Service Desk Technician

Vaultex UK Ltd
Warrington, UK
15 Sep 2019
25 Sep 2019
Contract Type
Full Time
Birchwood, Warrington

Day shift

07:30 - 15:30 Mon, Thurs, Fri, Sat, Sun

The Company

The UK's leading cash processing company - Vaultex UK LTD are a joint venture between Barclays Bank and HSBC. When it comes to cash processing we are thought-leaders; developing ideas that the rest of the industry follows and adapting our service to meet the needs of our customers. Simply put, our role is to ensure that cash is widely available for use and that people continue to have confidence in cash as a payment method.

Typically, Vaultex handle around £160 billion worth of bank notes and coins a year - which, if laid end-to-end, would stretch to the moon and back. An accredited Living Wage Foundation employer with IIP (Investors in People) Champion Status, our external recognition as leaders in people management ensures successful applicants will enjoy career development opportunities, structured training and an excellent benefits package and a generous company pension.

The Role

The Service Desk Technician is the first point of contact for our customers, and should therefore have a friendly presence and helpful attitude.

Technicians are expected to restore normal IT Service operations within agreed service levels and business priorities, whilst minimising any adverse impact on business operations for both Vaultex UK and its stakeholders.

Management of contacts to the service desk should be done to ensure that all pertinent information is captured, while at the same time ensuring that resolutions or escalations of both incidents and requests are done in a timely fashion.
  • Provide effective technical support to provide a seamless experience and rapid and effective first time resolution for the customer.
  • Accept all incidents reported by the business and provide technical resolutions for network, email infrastructure, desktop, Intranet, Internet, server, and a variety of internal bespoke applications.
  • Record all calls on the IT Service Management application and respond professionally and efficiently to all incoming calls to the IT Service Desk, ensuring that Call-Handling targets are met, following established support processes at all times.
  • Timely response to monitoring alerts ensuring the relevant remedial action is followed as required.
  • Identification and capture of knowledge that can then be shared with the relevant audiences to assist prevention of recurring service outages, with continued management of knowledge articles.
  • To route cases to other support teams where necessary. To update the ITSM toolset, and to pro-actively communicate with the relevant stakeholders the status of resolution.


Extensive of experience within a Service Desk role and being able to react quickly, logically, effectively under pressure.
  • Certified ITIL v3 Foundation.
  • Preferably MCP and CCNA certified
  • Strong Interpersonal ability
  • Problem Solving & Analytical ability

Vaultex UK Ltd is an equal opportunities employer and welcomes applications from the community. Please note that due to the secure nature of our business all successful candidates will need to provide a five year traceable work history (satisfactory employment references or evidence to explain employment gaps), and complete a criminal record and credit background check.

Similar jobs

Similar jobs