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1st Line Service Desk Analyst

3 months ago

Bournemouth, United Kingdom Vitality Full time
About The RoleTeam – IT OperationsWorking Pattern - Hybrid – 2 days per week in the Vitality Bournemouth Office. Full time, 35 hours per week. We are happy to discuss flexible working Top 3 skills needed for this role:
  • A passion for customer service
  • To be able to deal with Vitality staff user queries within certain timelines and SLAs
  • To be an open and honest communicator
What this role is all about:Act as part of the Service desk team that provides IT 1st line service desk support for Vitality. Core responsibilities will include communicating with internal stakeholders, VIP’s and external 3rd parties about a wide variety of IT incidents and requests . You will be expected to complete user access to applications and other service requests, attempt to troubleshoot incidents/rectify issues independently (1st line fix), whilst escalating more complex issues to the appropriate resolver groups where required. Engagement in individual and team KPI’s will form an important part of this role.Key Actions
  • To accurately record and manage incident and requests reported to the Service Desk, using the relevant ITSM tools in a timely manner in accordance with agreed SLA’s and performance KPI’s
  • To ensure incidents and requests are allocated to the correct resolver groups where you are unable to resolve at first line
  • Escalate issues as appropriate in accordance with published and unpublished procedures
  • To understand the needs and requirements of the business in order to provide exceptional levels of customer service to users
  • Regularly update open tickets in the ITSM tools as well as customer base
  • Actively contribute to service improvements through recommending changes to systems and processes as well as owning some of these improvement opportunities
  • To provide technical and user support to meet the requirements of the Service Desk
  • To participate in project based work and other departmental activities including the performance of routine procedures and incident management
Essential Skills needed to fulfil this role:
  • Previous call centre or Service desk/IT support experience
  • Experience of using enterprise level ITSM tools
  • Strong communicator – Written and oral
  • A good listener, with the ability to communicate technical issues and resolutions to people of varying technical levels
  • Demonstrable track record of delivering a consistently high level of telephone-based service, preferably in a regulated environment
  • Must display a positive attitude at all times and be customer focused
  • Strong team player as well as punctual and reliable
  • Experience of working within deadlines and KPI’s, operating in a high pressure environment
  • Able to show a high degree of accuracy and attention to detail in all tasks
  • Be able to work varying different shifts sometimes including weekend and on-call responsibilities on a rota basis
  • Resilience
So, what’s in it for you?
  • Bonus Schemes – A bonus that regularly rewards you for your performance
  • A pension of up to 12%– We will match your contributions up to 6% of your salary
  • Our award-winning Vitality health insurance – With its own set of rewards and benefits
  • Life Assurance – Four times annual salary
These are just some of the many perks that we offer To view the extensive range of benefits we offer, please visit our careers page. If you are successful in your application and join us at Vitality, this is our promise to you, we will:
  • Help you to be the healthiest you’ve ever been.
  • Create an environment that embraces you as you are and enables you to be your best self.
  • Give you flexibility on how, where and when you work.
  • Help you advance your career by playing you to your strengths.
  • Give you a voice to help our business grow and make Vitality a great place to be.
  • Give you the space to try, fail and learn.
  • Provide a healthy balance of challenge and support.
  • Recognise and reward you with a competitive salary and amazing benefits.
  • Be there for you when you need us.
  • Provide opportunities for you to be a force for good in society.
We commit to all these things because we want you to feel that you belong, and are supported to be happy and healthy.About The CompanyWe're really excited to announce that we have recently been awarded "Top 10 Best Places To Work" in The Sunday Times Awards 2024Vitality is a multi-award-winning UK insurance brand, here to make the world a healthier, happier place.We’ve been a purpose and values-driven business from day 1- long before it became fashionable. Our core purpose is to make people healthier and enhance protect their lives. Vitality pioneered shared-value insurance. We incentivise people to live healthier longer lives – they benefit, our business benefits, and society benefits. We’re successful because we attract, develop, and retain the best people – and because we care.Plus, you get to join our 1.7+ million members with access to our unique health insurance and healthy living programme. Just to make sure you know our products inside and out.Diversity & InclusionWe’re committed to diversity and inclusion because it’s good for our employees, for our business, and for society. To learn more please visit our Careers page.Vitality’s approach to sustainabilityVitality is a business that drives positive change. We reward people for making and sustaining healthier choices. But healthy people also need a healthy environment. To learn more please visit our Careers page.If we are fortunate in receiving a high volume of quality applications we may need to close this vacancy early.