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This role is based in the United Kingdom and as such all normal working days must be carried out in the United Kingdom.

Join us as a Service Analyst - Tyl by Natwest

• As a Service Analyst, you’ll be at the heart of helping to deliver of excellent service to our customers and learning and living our principles
• You’ll provide excellent service to our customers through the delivery of one or more service management disciplines, such as incident, request, problem, change, configuration, capacity or availability management
• The pace of change and associated training and development opportunities will create an engaging and supportive environment for you and help develop a broad range of transferable skills

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
• Communicating to the business, the rest of your team and your manager on the latest status of issues and escalating them where required.

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 skills and a keen eye for detail, as well as an understanding of operational processes, services and systems in a banking context or something similar. Dynamic 365 CRM tool experience would also be an advantage, along with hands on experience of working with new relic and DevOps, although neither are essential.

On top of this, you’ll bring:

• Technical knowledge, including platform, technology, products and domains
• Communication skills, ability to relay issues to users in a non-technical way, ability to escalate issues quickly when needed
• Ability to prioritise your own work on an ongoing basis and ask for guidance when required to ensure focus remains on the most important items.
• An understanding of one or more service management disciplines
• Experience of working with technology suppliers and knowledge of cloud services such as Microsoft Azure

If you need any adjustments to support your application, such as information in alternative formats or special requirements to access our buildings, or if you’re eligible under the Disability Confident Scheme please contact us and we’ll do everything we can to help.