Colleague Engagement Infrastructure Analyst

• This is an opportunity to make a positive impact on our colleagues, delivering successful business outcomes through exceptional customer service
• You’ll be actively participating in initiatives to deliver and improve customer service, processes, and procedures as well as shape and improve colleague journeys
• You’ll work amongst the product and tool sets that we deliver from Colleague Platforms and Network Services, helping colleagues and enhancing their experience when using our products
• This role is based in Gogarburn and our CX Hub office location in Edinburgh

What you'll do

This will involve investigating and resolving any technical queries, working with our product teams to escalate when necessary.

You’ll be responsible for coaching colleagues through their journey while navigating our product processes and procedures. As such, you’ll develop an understanding of our colleagues’ business needs and, in turn, suggest features of our tools and products that will improve the way they work.

Your role will also involve:

• Identifying improvements to enhance the colleague journey and contribute to new technology pilots, innovation, and early learning
• Supporting a robust service, managed security, and risk culture
• Working closely with our platform teams to build relationships and support practice
• Managing escalation to responsible teams to coordinate support actions and reduce the impact of incidents
• Taking ownership of operational incident and engagement records
• Supporting engagement and incident trend analysis, data analysis, and our demand reduction activity

The skills you'll need

You’ll need to enjoy and perform well in a busy environment and have the ability to prioritise tasks while maintaining a high level of accuracy, ownership, and customer service. We’ll also look to you to demonstrate an interest and enthusiasm with new technology.

In addition to this, you’ll demonstrate:

• Experience and understanding of Zoom, mobile devices, Windows desktop, and virtual desktop computing
• The ability to convey technical information back to your customers effectively
• Data analysis and Microsoft Office skills, ideally including Excel and Power Bi
• Knowledge of relevant industry standard toolsets and processes to drive up customer service within an IT environment
• An understanding of operational principles
• Good collaboration and stakeholder management skills