Overview: 1st Line Service Desk Analyst job vacancy in Dorset recruiting now
Location: Dorset, United Kingdom
Employment Type: Permanent
Vitality, 1st Line Service Desk Analyst, Bournemouth, £Competitive + Bonus + Benefits
We re the UK insurer and investment provider that rewards people for positive lifestyle choices. With 1.25m+ UK members and more than 25m globally, we re out to make the world a healthier, happier place.
That applies as much to our people as it does to our members. So, as well as a highly competitive pay package, you ll enjoy: Free places to Vitality sponsored run events, online fitness classes and wellbeing workshops, competitions to win tickets to top-flight sporting events, health checks, and access to our full range of partners and rewards.
About the role:
Our 1st Line Service Desk Analyst will 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, VIPs 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 KPIs will form an important part of this role.
Your responsibilities as our 1st Line Service Desk Analyst will include:
Accurately recording and managing incidents and requests reported to the Service Desk, using the relevant ITSM tools in a timely manner in accordance with agreed SLAs and performance KPIs
Ensuring incidents and requests are allocated to the correct resolver groups where you are unable to resolve at first line
Escalating issues as appropriate in accordance with published and unpublished procedures
Understanding the needs and requirements of the business in order to provide exceptional levels of customer service to users
Regularly updating open tickets in the ITSM tools as well as customer base
Actively contributing to service improvements through recommending changes to systems and processes as well as owning some of these improvement opportunities
Providing technical and user support to meet the requirements of the Service Desk
Participating in project-based work and other departmental activities including the performance of routine procedures and incident management
What we re looking for in our 1st Line Service Desk Analyst:
A 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
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 KPIs, operating in a high pressure environment
The ability to show a high degree of accuracy and attention to detail in all tasks
The ability to work varying different shifts, sometimes including weekends and on-call responsibilities on a rota basis
ITIL v3 or v4 Foundation Certificate
COMP TIA A+ or similar experience
Working knowledge of MS Outlook/Word/Excel/PowerPoint, Project & Visio
Working for Vitality, you’ll experience an exciting mix of creativity and innovation, within a framework of challenging objectives and a passion for delivering the best.
Our people are chosen for their skills, knowledge, enthusiasm, and attitude but above all, their belief that anything can be achieved.
It s what we call offering shared value because a healthy, happy team is good for us, good for our members, and good for you.
As our 1st Line Service Desk Analyst, you ll get the benefits our members enjoy, including:
Our award-winning private Vitality Health insurance + wellness incentive programme
Access to The Vitality Programme – Apple Watch, Waitrose and Partners, Garmin, Amazon Prime, Champneys Spa days, Rakuten TV, and half-price gym memberships to name a few!
Personal health fund + Life Assurance
Stakeholder Pension Plan with employer contribution
25 days annual leave + Bank holidays + option to buy and sell 5 more
Flexible benefits package
Internal incentives, competitions, and awards – a chance to win football and sports tickets or even be in with a chance to have a holiday of a lifetime
A genuine opportunity to grow and establish a long-term career
Closing date: Friday 26th August 2022
If you feel you have the skills and experience to become our 1st Line Service Desk Analyst, then please click apply today – we d love to hear from you
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