Job Description
WHO WE ARE
We are DF Capital, a specialist savings and commercial lending bank built to serve the needs of individuals and businesses in the UK. From straightforward savings to practical commercial finance solutions, our aim is to provide first-class customer service to help manage and grow businesses or consumer savings.
WHAT WE’RE LOOKING FOR
We are entering another exciting chapter of the DF Capital story, as we look to turbo-charge our ambitions and significantly scale the business. If you're passionate about providing great customer experiences and want to be part of building a winning and positive culture, then we want to hear from you.
OUR CULTURE
At DF Capital we aim to provide an inclusive, progressive, and sustainable environment where our employees thrive. Having engaged employees who enjoy what they do is the key ingredient for us to deliver on our strategic ambitions. We believe having great people in our team, who work hard and put our customers’ needs first, is a differentiator and builds depth of relationship, repeat business, and customer loyalty.
Fostering a positive culture across the firm, making sure our employees feel valued for their contribution, and keeping them safe and well are critical to us. We see ourselves as a progressive employer who has clear structures and many opportunities for our employees to build their own careers.
THE ROLE, RESPONSIBILITIES AND DUTIES:
- Support and resolve IT application-related incidents, service requests and problems in a timely and efficient manner in line with Business requirements.
- Keep incident management (ticket) systems up to date.
- Employ appropriate application maintenance, support and incident management processes and procedures to support and maintain IT applications, and to investigate and resolve IT application-related incidents.
- As required, provide timely communication to users on the status of their service requests and incidents.
- As necessary, liaise with IT suppliers to ensure IT application-related incidents and problems are resolved in a timely and professional manner.
- Ensure problem prevention methods are continually applied to improve service levels and reduce costs.
- Undertake IT application-related problem diagnosis, implementing problem resolution or prevention measures as appropriate.
- Monitor the availability, performance and throughput of supported IT applications.
- Prioritise and schedule assigned support activities and tasks.
- Maintain IT application support technical documentation.
- Participate in disaster recovery activities as required.
- Manage outside support suppliers and other third-party assistants as required.
- Create and update documentation.
JOB REQUIREMENTS
Must possess the required proficiency to perform essential tasks.
At the very heart of every DF Capital employee is a shared identity and belief in what we are and what we do. It’s about how we see ourselves and what is important to us. You will live our brand values. As such you will be an approachable, empathetic problem solver, with exemplary communications skills. You will avoid the use of unnecessary jargon and display an adaptable, “can-do” attitude. The following skills and experience are required for this role:
- Basic Understanding of operating systems (Windows, Linux)
- Knowledge of network services and protocols
- Familiarity with server infrastructure and virtualization technologies
- Knowledge of Cloud Based Service Providers (AWS, Azure)
- Helpdesk management skills.
- Experience with and understanding of Powershell and VB scripting.
- Problem diagnosis and resolution.
- Ability to produce clear written material.
- Ability to communicate technical information in a clear and understandable manner to non-technical stakeholders.
- Technical requirements definition skills.
- Ability to engage with and seek input from others to ensure delivery to agreed timescales.
- Strong sense of ownership and ability to follow tasks through to completion.
- Ability to effectively engage with third party suppliers, with experience of allocating work to suppliers and working with suppliers to resolve issues.
- Willingness to learn new technologies and maintain industry knowledge.
- Ability to understand and determine when issues should be escalated to a higher level.
- Open to new ideas and change initiatives, with an ability to modify the current approach in the face of new demands.
BENEFITS:
- Private medical insurance for you and your partner/spouse
- 10% Employer pension contribution
- 30-day annual leave entitlement plus Bank/Public Holidays
- Gym Membership
- Discretionary annual bonus
- Discretionary share awards
- Life Assurance
- Income Protection
- Save As You Earn company share acquisition scheme
- Tax efficient salary sacrifice scheme to obtain bicycles and electric vehicles
- 4 days of paid Volunteering leave to support our local communities
- Vibrant office location in the lively city centre of Manchester.