Service Desk Analyst

Sopra Banking Softwareworks with more than 1,500 banks, building societies and specialized finance providers across more than 80 countries worldwide. We help them to develop, deliver and operationalise their digital transformation strategies. Using our suite of digital banking products and services enables these organisations to deliver remarkable financial services to their clients.

Sopra Banking Software is recruiting for a Customer Support Analyst to join a professional and expanding team. This is a pivotal customer liaison role within our organisation; understanding customer requirements and delivering service excellence which exceeds expectations. The role involves receiving, recording and validating incidents, problems and changes for our internal and external customers. This is accompanied with the continuous incident monitoring and escalation of potential breaches to the Customer Service Managers and Operational Managers.

Main Accountabilities.

• Recording of customer incidents, problems and change requests within the appropriate helpdesk systems.
• Listening to the customer and understanding the impact and severity of the issues they face and acting professionally and appropriately to achieve resolution.
• Progressing incidents to a successful and timely resolution, via liaison with Sopra personnel and customers. Once were back in SLA
• Provide feedback to customers on progress of incidents, problems or changes requested on a committed basis. Monitoring incidents against service level and provide warning and escalation of any pending service level breaches to the appropriate internal personnel.
• Provide regular internal management information as requested.
• Provide regular customer reports as per agreement with the Customer Service Managers.
• Act as the conduit for general customer communication.
• Follow processes and procedures as per the standards deployed.

We are interested in hearing from you, if you have most of the following attributes:

• Excellent customer service skills with the ability to establish rapport with internal and external customers.
• A team player with a positive 'can-do' attitude, capable of delivering results, making decisions and communicating effectively at all levels.
• Ability to challenge process and suggest improvements.
• Willingness to develop skills within a team environment.
• Excellent Microsoft Office skills (Outlook, Word and Excel).
• Flexibility of approach to deal with changing priorities and deadlines.
• Self-motivated and able to be relied upon to get the job done.
• Must demonstrate a high level of accuracy, reliability and consistency.
• Experience of helpdesk systems
• Willing to travel to other Sopra and customer sites as required.
• Willing to work a flexible work pattern.

Desirable skills and experience we can produce training and development on are;

• Analytical / problem solving ability
• Ability to prioritise workload.
• Acting as designated co-ordinator for specific customers and attending regular service review meetings where required.
• Ability to communicate complex technical issues and solutions to an audience with a wide range of technical ability.
• Confident in communicating complex technical issues and solutions to senior stakeholders with varying degrees of technical understanding.
• Supportive approach to coaching and mentoring new starters of the team.
• Oracle of MS/SQL databases knowledge

If you do not have all of the above experience or skills we would still like to hear from you.

As part of our hiring process new employees will be required to pass a confidential consumer credit check and DBS check. This is a straight forward credit check for CCJs, bankruptcy and a criminal record check, however if you wish to know more about what is or is not acceptable please ask our recruitment team.

Sopra Banking Software are a certified Great Place to Work!

We offer a hybrid working model.

By joining the Sopra Banking Software team you will enjoy a market competitive salary and our excellent rewards and benefits schemes including 25 days holiday with an option to buy up to 5 more, a 6% employer pension contribution, a buy one get one free employee share scheme, private medical insurance, critical illness cover, a health cash plan, and we offer flexible working arrangements to all employees, plus many more excellent benefits.

We take pride in rewarding our colleagues through Summer parties, treat days in the offices, and a social budget for each department.

Salary range for this role is £24,000 - £26,000 per annum

At our organization, we are committed to fighting against all forms of discrimination. We foster a work environment that is inclusive and respectful of all differences.

All of our positions are open to people with disabilities.

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