Warning
This job advert has expired and applications have closed.
Ask Archie Change Lead
| Posting date: | 01 May 2024 |
|---|---|
| Hours: | Full time |
| Closing date: | 31 May 2024 |
| Location: | Castle Donington, DE74 2HN |
| Company: | NatWest Group |
| Job type: | Permanent |
| Job reference: | R-00231242 |
Summary
Join us as an Ask Archie Change Lead
- As an Ask Archie Change Lead, you’ll be at the heart of helping to transform the bank, connecting with our customers, delivering continuously and learning and living our principles
- You’ll co-ordinate and prioritise the delivery of digital content into Ask Archie, managing the daily workstacks, allocations and tracking to key deadlines and supporting the management of project deliverables over the year
- You’ll help with the delivery of departmental demand reduction targets while also working with the Service Desk team leaders to grow future talent for the Ask Archie team
What you'll do
In this role, you’ll plan, develop and undertake technical support for relevant platforms, activities and processes, as well as supporting the central points of customer contact and first or second level support using the incident management, change management and request fulfilment processes.
Day-to-day, you’ll be:
- Providing efficient and effective support of IT systems
- Helping to take ownership for the service in the areas of specialist knowledge, keeping the customer at the forefront
- Acting with pace when recovering service, and with thoroughness when considering risk to service
- Building relationships with internal and external stakeholders involved in the delivery of service in the areas of technical knowledge
The skills you'll need
We're looking for someone with a strong customer focus in their work, as well as a background in technical support. You’ll need excellent interpersonal and communication skills, along with a keen eye for detail in your work.
On top of this, you’ll bring:
- Technical knowledge, including platform, technology, products and domains
- Knowledge of one or more service management disciplines
- Knowledge of relevant industry standard toolsets and processes to drive up customer service within an IT environment
- Knowledge and experience of operational principles