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IT Care Support Technician

Premium Job From Quilter
Recruiter: Quilter
Listed on: 9th January
Location: Newcastle
Salary Notes: Competitive + Benefits
Type: Permanent
Start Date: ASAP

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IT Care Support Technician

Location: Newcastle
Company: Quilter Plc
Department: Group Technology Solutions
Type of Contract: Fixed Term Contract
Closing Date: 18th January 2020

Our new, modern, and forward thinking IT End User Support function ‘IT Care' is being established with a clear purpose to ‘provide the support people need, when they need it, to help them do their jobs'.
We are moving away from a traditional IT Service Desk and Deskside support model to a proactive and responsive Quilter IT Care support approach. This will involve providing the relevant and appropriate support that our internal colleagues need via face to face walk up IT Service Bars, in addition to telephony, chat and on floor support.

About us

Old Mutual Wealth is proud to be part of Quilter, a leading provider of advice, investments and wealth management around the world. We manage over £114.9 billion of investments on behalf of over 900,000 customers. We're here to create prosperity for the generations of today and tomorrow. We measure this not only by our ability to create wealth for clients, but also the positive impact we make on their lives and our broader contribution to the industry and society.

About the role

This role will form a key part of our new IT End user Support Team, providing the single point of accountability for supporting our business colleagues to allow them to help our external customers and advisors. Our Quilter IT Care service in the future will operate Monday - Friday core hours between 07:30 - 18:30 and will also provide additional support for some business units outside of these times and days as required; therefore rotas and flexibility will be required.

The Quilter IT Care Support technician role will have varied IT technical support aspects but with also world Class customer service and service excellence at the heart of what we do. Through providing IT technical and customer service this role will help us achieve our key outcomes to reduce IT support demand, reduce cost, increase customer satisfaction, reduce business downtown and improve employee engagement.

The varied role responsibilities will cover all aspects of IT End User Support that are required by our internal colleagues in each of the Quilter locations. This includes working desk based in each of our office locations as required, visiting our colleagues locations and even occasionally working at home in a modern way providing remote support as required.

About you

For this role you will need to have demonstrable experience providing both face to face and remote telephony based customer service and IT technical support with experience working in a busy environment under pressure dealing with colleagues or customers that require help, advice and IT technical support. You will need to also have experience of communicating, managing and influencing business colleagues and stakeholders at all levels including VIP customers.

We are looking for an individual with a demonstrable understanding and familiarity with concepts surrounding quality of service, service level management and service delivery and experience of working with 3rd party suppliers in order to fulfill customer needs and have knowledge of the ITIL framework (or equivalent), the IT support lifecycle, associated methodologies and their practical application.

Benefits

No matter what job you do you should feel valued and appreciated.  That's why we offer a competitive total reward package, which enables our employees to share in the success they help to create.

Core Benefits

  • Holiday:  24-26 days (depending on your grade)
  • Quilter Incentive Scheme:  All employees are eligible to participate in our incentive scheme, based on the company's performance and their contribution to it
  • Pension Scheme:  10% non-contributory company pension scheme that can be boosted through personal contributions

In addition to our core benefits we offer a range of flexible benefits that you can choose from and pay for conveniently via a salary deduction.

Our promise

At Quilter, we're committed to creating an inclusive culture that embraces diversity. We promote equal opportunities and make sure no applicant receives less favourable treatment on the grounds of gender, marital status, nationality, ethnicity, age, sexual orientation, responsibilities for dependants, physical or mental disability. We select candidates for interview based purely on their skills, qualifications, experience and potential.