Operational Support Analyst

Location Durham Hybrid
Contract Type Permanent
Hours Full time

We’re Atom…

The bank that’s leading the fintech charge.

Tech is at the heart of everything we do here at Atom. We’ve rebuilt the bank, from our app to our banking platform, to make sure it’s native and cloud based. Thanks to this approach, we can develop new products and ship updates to customers rapidly.

We have very little legacy, but that doesn’t stop us looking for ways to improve. For instance, we are already exploring ways to improve some services we transitioned to the cloud very recently. Quickness and efficiency are always a priority, but we never compromise on security, usability, or reliability getting there.

Want to join us?

The Service Desk team supports the core infrastructure of all areas of the bank, from desktop problems through to application issues, ordering items, setting up accounts and onboarding new joiners.

As an Operational Support Analyst you’ll provide support to the Atom Bank business including all elements of the hardware, software, application estate and incident management. Providing best in class technical and customer service to the Atom business. You’ll be responsible for both incidents and problems from occurance to resolution, you’ll also be technically capable of triaging any issue that may occur in the Atom estate.

What will your ‘typical’ day look like…. there’s no 2 days the same in Atom):

  • You’ll take ownership of incidents and problems across the Atom estate, exhibiting the appropriate level of prioritisation of both importance and urgency
  • Proactively Manage service requests, incidents, and problems through our ITSM Tool in adherence to ITIL processes
  • Act as an advocate for the Atom IT department the role holder will provide support and advice to all internal users for application, hardware, and software services so that all incidents and requests are triaged, fixed, and resolved in line with SLAs with a customer centric attitude
  • Maintain an inventory of all Atom assets and upgrading the Database with accuracy on a regular cadence
  • Carry out vulnerability management of all hardware and software assets making sure that all assets are up to date and no risk is introduced to the Atom environment due to a lack of governance or neglect
  • Understand the RBAP matrix and support the process by ensuring requests to provision and revoke access are complete within SLAs
  • Responsible for the monthly, quarterly, and annual audit tasks within the service team

What do we need from you?

  • Good communication and documentation skills
  • Be customer focused and thrive working in a team or on your own
  • Experience of dealing with the needs of a diverse workforce with a wide range of IT skills - Strong troubleshooting ability
  • Knowledge of some of the following; Active Directory, Office 365, Windows server, Windows 8.1 & 10, SCCM, RDS, Exchange, TCP / IP, WIFI, Google G-Suite, Google Drive & OneDrive, Microsoft Teams, Amazon Workspaces, MacOS, Zscaler and basic networking
  • Possess the ability to look for ways to improve and promote quality

What we’d ideally like you to have?

  • Good technical expertise in several disciplines
  • Knowledge and understanding of Cloud Platforms(GCP/Azure/AWS)
  • Knowledge of Service Desk operations and Service-Now
  • Certifications from ITIL, Microsoft, Citrix, Cisco, G Suite & GCP

What you’ll get from us:

  • 4 Day Week
  • Hybrid & flexible working
  • Annual Share Option – performance related
  • Incredibly generous company pension scheme (maximum of 13% of Atom input – candidate can put in more)
  • ‘All About Me’ fund: £200 per year to spend on personal development
  • 25 days holiday + 8 statutory days (rising by half a day with every year in the company)
  • Private Medical Insurance for you and full family
  • Health Cash Plan – expenses paid on Optical/Dental/other appointments/treatments
  • Life Insurance – 4 times annual salary
  • Critical illness cover – 1 x lump sum annual salary
  • Cycle to work Scheme
  • Continuous development – professional qualifications

PLEASE NOTE: You must have the legal right to work in the UK to apply for this role as Atom is unable to support Visa Applications/Sponsorship

Atom is an equal opportunities employer.We value you as an individual and therefore disregard race, religion/belief, gender, sexual orientation, maternity/pregnancy, age, gender reassignment, marriage/civil partnership and disability in any hiring decisions we make. Atom will always adhere to the Equality Act 2010.

All roles within Atom must adhere to the Conduct Rules as set out by the Prudential Regulation Authority (PRA) and Financial Conduct Authority (FCA)