1st Line Service Desk Analyst job vacancy


Overview: 1st Line Service Desk Analyst job vacancy in Dorset recruiting now

Ref: 217242894
Employer: Confidential
Location: Dorset, United Kingdom
Employment Type: Permanent

Job Details:

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Escalating issues as appropriate in accordance with published and unpublished procedures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

IT/Computing-related degree

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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