Overview
Assistive Technology Specialist role at Direct Line Group. 12 Month Fixed Term Contract. Location: London.
DLG is evolving. Across every facet of our business, our teams are embracing new opportunities and putting customers at the heart of everything they do. By joining, you’ll have the opportunity to be recognised for your skills, build upon them, and be empowered to do your absolute best.
What You’ll Be Doing
We’re looking for an Assistive Technology Specialist to work as part of the Core Technology Platform Operations team. You will provide dedicated support for Assistive Technology users for day-to-day operational issues including project-induced change. You’ll deliver a consistent and positive end-user experience by proactively identifying changes that may impact ways of working and eradicating instability, while collaborating with the wider Support and Engineering teams to identify opportunities for improvement for assistive technology related products and services.
Key Accountabilities
* Provide day-to-day technical support for Assistive Technology users (1st and 2nd line).
* Act as technical support liaison for HR Services for Assistive Technology related queries.
* Collaborate with wider support teams where dependencies on products and services outside Assistive Technology could influence the service.
* Champion Assistive Technology within Technology Services, embedding it into core governance and process considerations.
* Coordinate all Assistive Technology requirements from induction to completion (e.g., packaging, licensing and deployment).
* Identify common themes and trends via incident management with root cause analysis, with a view to eradicate re-occurrence through re-engineering or knowledge creation.
* Contribute to a continuous improvement forum by identifying risks/issues, championing efficiency, automation, and software development best practices.
* Ensure incidents are resolved within service tolerance levels and collaborate with other Service Delivery teams to maintain knowledge articles.
* Manage and maintain Assistive Technology service requests as necessary.
* Conform to existing governance and standards.
* Maintain excellent customer-centric communication and strong interpersonal skills; be empathetic to the needs of assistive technology users.
* Demonstrate ownership and follow tasks through to completion; possess strong analytical skills.
* Ability to communicate technical information clearly to non-technical stakeholders.
What You’ll Need
* Excellent customer-centric communication and empathy for assistive technology users; strong interpersonal skills.
* Ability to convey technical information clearly to non-technical stakeholders.
* Sense of ownership to follow tasks through to completion.
* Desktop & EUC experience and working knowledge of Microsoft Stack (Office 365, Teams, etc.).
* Experience with MAC or Azure Virtual Desktop would be useful but not essential.
* Experience with Assistive Technology.
Be Yourself
Direct Line Group is an equal opportunity employer. We value diversity of background and thinking. If you need adjustments to our recruitment process, please speak to the recruitment team who will support you.
Benefits
* 9% employer contributed pension
* 50% off home, motor and pet insurance plus free travel insurance and Green Flag breakdown cover
* Additional optional Health and Dental insurance
* EV car scheme to lease a brand-new electric or plug-in hybrid car
* Generous holidays
* Buy as you earn share scheme
* Employee discounts and cashback
* Plus, many more
About the Role
We offer a hybrid model with a mix of in-office and remote work. Your exact in-office days depend on role and team requirements.
EEO statement: Direct Line Group is an equal opportunity employer and is committed to making our business an inclusive place to work where everyone can be themselves and succeed in their careers.
#J-18808-Ljbffr