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Service Desk Technician

Location:
Rudheath
Company:
Close Brothers Group

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Role Overview

The main purpose of the role, based in Nelson House, Northwich is to apply acquired technical skills and knowledge related to specific areas of the business in order to enhance services.

Key Responsibilities

General

Reporting to the IT Service Desk Manager, you will:

Log service requests both incoming and outgoing onto bespoke application for monitoring and auditing of workload

Point of contact for end-users in respect of service requests or issues with the IT services

Provide first and second line technical support to users adhering to company Service Level Agreements (SLA’s)

Diagnose, troubleshoot and resolve issues submitted to the IT Service Desk

Coordinate efforts with local CBAM IT Desktop Support and Infrastructure (Northwich, London, Glasgow) in raising/handling service requests and change requests ensuring efficient and timely resolution and delivery

Coordinate efforts with Business Support and IT App Support in raising/handling service requests and change requests ensuring efficient and timely resolution and delivery.

Raise/Escalate tickets with third party providers on issues related to data, voice and data network, packaged applications and bespoke IT applications and services

Support users in their understanding on all systems

Assist with IT and business management in facilitating routine Disaster Recovery / Business Continuity tests

Requirement and willingness to perform ad-hoc duties dependant on change in business requirements

Answer incoming calls to the IT Service Desk and maintaining the friendly face of IT

Respond to emails received in IT Service Desk mailbox.

Resolve as many service requests as possible whilst maintaining quality of service to end users

Keep reporting line aware of any service requests that will not meet currently set deadlines

Run and complete daily procedures against checklist

Within the IT Services team, each technician may be required to provide cover for other sections and to this end adequate training will be provided to each individual accordingly

General Accountabilities

In this role, you will be assigned responsibilities and provide services to Close Asset Management Limited.

Following successful completion of probation, you will be included in a shift-based support rota, covering the following shifts: 07:30 – 15:30; 08:00 – 16:00; 08:30:00 – 16:30 and 10:00 – 18:00

Compliance

Understand, follow and demonstrate compliance with all relevant internal and external rules, regulations and procedures that apply to the conduct of the business in which you are involved. Specifically this includes following principles and rules of the Financial Conduct Authority (FCA) and the internal requirements set out in the Compliance Manual, local and Group Compliance and Risk policies.

Respond to requests to implement on a timely basis all internal and external audit points together with any issues raised by external regulators, local Compliance/Risk or Group Compliance/Risk.

Be aware of the Operational Risks associated with your role and act in a manner that takes account of these risks and the relevant controls.

Follow the FCA’s Treating Customers Fairly (TCF) principle by adhering to all relevant internal TCF policies, considering how TCF affects your role and act in a manner which helps to ensure fair outcomes for clients.

Regulatory Responsibilities (Compliance/T&C)

Ability to demonstrate an understanding of the regulatory framework relevant to the role, whilst practising effective risk management taking account of outcomes for clients.

To fully comply with the Financial Services and Markets Act 2000 (as amended from time to time) and the rules of The Financial Services Authority and any other applicable laws and regulations.

To communicate and escalate potential issues in a prompt and effective manner.

To participate in relevant training courses when requested to do so, in particular anti-money laundering and market abuse training.

To adhere to the relevant Asset Management division policies, including those on conflicts of interest, gifts and entertainment at all times.

To follow the Group and local rules on personal account dealing as set out in the Group Personal Dealing Rules and supplemented by specific additional local requirements set out in the relevant Compliance Manual.

To fully comply with the relevant Anti-Money Laundering regulations, specifically relating to the verification of clients and report promptly any knowledge or suspicion of money laundering activities to the relevant MLRO.

To fully comply with the FCA’s statement of Principle and Code of Practice for Approved Persons, as set out in the FCA’s rules.

To fully comply with the FCA’s statement of Principle and Code of Practice for Approved Persons, as set out in the FCA’s rules and to undertake and record sufficient appropriate CPD to evidence that you have adequately maintained your competence.

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