Service Desk Analyst

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Do you strive to deliver first class customer service and want to work in IT Support for a professional organisation? Are you process driven and enjoy resolving issues for end users? If so, you may be interested in our exciting opportunity for a Service Delivery Analyst. You could be joining one of ‘Britain’s Top Employers'. We are looking to fill an exciting position in our Wythall office as an IT Service Desk Analyst, for our internal IT function. You will be one of a small team of Service Desk Analysts providing first class customer service.

About the role:

The IT Service Desk Analyst is responsible for providing first line technical support and resolution of IT related issues for Phoenix staff, acting as a single point of contact which may be made via telephone calls, emails or an on-line portal. You will undertake analysis, diagnosis and resolution of user problems wherever possible, which may range from straightforward to more complicated technical issues, and any request for IT services (new starter requests, new PC, mobile phone, application access etc). All IT incidents and service requests will be logged in an online tool. As an IT Service Desk Analyst, you will be required to provide a positive customer experience at all times.

Other responsibilities include:

           Performing initial diagnostics/triage with customers via the telephone

           Logging and updating tickets with full and accurate detail ensuring correct categorisation of incidents and requests

           Proactively spotting ticket trends and raising awareness within the resolver teams

           Escalating technical issues, queries and concerns in a timely fashion as per internal escalation process to the Service leads, line management and other resolver teams

           Be a positive ambassador for IT Services, ensuring a positive customer experience at all times

           Maintaining a high degree of customer service for all support queries and adherence to all service management principles

           Taking personal accountability for incidents and service requests throughout their lifecycle, ensuring efficient and timely resolution and communication to the customer

           Escalating any unresolved calls as appropriate to the Service Desk Team Leader, or resolver teams

           Identifying operational improvements

           Publishing support documentation

What we are looking for:

EITHER:

           Graduates (ideally from an IT related subject) who can demonstrate an excellent customer service attitude with a professional and diligent working approach

OR

           Experienced customer service orientated professionals who have worked in a helpdesk/service centre environment, and can demonstrate a working IT knowledge

You will also need to have:

           An excellent telephone manner, being able to listen to end users

           Ability to take appropriate actions that range from resolving end user queries over the phone and logging requests and incidents

           Ability to ‘listen’ to what the customer is saying (and is not saying!) and through analysis of said issue effectively manage the query through to resolution

           A proactive working attitude

           knowledge of Microsoft operating systems and productivity tools, with emphasis on Windows 7 and Office 2010

           Basic Windows Active Directory knowledge to aid with password resets, creation of user accounts, application access etc.

           ITIL foundation qualification is desirable but not essential

All applicants must be able to fulfil shift patterns including: 7-4pm, 8-5pm, 9-6pm, 10-7pm.

About us:

The Phoenix Group is unique - as the largest UK consolidator of closed life assurance funds, we protect the interests of over 6 million policyholders, with assets under management of over £75 billion. Careers with Phoenix Group are different; if you’re looking for intellectually challenging work with one of Britain’s Top Employers in an unrivalled environment, we might just be the place for you! You can enjoy benefits at our Wythall office such as free lunches at our onsite restaurant, nature trail walk, putting green, free car parking, subsidised onsite sport facilities including gym, football & cricket pitches, tennis courts and more! Take a look at our 'What We Offer' section of our careers site for more information.

To apply online, please click the APPLY button.

N.B. When on the Phoenix Careers site, first time visitors will be asked to register before applying.

Closing date: Sunday 29th July 2018.