Service Desk Analyst L1

Department - Technology

Reports To - Service Desk Team Leader

Scope - Global

Works With

Internal:

• All Technology Team
• End users from all C-M departments
• End users from all group companies

External:

• All IT vendors
• Zurich IT
• Local IT teams of group companies

Role Purpose

The Service desk Analyst is responsible for resolving staff and customer technological questions that need technical support. Typically, troubleshoot network, hardware, and software problems. Is also responsible for fulfilment of Service requests.

Function Specific Responsibilities

Field incoming Incidents and Service Requests and manage their resolution in a timely manner

Provide first-line investigation and diagnosis.

Escalate incidents/service requests that they cannot resolve within agreed timescales

Troubleshoot software, PC, printer, phone and other technologies.

Manage the setup and installation of users (including user moves and exits) and ensure smooth employee transitions within the business

Provide first level and assist with second level technical advice to users on personal computer hardware and software

• Should be comfortable to work 24*7 support model with rotational shifts (including night shift).
• Engagements in additional tasks, initiatives (if any)

Customer

• Provide exceptional customer service to internal and external customers within company guidelines.
• Use of customer insights to provide direction for business initiatives
• Ensure best practice customer initiatives are adopted and applied
• Provide exceptional customer service to internal and external customers within company guidelines, regulatory obligations and SLAs
• Ensure all confidential information is handled in accordance with company and partner protocols and procedures
• Ensure high levels of customer relationship management are maintained

Communication

• Ensure all contact and interactions are of the highest standards (written/phone/face to face), communicating clearly and appropriately to all stakeholders
• Collaborate and provide regular reporting and updates with key stakeholders across the Cover-More Group
• Ensure all communication is in line with the delivery of our Brand Promise to all stakeholders

Performance Metrics (include for WTP roles)

• Accuracy and attention to detail
• Team collaboration
• Continuous improvement of processes and procedures
• Adhere and comply to all company policies
• Proficient use of systems

What you'll bring

Skills, qualifications & experience

• Either relevant IT qualifications/certifications (IT Degree, Certificate 3 or 4 in IT, MCP, MCITP, A+) or proven experience in a Service Desk / Operations is preferred
• Minimum 5 years of experience with or an understanding of

Windows Operating Systems

Active Directory + Azure Directory

– Exchange + M365 Solution

– AWS + AWS Workspace

– Networking principles

– Critical Incident Management

– working with remote support tools

– using ticket management systems such as ServiceNow, JIRA.

– Desktop applications such as Adobe Reader, Microsoft Office etc.

– Good to have knowledge of – PS Scripts, Splunk

– IPT and VOIP phone systems (optional)

• Customer focus
• Customer service
• Active interest in developing own technical ability
• Self-reliant and able to research own solutions
• Good communication both verbally and written
• Flexible and willing to assist with team tasks