Desktop Support Engineer Location: London Life feels better when you love your job… Here at Vanquis we do, and it is what we believe has contributed most to our success. Our business has grown so much since we started in 2002 and we've achieved this growth by encouraging our employees to put ideas forward, make decisions and constantly improve the service we provide for our customers. This is a fantastic opportunity where you will be vital within service operations as well as other IT teams while working across all elements of the Bank. You will be responsible for delivering exceptional level of 1st and 2nd line support for all Vanquis colleagues while meeting SLA and Performance targets. This team is truly focused on embracing continuous learning while developing new skills and knowledge to lead to success within your career. Key Skills: Minimum of 3 years’ experience providing remote and on-site desktop / service and support including front line and second line level Proven experience of working within with ITIL aligned processes Sound technical knowledge and understanding of infrastructure and applications Experience working in an environment of strict compliance and regulation Previous experience of working within a customer centric business Previous experience of supporting a Windows and Citrix environment Experience supporting Office 365 front-end applications Experience supporting AV equipment and Printer authentication software Previous experience working with an environment of agility focus / product team construct Responsibilities include: Desktop Engineers will deliver an exceptional level of 1st and 2nd Line support & service for Vanquis colleagues. Provide On-Site service and support, including user hardware request fulfilment and incident resolution. Provide IT Facilities service and support including VC conferencing, AV solutions and printers. Provide remote service and support to colleagues (‘Service Desk’ service) via various channels (phone, email and tickets raised by Self Service Portal, as well as Chat support). Conduct Service responsibilities as per the Major Incident Process and Procedure and complete investigation and actions as relevant as part of Problem Management. Meet Service Level Targets and Performance Targets applicable (Ticket response, resolution targets, call answer speed etc) Provide front line service to colleagues for requests, queries and incidents on business services and applications, providing first line resolution where possible and triage of tickets according to run books/Standard Operating Procedures or ad-hoc investigating and collaborative working Maintain user and IT facilities hardware and software to agreed standards Contribute to the effective running of the Service function, playing a part in workload management Maintain Service processes and standard operating procedures Adhere to agreed documentation, processes and governance as per standard documentation, regulation, Service Management and company process and governance Please note: Once the closing date has been reached we will review all CVs. Should we wish to progress your application we will contact you within four weeks of the closing date. If you do not hear from us within four weeks of the closing date, unfortunately, your application has been unsuccessful. On occasion, we identify alternative roles that may be suitable for applicants and therefore we may retain your CV for up to 6 months for this purpose. If you do not wish us to contact, you or hold your CV on file for 6 months please contact us. We welcome applications from every area of the community, regardless of age, gender, race, nationality, colour, ethnic origin, disability, sexuality, religion or beliefs, and believe that everyone should be treated fairly and consistently. We are TCF (Treating Customers Fairly) ambassadors and believe that everything we do as a company should benefit our customers.