Job Description

We are seeking a dedicated and dynamic Service Desk Technician to join our team. As a Service Desk Technician, you will play a crucial role in providing technical support and assistance to our clients, ensuring smooth operation and optimal utilization of our banking software solutions.

What will the role involve?

• Handle daily computer security, software releases, technology upgrades and help resolve system alerts, liaising with teams across our global organisation.
• Providing first-line technical support to clients via phone, email, or remote assistance tools.
• Troubleshooting and resolving software and hardware issues promptly and efficiently.
• Documenting and tracking support incidents, ensuring timely resolution and proper escalation when necessary.
• Collaborating with internal teams to escalate complex technical issues and follow up on resolutions.
• Assisting in software installations, configurations, and upgrades for clients.
• Proactively identifying opportunities to improve service delivery and client satisfaction.

The Service Desk Technician team operate a 24/7 shift pattern providing Global support for our clients.

Shift pattern: Mon – Sunday:

• 2 days: 7am-7pm working from Bristol Office
• 1 day off then 2 nights 7pm-7am then 3 days off

Qualifications

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

• Previous IT service desk experience is not essential, we are open to applications from those with a passion for IT and high-quality customer service
• You’ll also need to be a good team player and comfortable in taking ownership and making decisions of critical issues and escalating them correctly.
• Comfortable on working alone at times under pressure.
• If you have previous IT service desk experience, experience with Linux operating systems, AWS and / or Oracle database we would love to hear from you!

You may have experience of the following: Service Desk Technician, 1st Line Support, Helpdesk, Service Desk Technician, Helpdesk Technician, 2nd Line, IT Support Engineer, Systems Administrator, Network Engineer, etc.

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

Additional Information

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

Sopra Banking Software are proud to be an inclusive employer. This role is supported by flexible working, based from our Bristol office we offer up to 3 days per week flexible remote working, with 2 days per week office based or on customer sites as required. All employees are supported to work from home with DSE assessments and IT equipment where required to be fully productive when remote working.

At Sopra Banking Software, you can come as you are. We embrace diversity in all its forms. We’re committed to fostering a work environment that is inclusive and respectful of all differences, we value diversity at our company and do not discriminate on the basis of race, ethnicity, religion, gender, sexual orientation, age or disability status. All personal information will be treated as confidential according to the Employment Equality act.

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 CCJ’s, 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.

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.