IT Service Desk Representative

2 weeks ago

Telford, United Kingdom Phoenix Group Holdings Full time

We have an incredible opportunity to join us here at Phoenix Group as a IT Service Desk Representative in our IT Service Desk team. We’ll be hosting a virtual open forum on if you would like to hear more about this role and ask any questions. 

Job Type:  Fixed Term Contract - 12 months

Location:  This role is based in our Telford office

Flexible working:  All of our roles are open to part-time, job-share and other types of flexibility. We will discuss what is important to you and balancing this with business requirements during the recruitment process. For this particular role you will be required to be onsite at our Telford office 5 days a week for the initial 6-7 weeks training period, from then on a hybrid working model is encouraged.

Closing Date: 02/12/24

Salary and benefits: up to £25,200 dependant on experience plus 8% bonus up to 16%, private medical cover, 38 days annual leave, excellent pension, 12x salary life assurance, career breaks, income protection, 3x volunteering days and much more

Who are we?

We want to be the best place that any of our 6,600 colleagues have ever worked.

We’re the UK’s largest long-term savings and retirement business. We offer a range of products across our market-leading brands, Standard Life, SunLife, Phoenix Life and ReAssure. Around 1 in 5 people in the UK has a pension with us. We’re a FTSE 100 business that is tackling key issues such as transitioning our portfolio to net zero by 2050, and we’re not done yet.

The role

Act as a single point of contact for all channels of communication regarding IT issues and queries. Demonstrate excellent interpersonal & communication skills, ensuring customers and stakeholders of IT receive timely and relevant progress updates against work requests. Provide an excellent level of customer service through effective handling of inbound and outbound IT calls made into and from the ReAssure IT Service Centre. Comply with approved processes and procedures, training notes and knowledge articles. Develop and maintain high quality IT skills and knowledge through personal development to enable efficiency improvements and increase first time fix opportunities at the first point of contact to the IT Service Desk. 

Demonstrate ability to work well as part of a team and effectively coordinating tasks across other support teams to ensure SLA’s are met. Demonstrate good self motivation by maintaining a positive and efficient working attitude at all times. Demonstrate an ability to work well under pressure and have an adaptable & positive approach to change. Responsible for monitoring and processing incoming work into the Service Desk within service level agreements and ensure deadlines for other work are met. Demonstrate a flexible approach to working in line with the team’s action plans and working hours rota. Demonstrate good administration and organisational skills. Responsible for updating incidents & service requests promptly and updating customers. Contribute to ensure adherence to all requirements are delivered in line with ReAssure’s ITGC’s (IT General Controls). Facilitate the operation of the IT Drop In Centres. 

What are we looking for? 

The IT Service Desk Representative qualities that we are looking for experience in the following areas: 

Troubleshooting hardware / software issues.  As this is a customer facing role the applicant must be an excellent communicator with good organisational and presentation skills.  The ability to make effective decisions under pressure and think analytically on how best to resolve a problem. Have a strong commitment to customer service and be able to speak in a manner that allows non IT literate users understand the issue.

Additional desirable attributes include knowledge of service desk operations, achieving or have undertaken the ITIL Version 4 Foundation Course. Someone who has worked in a corporate support team with ideally life and pension experience. 

  We want to hire the whole version of you.

We are committed to ensuring that everyone feels accepted and welcome applicants from all backgrounds. If your experience looks different from what we’ve advertised and you believe that you can bring value to the role, we’d love to hear from you. 

 If you require any adjustments to the recruitment process, please let us know so we can help you to be at your best. 

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