Service Desk Analyst

Location Skelmersdale
Discipline: Internal
Job type: Permanent
Contact name: Gill Jones

Contact email:
Job ref: 011503
Published: 12 days ago

Service Desk Analyst

Location: Skelmersdale

Contract: Permanent

Grade: DR3


Formed in 1872 in Victorian Rochdale, our bank was built on co-operative values that still stand today. A lot has happened in 150 years, and we’ve been there through it all. Not just helping people with their money, but helping people fight for justice and the causes they care about. We are the only UK high street bank with a customer-led Ethical Policy; one of the main reasons our customers choose to bank with us.


Role purpose:


To manage incidents and requests to resolution by either resolving the request directly or by managing internal IT teams or third party resolver groups working within the scope of the customers service level agreement


Key accountabilities:


  • To provide first line support services to the Cooperative Bank

  • Prioritise activity in line with pre-defined targets to ensure that targets are achieved  

  • Perform technical fixes as required and in line with documented working procedures

  • Ensure concise exchange of information and definition of clear actions in dealings with colleagues and suppliers  

  • Identify and escalate incidents and requests  promptly to the appropriate source without causing delays to priority work

  • Provide an effective interface to all other areas of IT

  • Provide an interface to suppliers and external technical resources as required

  • Manage third party incidents

  • To participate as an active member of the team in order to improve overall function by putting forward ideas and raising issues.

  • Offer best practice, coaching and advice to other members in the team in order to strengthen the overall knowledge  

  • To achieve all key performance targets  

  • Adhere to defined processes and working procedures  

  • Ensure the production and analysis of reports as required 

  • Identify and highlight trends to enable resolution 

  • Engage with Service Transition as required to enable the successful transition of project work into BAU  

  • Maintain knowledge of regulatory and legal requirements relevant to the role


Knowledge, skills and experience required:


  • Working knowledge of customer support environment
  • Good working knowledge of networking technologies, Servers and IT applications
  • Analytical approach to resolving  issues
  • PC Support systems experience
  • High level of customer service skills
  • Good communication skills and a strong team player
  • Ability to adapt to changing environment
  • Pro-active thinking

We look to recruit individuals from all different backgrounds and encourage you to apply even if you don’t tick every box. We celebrate diversity, promote inclusivity and are open to discuss flexible work options to help you balance your work and home life. If you have a disability as defined by the 2010 equality act please let us know on your application.


Please note we may withdraw this vacancy once sufficient applications have been reached.