What is the purpose of this Role? The nature of Banking is changing.
Delivery of our services to our customers via digital channels and enabling our own colleagues with effective technology solutions is a core focus of the Bank.
It is the responsibility of Group Technology to deliver on this mission.
Technical Services are on the front line, enabling our colleagues to work effectively with the technology provided and representing Group Technology across the business.
The successful candidate will join a skilled and professional team that actively supports colleagues in every function and department of the Bank.
The candidate will gain experience across a wide range of technologies as the needs of the organisation continue to grow and evolve through a period of significant and exciting change.
The purpose of this role is to establish and maintain best practise in provisioning devices for our colleagues, and ensure effective asset tracking and stock management.
Previous experience in a similar role is essential.
Which jobs(s) does this Role report to? Direct line reporting: Technical Services Lead 1.
Accountabilities for your role - what you are expected to do Support the Technical Services Team The Technical Services Team provide 1st and 2nd line technical support for Permanent TSB colleagues.
The build engineer role is integral to providing best in class service to all colleagues.
Accountabilities include: Provide 2nd line IT support in person and remotely to PTSB users and vendors Troubleshoot hardware, software and connectivity user issues Build and deploy corporate desktops and laptops using Microsoft SCCM Conduct handovers with users to ensure a positive experience Install software using SCCM Troubleshoot hardware issues Hardware break fix, arrange onsite support with suppliers Reimage pcs and laptops Identify areas for improvement Participate in internal projects Log all activities in Smax/Service Management Tool Escalate any issues in a timely fashion Ensure new desktop locations are updated in the Asset locator M365, Intune, defender,co-piliot and other Microsoft products to support.
2.
Competencies for your Role - how you are expected to behave Leadership & Change We inspire, authentically lead and develop others with a compelling and passionate vision of the future underpinned by PTSBs values.
High Performance Teams We work in a collaborative and united manner with our teams and across the business to achieve the best possible outcomes for shareholders, customers and colleagues.
Risk Management Within the boundaries of the Board-approved Risk Appetite, we are dedicated to following an integrated approach to Risk Management, to ensure that all risks faced by us are appropriately identified and managed.
Operational Excellence We continuously strive to reduce complexity, waste and cost by improving efficiencies and delivering quality results in a timely manner.
Accountability & Decision Making We weigh up facts, consider alternatives and make timely, courageous and principled decisions.
We take responsibility and hold ourselves and others accountable for decisions made.
3.
Competences for your Role - what you are expected to know Experience and Professional Attributes Required Skillsets Minimum 2 yrs experience in a desktop support role in an enterprise level environment Experience using MS SCCM Good hardware knowledge of desktops and laptops Excellent troubleshooting skills Experience with Windows 10, Citrix, MS Office, Networking, Printing Excellent communication skills, verbal and written Process Driven and methodical Excellent attention to detail Self-starter Flexibility Work well within a team Ability to prioritise workload and manage different priorities Thrive in a busy environment Complete tasks under tight deadlines Advantageous Experience of IT Service Management and / or ITIL 3rd level qualification in a related discipline (Business or IT) Applicants must have a minimum of 6 months in their current role prior to applying and have successfully passed probation.
We reserve the right to draw up a shortlist for interview.
Skills: It Support Team Lead IT Service Tickets IT Escalations M365