Job description
About Us:
PFG is a leading specialist bank for the millions of people in the UK who are not well served by mainstream lenders. As a business, our purpose is to help put people on a path to a better everyday life with our clear and responsible approach to lending; an approach built on over 141 years of experience.
PFG is a unified group made up of Two brands: Vanquis (cards and loans), Moneybarn (vehicle finance). While they all offer different products and services, they each share the common purpose and customer-centric values at the heart of our group. We understand our customers are real people with real and varied liafe experiences, so everything we do from our products to our customer experience is designed with this in mind.
Vanquis was established in 2003, offering a credit card designed to help customers improve their credit score. In 2016, Vanquis introduced personal loans to give customers additional opportunities on their credit-building journeys. Vanquis brings together PFG’s lengthy history in the financial sector with modern money management through its online and app-based accounts.
Moneybarn is the UK’s leading lender of specialist car, van and motorbike finance. They’re experts when it comes to working with customers who have otherwise struggled for credit approval. Moneybarn understands low credit scores don’t change the fact people need reliable vehicles for work, for their families and for better everyday lives. They believe customers should have access to responsibly-approved finance that suits their range of budgets and financial situations.
About The Role
The Service team are a part of the Technology and Change Department aligned to IT Operations and Infrastructure and reporting to the Principal Desktop Support Engineer
Key relationships for this role will be other teams in IT Operations, other IT teams (End User Productivity, Infrastructure, Engineering, Data & Integration, Change Planning & Management, Commercial Engineering, Operations, Product Centric teams, Business Departments, Third Party Suppliers, Senior Stakeholders within the Bank and HR
Main Responsibilities:
- Desktop Support Engineers will deliver an exceptional level of 1st and 2nd Line support & service for Vanquis colleagues.
- Primarily remote support role via telephone but will participate in on-site when required.
- Apply advanced troubleshooting skills to identify the root cause of incidents and resolve incidents
- Apply technical knowledge to identify and progress opportunities to address the underlying cause of recurring incidents as part of Problem Management
- Follow documentation and apply technical knowledge to identify and progress opportunities to address the underlying cause of recurring incidents as part of Problem Management working with the support of other team members where required
- Take end to end ownership of requests & incidents where appropriate
- Identify and take ownership / participate in opportunities to increase first time and first line fix rates working with the support of other team members where required
- Contribute to the Service Improvement Plan and take ownership of improvement initiatives.
- Participate in the definition and delivery of the Service roadmap designed to deliver service and technical excellence to provide good outcomes for our customers and colleagues
- Contribute to improvements to the Self-Service Portal and ITSM enhancements
- Contribute to the delivery of the Shift Left Strategy, identifying and progressing opportunities for automation, bringing capability into the Service team, initiatives to educate colleagues in the bank, to improve the use of IT services and Self Help articles, working with the appropriate teams/colleagues
- Identify opportunities for improvement & efficiency (including automation of manual processes) and participate in their progression
- Review/create/update documentation, with particular focus on quality and accuracy so that all key processes and guides for both the Service Team and end users are documented.
Essential Experience/Skills:
- Experience providing remote and on-site desktop / service and support including front line and second line level within a medium/large organisation
- On-Site service and support, includes end user hardware break fix, request fulfilment and incident resolution.
- Good understanding of an IT Service Desk & 2nd line support
- Previous experience working in a fast paced, customer focused, remote and reactive team
- Deputise and act as a delegate for the Principle Desktop Support Engineers where appropriate
- Proven experience of working within with ITIL aligned processes
- Good working knowledge supporting Azure, O365 services
- Experience in providing service / support, following documented processes and procedures
- Experience in using problem solving skills to improve the customer experience
- Provide an excellent level of customer service
- Advanced experience of supporting Windows 10. Foundational understanding of Citrix, SCCM & Azure Virtual Desktop.
- Demonstrable technical aptitude / 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
Desirable Experience/Skills:
- Working knowledge of SCCM application packaging
- Scripting / automation skills using PowerShell. (Potential Development focus)
- Experience of working within Financial Services industry, with banking compliance and regulation knowledge
- Experience supporting a Call Centre user-base
- Adopt and demonstrate the Provident Blueprint values and behaviours
Why choose a career with us?
We like to let our employees know that we appreciate their hard work by offering competitive salaries and a range of reward schemes as well as regular performance management reviews and appraisals so that you can monitor your career progress.
Benefits include:
- Competitive salary
- Flexible/hybrid working considered
- Discretionary annual bonus
- Up to 30 days holiday in additional to bank holidays
- Defined contribution pension scheme
- Life assurance of 4x salary
- Private Medical and Permanent Health Insurance (to be included for level 10+ roles only)
- Colleague ‘Perks at Work’ recognition schemes
- Opportunity to grow, develop and learn
- Enhanced maternity, paternity and adoption pay schemes
- 1 paid day to ‘give back’ to local communities or chosen charity
Inclusion & Diversity Statement
We know that by having a better, more inclusive culture and a diverse group of colleagues, we can support our customers and each other in the best way possible. We also believe this goes a long way to helping us live our purpose and defines why we are here in the first place: to help put people on a path to a better everyday life.
We are an equal opportunities employer, and we want people to join us no matter how they identify, their sexual orientation, marital or civil partner status, race, colour, nationality, ethnic or national origin, religion or belief, disability or age.
We want to attract and retain the best people. So, we make sure that, if people need it, they are given all the extra support and reasonable adjustments to take part in any part of our application or interview process. We have also got lots of colleagues who choose to work flexibly, so please feel free to talk to us about how you prefer to work at any time.
We think that if you can Be Yourself in the workplace, you will do your best work and enjoy being part of the team and as a business we get to benefit from that and to celebrate all the wonderful things that diversity brings.
Important Notes
We will keep your CV on our records for 12 months after your application. For more information about how we collect, use, and share your personal data when you apply for a role with us, please see our Applicant Privacy Notice available on our website.
We will carry out full financial checks and Criminal Record Bureau checks as part of the recruitment process for all roles.
Know someone who’s perfect for this role?
If you know someone who’s a good fit for this role, please share the external job vacancy via https://www.vanquiscareers.co.uk/current-vacancies
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