Service Desk Analyst Chester, United Kingdom **To proceed with your application, you must be at least 18 years of age.** Acknowledge Refer a friend **To proceed with your application, you must be at least 18 years of age.** Acknowledge (https://ghr.wd1.myworkdayjobs.com/lateral-emea/job/Chester/Service-Desk-Analyst\_25028252-2) **Job Description:** At Bank of America, we are guided by a common purpose to help make financial lives better through the power of every connection. We do this by driving Responsible Growth and delivering for our clients, teammates, communities and shareholders every day. Being a Great Place to Work is core to how we drive Responsible Growth. This includes our commitment to being an inclusive workplace, attracting and developing exceptional talent, supporting our teammates’ physical, emotional, and financial wellness, recognizing and rewarding performance, and how we make an impact in the communities we serve. Bank of America is committed to an in-office culture with specific requirements for office-based attendance and which allows for an appropriate level of flexibility for our teammates and businesses based on role-specific considerations. At Bank of America, you can build a successful career with opportunities to learn, grow, and make an impact. Join us! **Job Description:** Location Overview: Find us in the city of Chester, a destination renowned for its culture, history, and beauty. Working at Bank of America Chester offers a far-reaching global career for a world-renowned organisation, whilst being ideally situated against the backdrop of the rolling North Wales hills and the banks of the serene River Dee. Role Description: Providing first line support for the internal employees’ resources via voice and chat channels as part of the 24*7 Global Service Desk. Partnering with our regional and international partners to deliver best in class client care. The successful candidate should have excellent customer care skills with a desire to expand their skills and knowledge within IT. Working in a fast-paced environment you will be required to effectively manages multiple live chats simultaneously with our internal customers whilst achieving our core metrics for operations and quality. Responsibilities: This role will involve basic troubleshooting of Microsoft applications and proprietary systems via phone/chat. Client Care is our top priority, you will have attention to detail and be able to document tickets clearly for the 2nd line teams to fix – for when First Line resolution cannot be attained. Excellent communications and written skills are a necessity. In-house technical training will be provided backed up with real time support form peers and subject matter experts. What we are looking for: + Excellent Client Care / Customer Service skills. + Work well as a team and build relationships to the global partners. + Excellent organizational skills, with the ability to prioritize workload. + Ability to multitask and maintain focus on all areas of responsibility concurrently. + Ability to consistently meet or exceed performance targets and goals correlated with customer service and call/chat handling. + Able to work in a fast-paced environment. Skills that will help: + Technology Call Center and or Customer Service experience. + Ability to utilize multiple resources to determine causes and resolutions of problems and incidents. + Hardware Support – Windows 10/11, + Software - MS Office suite, Office 365, SharePoint, Skype + Network – Citrix, VPN, Cisco AnyConnect + ITSM Remedy / Service Now (not essential) Benefits of working at Bank of America: UK + Private healthcare for you and your family plus an annual health screen to help you manage your physical wellness with the option to purchase a screen for your partner + Competitive pension plan, life assurance and group income protection cover if you become unable to work as a result of a disability or health reasons + 20 days of back-up childcare including access to school holiday clubs and 20 days of back-up adult care per annum + The ability to change your core benefits as well as the option of selecting a variety of flexible benefits to suit your personal circumstances including access to a wellbeing account, travel insurance, critical illness etc. + Access to an emotional wellbeing helpline, mental health first aiders and virtual GP services. + Access to an Employee Assistance Program for confidential support and help for everyday matters + Ability to donate to charities of your choice directly through payroll and the bank will match your contribution + Opportunity to access our Arts & Culture corporate membership program and receive discounted entry to some of the UK’s most iconic cultural institutions and exhibitions. + Opportunity to give back to your community, develop new skills and work with new groups of people by volunteering in your local community. Bank of America: Good conduct and sound judgment is crucial to our long term success. It’s important that all employees in the organisation understand the expected standards of conduct and how we manage conduct risk. Individual accountability and an ownership mind-set are the cornerstones of our Code of Conduct and are at the heart of managing risk well. We are an equal opportunities employer and ensure that no applicant is subject to less favourable treatment on the grounds of sex, gender identity or gender reassignment, marital or civil partner status, race, religion or belief, colour, nationality, ethnic or national origins, age, sexual orientation, pregnancy or maternity, socio-economic background, responsibility for dependants or physical or mental disability. The Bank selects candidates for interview based on their skills, qualifications and experience. We strive to ensure that our recruitment processes are accessible for all candidates and encourage any candidates to tell us about any adjustment requirements. Bank of America and its affiliates consider for employment and hire qualified candidates without regard to race, religious creed, religion, color, sex, sexual orientation, genetic information, gender, gender identity, gender expression, age, national origin, ancestry, citizenship, protected veteran or disability status or any factor prohibited by law, and as such affirms in policy and practice to support and promote the concept of equal employment opportunity, in accordance with all applicable federal, state, provincial and municipal laws. The company also prohibits discrimination on other bases such as medical condition, marital status or any other factor that is irrelevant to the performance of our teammates. To view the "Know your Rights" poster, CLICK HERE (https://www.eeoc.gov/sites/default/files/2023-06/22-088\_EEOC\_KnowYourRights6.12.pdf) . View the LA County Fair Chance Ordinance (https://dcba.lacounty.gov/wp-content/uploads/2024/08/FCOE-Official-Notice-Eng-Final-8.30.2024.pdf) . Bank of America aims to create a workplace free from the dangers and resulting consequences of illegal and illicit drug use and alcohol abuse. Our Drug-Free Workplace and Alcohol Policy (“Policy”) establishes requirements to prevent the presence or use of illegal or illicit drugs or unauthorized alcohol on Bank of America premises and to provide a safe work environment. To view Bank of America’s Drug-free Workplace and Alcohol Policy, CLICK HERE . Bank of America is committed to an in-office culture with specific requirements for office-based attendance and which allows for an appropriate level of flexibility for our teammates and businesses based on role-specific considerations. Should you be offered a role with Bank of America, your hiring manager will provide you with information on the in-office expectations associated with your role. These expectations are subject to change at any time and at the sole discretion of the Company. To the extent you have a disability or sincerely held religious belief for which you believe you need a reasonable accommodation from this requirement, you must seek an accommodation through the Bank’s required accommodation request process before your first day of work. This communication provides information about certain Bank of America benefits. Receipt of this document does not automatically entitle you to benefits offered by Bank of America. Every effort has been made to ensure the accuracy of this communication. However, if there are discrepancies between this communication and the official plan documents, the plan documents will always govern. Bank of America retains the discretion to interpret the terms or language used in any of its communications according to the provisions contained in the plan documents. Bank of America also reserves the right to amend or terminate any benefit plan in its sole discretion at any time for any reason.