technical and non-technical colleagues to resolve issues and deliver improvements. About us: AJ Bell is one of the fastest-growing investment platform businesses in the UK offering an award-winning range of solutions that caters for everyone, from professional financial advisers to DIY investors with little to no experience. We have over 503,000 customers using our award-winning platform propositions to manage assets totaling more than £85 billion. Our customers trust us with their investments, and by continuously striving to make investing easier, we aim to help even more people take control of their financial futures. Having listed on the Main Market of the London Stock Exchange in December 2018, AJ Bell is now a FTSE 250 company. Headquartered in Manchester with offices in central London and Bristol, we now have over 1300 employees and have been named one of the UK's 'Best 100 Companies to Work For’ for six consecutive years. What we offer: Generous holiday allowance increasing up to 31 days with service, plus bank holidays. Casual dress code. Discretionary bonus. Contributory pension scheme. Dedicated time for proof-of-concepts and assessing new tech. Support to attend conferences, events, and meet-ups. Buy as you earn share scheme. Free annual share scheme. Enhanced maternity/paternity scheme from day one. Bike loan. Season ticket loan portal. Discounted PMI and Dental. Free gym. Paid volunteering opportunities, free social events and more. AJ Bell is committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and all employees are empowered to bring their whole self to work. We do not discriminate on the basis of race, sex, gender identity, sexual orientation, age, pregnancy, religion, physical and mental disability, marital status and any other characteristics protected by the Equality Act 2010. All decisions to hire are based on qualifications, merit and business need.
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