Hybrid role - 4 days a week in the office, 1 day a week at home.

#LI-Hybrid

Overall Job Purpose

Act as part of the Service desk team that provides IT 1st line service desk support for Vitality. Core accountabilities 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.

Accountabilities

• 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• Escalate issues as appropriate in accordance with published and unpublished procedures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 comprehend 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 assistance 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

Skills Required

Essential

• Good standard of education including A levels or equivalent
• 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 accountabilities on a rota basis
• Resilience

Desirable

• ITIL v3 or v4 Foundation Certificate
• IT/Computing related degree
• COMP TIA A+ or similar
• Working knowledge of MS Outlook/Word/Excel/PowerPoint, Project & Visio