Service Desk Technician

**Job Summary**: IT Service Technician Leeds £ Competitive + Bonus & Benefits Do you have an interest in IT and are looking for a chance to initiate your career? This is a great opportunity to join the Markel IT team and develop your skillset and continue to improve your knowledge. In this role you will provide support for all employees of Markel Corporation and its subsidiaries by responding to inbound calls, chat and web tickets. Will provide educational support as well as break/fix resolutions, or route issues according to detailedguidelines to other teams. Position requires the use of technical troubleshooting, communication, and customer service skills. **What you'll be doing**: - Resolve issues surrounding computer hardware, software, network, and telecommunications systems while demonstrating expertise in customer service and technical knowledge - Must be flexible and able to work within a 24x7x365 support environment - this vacancy is for a Monday-Friday 8am-4pm position. - Receives inbound customer contacts via various channels (phone, chat, web) - Records, maintains and updates records in the Service Management ticketing system, and follows knowledge database for troubleshooting and procedural guidelines. - Routes tickets for issues which cannot be resolved at the service desk (First Call Resolution) to the appropriate resolving groups **What we're looking for**: - Proven working experience in providing help desk support or customer services - Working knowledge of help desk software, databases and remote control would be beneficial - Passionate about continuously learning and able to quickly adapt and pivot to win in dynamic environment - Must be flexible and able to manage multiple tasks and priorities on very tight deadlines. - Ability to work independently and in collaboration with others to deliver a high level of success - Good interpersonal skills and enthusiastic to find ways to make customers productive. Strong oral and written communication skills are needed. - Associates degree or 1 year of experience in a technical field or customer service environment. **About Markel**: Avencia Consulting are an RPO who provide a recruitment service to our client Markel International. Markel Corporation (NYSE - MKL) a fortune 500 company with over 60 offices in 20+ countries, is a holding company for insurance, reinsurance, specialist advisory and investment operations around the world. In each of our businesses, we seek to deliver innovative products and adaptable customer service so that we can be a market leader. Our time horizon is long-term, our approach is disciplined, and our focus is on continuously improving the quality of thecustomer experience. **What's in it for you?** - A very competitive basic salary plus bonus & benefits. - 25 days' holiday plus Bank Holidays, with the opportunity to buy / sell extra leave. - Company matched pension scheme, private medical and dental cover, life assurance, travel insurance cover, income protection, a cycle2work scheme, season ticket loan, Employee Assistance Programme (EAP), parental, adoption and shared parental leave pay andplenty more. - Voluntary benefits designed to suit your lifestyle - from discounts and cash back on retail and socialising, to health & wellbeing, travel and technology. - The possibility of working from both the office and from home (hybrid), flexible working or other options are available. - You'll get the chance to follow your chosen career path anywhere within Markel. - You'll be joining a global network of experienced, innovative and dedicated individuals across multiple teams and countries. There are countless opportunities to learn new skills and develop in your career, and we'll provide the support you need to do justthat. **What we hope you'll do next**: Markel celebrates the value of a diverse workforce that brings experience and expertise from a wide variety of backgrounds and life circumstances. Whatever your background, if you feel you meet the requirements of this role then we want to hear from you. **"Why work for us?"** **Diversity and inclusion** Markel is truly a global and diverse company. We believe that diversity makes us better business partners and that embracing people's differences can bring amazing results and fuel innovation. We have a portfolio of businesses and product lines that operatearound the world. **Community involvement** Markel has a rich heritage of supporting communities across the world where our customers and employees live and work. Giving back is part of our history and our future. Our employees share in this philosophy through volunteering, mentoring and fundraising. **Commitment to open doors** Markel is committed to creating the best work environment. Our open-door policy is essential in recognizing business issues as they rise and to address the changing needs of our diverse and global workforce. Challenging management is a component of the MarkelStyle-some of our best ideas start from a conversation between a manager and an employee. **Entrepreneurial spirit** As the Markel Style states, we pursue excellence, strive for a better way, and share the success of others. Markel associates proactively seek new business opportunities, bringing further success to Markel.