IT Service Desk Analyst
Join our dynamic IT Service Desk team at Vitality, where you'll be the first point of contact for technical support across the business. This is a fast-paced, customer-focused role focusing on 1st line support for internal stakeholders, VIPs, and external partners.
Responsibilities
* Accurately record and manage incidents and requests reported to the Service Desk using the ITSM tools, in a timely manner and in accordance with SLA and KPI targets.
* Allocate incidents and requests to the appropriate resolver groups when they cannot be resolved at first line.
* Escalate issues as appropriate according to published procedures.
* Understand the needs of the business to provide exceptional customer service to users.
* Regularly update open tickets in the ITSM tools and customer base.
* Contribute to service improvements by recommending changes to systems and processes and owning some improvement opportunities.
* Provide technical and user support to meet Service Desk requirements.
* Participate in project-based work and other departmental activities including routine procedures and incident management.
Requirements
* Good standard of education including A levels or equivalent.
* Previous call centre or Service Desk/IT support experience.
* Excellent listening skills and the ability to communicate technical issues and resolutions to people with varying technical levels.
* Track record of delivering high levels of telephone-based service, preferably in a regulated environment.
* Positive attitude, customer-focused, and a strong team player who is punctual and reliable.
* Ability to work to deadlines and KPIs in a high-pressure environment.
* High degree of accuracy and attention to detail.
* Ability to work varying shifts, including weekends and on-call on a rota basis.
* Resilience.
Benefits
* Bonus schemes rewarding performance
* Pension contribution match up to 6% of salary (up to 12% total)
* Vitality health insurance with rewards and benefits
* Life assurance – four times annual salary
About the Company
Vitality is a multi-award-winning UK insurance brand. We are committed to diversity and inclusion and sustainability. If we receive a high volume of quality applications we may close the vacancy early.
#J-18808-Ljbffr