About The Role
Team - IT Operations
Working Pattern - Office based, 4-5 days per week in the Bournemouth or Stockport Vitality Offices. Full time, 35 hours per week.
Top 3 skills needed for this role: Experience with an ITSM tool; very strong verbal communication skills; ability to handle multiple tasks to meet deadlines and solve problems.
What this role is all about
Join our dynamic IT Service Desk team at Vitality, where you'll be the first point of contact for technical support across the business. As an IT Service Desk Analyst, you'll deliver exceptional 1st line support to internal stakeholders, VIPs, and external partners. You’ll help resolve technical issues and manage service requests to keep systems running smoothly and users supported. This is a fast-paced, customer-focused role where troubleshooting, clear communication, and prioritisation will make a real impact. You’ll contribute to continuous service improvement and help shape the future of our IT support function.
Key Actions
* Accurately record and manage incidents and requests reported to the Service Desk, using relevant ITSM tools in a timely manner in accordance with agreed SLAs and KPIs
* Ensure incidents and requests are allocated to the correct resolver groups when not resolved at first line
* Escalate issues as appropriate in accordance with published and unpublished procedures
* Understand the needs and requirements of the business to provide exceptional customer service
* Regularly update open tickets in the ITSM tools and customer base
* Contribute to service improvements by recommending changes to systems and processes
* 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
What do you need to thrive?
* Good standard of education including A levels or equivalent
* Previous call centre or Service Desk/IT support experience
* 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
* Strong team player, punctual and reliable
* Experience working within deadlines and KPIs in a high-pressure environment
* High accuracy and attention to detail
* Ability to work varying shifts, sometimes including weekends and on-call on a rota basis
* Resilience
So, what's in it for you?
* Bonus schemes – a bonus that rewards performance
* Pension of up to 12% (contributions matched up to 6%)
* Award-winning Vitality health insurance with rewards and benefits
* Life Assurance – Four times annual salary
These are just some of the many perks we offer. To view the extensive range of benefits, please visit our careers page. Fantastic Benefits. Exciting rewards. Great career opportunities!
About The Company
We were recently awarded “Top 10 Best Places To Work” in The Sunday Times Awards 2024. Vitality is a multi-award-winning UK insurance brand focused on making the world healthier and happier. We are a purpose and values-driven business with a core aim to help people live healthier lives. We offer a health insurance and healthy living programme to our 1.7+ million members and beyond.
Diversity & Inclusion
Vitality is committed to diversity and inclusion. We welcome applications from individuals of all backgrounds, experiences, and perspectives.
Vitality's approach to sustainability
Vitality drives positive change by rewarding healthier choices and supporting a healthy environment. To learn more, visit our Careers page.
If we receive a high volume of quality applications we may close this vacancy early.
Seniority level
* Entry level
Employment type
* Full-time
Job function
* Information Technology
Industries
* Technology, Information and Internet
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