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Service Desk Analyst (m/f) in Croydon/ Bournemouth
As a Service Desk analyst you will work as part of a team that provides first line IT support to the LV= General Insurance Group on behalf of Allianz Technology. Your responsibilities will include communicating with ours customers both internal and external about a wide variety of IT related matters. Primarily this will involve providing technical support to quickly resolved incidents relating to our core workplace systems and applications. You will also be responsible for promoting and managing our range of self-service support solutions.
##Act as 1st and 2nd line (Phone, Chat, Desk) point of contact for queries on AZ Technology's' IT and non-IT products and services~crlf~##Ensure that sufficient relevant information is gathered and maintained as part of the ticket handling process~crlf~##To provide high quality IT support with an emphasis on customer service~crlf~##To assist in the resolution of end user support issues via call, email or live chat ~crlf~##Ensure the Service Desk meet all key performance metrics and KPI's~crlf~##To log all Incidents and Requests received by the IT Service Desk accurately and in a timely manner~crlf~##Escalate incidents and requests to second and third line support groups when required~crlf~##Provided detailed analysis of all incidents logged~crlf~
##Technical Skills~crlf~##Clear communications skills~crlf~##Quick understanding and observance of and standard operating procedures and quality guidelines~crlf~##Experience of Windows 10, Microsoft Office and 365, Microsoft Edge and Microsoft Teams~crlf~##Has a logical approach to identifying root cause of issues and the ability to apply standard fixes~crlf~##Experience of business applications~crlf~##Must display a positive attitude at all times and be customer focused~crlf~##Must be able to communicate confidently and effectively with all levels of the business ~crlf~##Previous experience in a customer support role (desirable)~crlf~##To follow and understand published processes & procedures, ensuring they are up to date and complete~crlf~##To ensure all knowledge base articles are well maintained~crlf~
Please note that the mandatory application document is the CV, all other files such as Cover Letter for the position, University Transcripts, Diploma and Employer Testimonials/References are advisable and desired by the Hiring Department for a more comprehensive application assessment.
Allianz is the home for those who dare – a supportive place where you can take the initiative to grow and to actively strengthen our global leadership position. By truly caring about people – both its 100 million private and corporate customers and more than 147,000 employees – Allianz fosters a culture where its employees are empowered to collaborate, perform, embrace trends and challenge the industry. Our main ambition is to be our customers’ trusted partner, instilling them with the confidence to grow. If you dare, join us at Allianz Group.~crlf~~crlf~We at Allianz believe in a diverse and inclusive workforce and are proud to be an equal opportunity employer. We encourage you to bring your whole self to work, no matter where you are from, what you look like, who you love or what you believe in.
At the core of the Group’s strength lies digitalization and its promise of growth opportunities through a ‘digital by default’ strategy. Allianz Technology SE is the principal driver behind transforming Allianz into a digital group – a quest to which nearly 7,500 Allianz Technology SE employees around the globe have committed themselves. Allianz Technology SE equips the Group with the most cutting edge digital solutions in the industry, bringing Allianz to the fingertips of its customers. At Allianz Technology SE , innovation is more than a buzzword; it is the business of the day, every day.
We are interested in your strengths and experience. This means that we welcome all applications, irrespective of other characteristics such as gender, ethnic background, origin or any disability.~crlf~~crlf~
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