IT Service Desk Analyst / 1st Line IT Support Technician

Job Title: IT Service Desk Analyst

Location: Bournemouth, occasional travel is required to London/Stockport

Salary: £18,000 - £20,000 + Bonus + Benefits (Salary dependent on experience)

Job Type: Full Time, Permanent

Reports To: Head of IT Service Desk (Will liaise with internal employees at all levels)

Vitality is an award winning, dynamic and vibrant health and life insurance provider, with a ground-breaking vision for the future, where individuals are enabled to succeed and are rewarded and recognised for their contribution to the business.

Our Clients core Purpose is to make people healthier and to enhance and protect their lives. From people to products and processes, they aspire to deliver on their purpose in everything they do. They are looking for talented individuals who are committed to living our values and delivering an award winning service to their customers.

Job Purpose

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, VIP's and external 3rdparties about a wide variety of IT issues. 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 group where required.

Key outputs:

• To accurately record incidents reported to the Service Desk, using the relevant Logging Systems in a timely manner in accordance with agreed SLA's.
• To ensure incidents are allocated to the correct Resolver Groups.
• Escalate issues as appropriate in accordance with published procedures
• To understand the needs and requirements of the business in order to provide exceptional levels of Customer Service to users.
• To provide technical and user support to meet the requirements of the Service Desk.
• To accurately diagnose and resolve first-line incidents logged with the Service Desk.
• To participate in project based work and other departmental activities including the performance of routine procedures and incident management.
• Potential service issues analysed and addressed within area of expertise to ensure major threats to IT service are resolved pro-actively.
• Customer generated problems/incidents and issues, and system generated problems/incidents and issues resolved to ensure continuity of IT service.

You are required to understand and comply with all relevant rules, regulation and legislation applicable to your role. This means:

• Acting with integrity and due skill, care and diligence at all times.
• ensuring that customers are treated fairly at all times
• ensuring that communications via any medium meet the principle of 'clear, fair and not misleading'
• undertaking relevant internally arranged training on systems, processes and regulatory requirements relevant to your role
• identifying and escalating (through your line manager) risks that impact the business, customers or other third parties
• reporting (through your line manager) any issues and/or system/process failures that may impact on service to customers

Skills and Experience

Essential

• Strong communicator - Written and oral
• 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
• Team player
• Experience of working within deadlines, 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 including weekend and on-call responsibilities on a rota basis
• Be resilient
• Previous call centre or Service desk experience

Desirable

• Working knowledge of MS Outlook/Word/Excel/Powerpoint, with Project & Visio

Attributes

• Determined and focussed
• Will share Vitality Values and demonstrate these in all their work.
• Ability to remain calm under pressure and focused on delivery of solutions
• Ability to see the bigger picture

Please click the APPLY button and CHECK YOUR EMAILS for the link to the careers page to continue your application.

Candidates with experience of; Microsoft Windows, Exchange 2007/10/13, Microsoft Office 2007-2016/365, Windows 7/8/10, IT Analyst, IT Lead, IT Technician, IT Service Desk Technician, IT Services Manager, IT Desk Support, 1st Line Support, IT Manager, 1st Line Helpdesk Engineer, IT Support Technician, 2nd Line IT Support, Desktop Support, 1st Line Support Engineer, 1st Line Support, Support Technician, IT Support Engineer, 1st Line Support Technician, Technical Support, IT Support, Helpdesk Support Technician, Helpdesk Support, Fault Desk, IT Systems Engineer, IT Systems Technician, IT Systems Support will also be considered for this role.