Service Desk Support - Temp

from, and across often hard-to-reach markets.Job DescriptionThe purpose of the Help Desk support role is to create value for customers (colleagues and external parties) via effective communication to understand the problem and explain its solution, resolving issues personally where possible.Role Responsibilities:Serve as the first point of contact for customers seeking technical assistance over the phone or emailPerform remote troubleshooting through diagnostic techniques and pertinent questionsDetermine the best solution based on the issue and details provided by customersWalk the customer through the problem-solving processDirect unresolved issues to the next level of support personnelProvide accurate information on IT products or servicesRecord events and problems and their resolution in logsFollow-up and update customer status and informationPass on any feedback or suggestions by customers to the appropriate internal teamIdentify and suggest possible improvements on proceduresQualifications

• Proven experience as a help desk technician or other customer support role
Tech savvy with working knowledge of office automation products, databases and remote controlGood understanding of computer systems, mobile devices and other tech productsOffice 365- Must be a competent user to be able to provide end user supportAbility to:Diagnose and resolve basic technical issuesCustomer-oriented and patientAbility to communicate effectively, both orally and in writing, with people at all levels across the organisation and externally.Time management and organisation.Ability to analyse complex data, draw conclusions, produce reports and make recommendations to senior management.Ability to build effective working relationships, with people at all levels across the organisation and externally and to influence.Additional Information
• Hybrid working
• Contributory personal pension plan: - Minimum: Employee 2% and Employer 7%. Employer matches contributions in 1% increments to a maximum of: Employee 5% and Employer 10%
• Life Assurance - 4 times annual salary
• Group Income Protection
• Private Medical Insurance - this may include cover for partner and or children at company cost. Cover includes Optical, Dental and Audiology
• Discretionary Bonus
• Competitive Annual Leave
• 2 Volunteering Days
• Benefit Hub
  
  Company DescriptionCrown Agents Bank is a vastly growing and regulated UK bank that connects emerging and frontier markets to the rest of the world, using FX and payments technology. We are transforming the way payments and FX move through emerging markets, reducing friction so that more money gets to those who need it. Emerging markets payments are usually challenging, expensive, unreliable and opaque. Our solutions help fix these pain points. Ultimately, we connect traditionally hard-to-reach regions to global financial infrastructure, giving access to the best prices and the fastest, most reliable settlement.FX and cross-border payments are often complex and expensive, especially when operating in emerging markets. Crown Agents Bank (CAB) wraps its deep and trusted relationships and strength of network around innovative digital capabilities, and cross-border transaction banking solutions to enable fintech, corporates, governments, development organisations and banks to move money to