IT Service Desk Analyst
Simplyhealth
Date: 6 days ago
City: Andover, England
Contract type: Full time
About The Role
We’re not just your average health company; we’re aiming to revolutionise access to healthcare in the UK by offering innovative health and wellbeing solutions that are affordable, accessible, and effective. From preventive care to comprehensive medical support, we aim to empower individuals to take charge of their health, inspiring them to make the most of their wellbeing. Added to that we’re the first health insurer in the UK to be awarded B-Corp status in recognition of our significant achievements in sustainability, in addition to our ambitious environmental and social responsibility goals.
As an IT Service Desk Analyst, you’ll provide right first-time handling of all IT incidents, problems and requests into the IT Service Desk. Negotiating and coordinating rapid and appropriate responses, channelling to appropriate support teams for resolution, monitoring progress, and keeping customers appraised of progress. This role will require you to provide Service Desk support to all business areas within the agreed SLA’s and KPI’S.
Key Responsibilities
To be considered you must have:
As well as a competitive salary, our benefits package includes:
Your Recruitment Journey
We’re focused on providing an application, assessment and onboarding journey that is fair, consistent, diverse and inclusive for all, allowing us to hire top talent based on the skills and behaviours pivotal to your and our success.
Your process
Please note: Working for a purpose driven company like ours is a fantastic opportunity so we often receive high volumes of applications for our roles. In these cases, we may close our job adverts early and aren’t able to consider applications after this time.
Apply
Share
We’re not just your average health company; we’re aiming to revolutionise access to healthcare in the UK by offering innovative health and wellbeing solutions that are affordable, accessible, and effective. From preventive care to comprehensive medical support, we aim to empower individuals to take charge of their health, inspiring them to make the most of their wellbeing. Added to that we’re the first health insurer in the UK to be awarded B-Corp status in recognition of our significant achievements in sustainability, in addition to our ambitious environmental and social responsibility goals.
As an IT Service Desk Analyst, you’ll provide right first-time handling of all IT incidents, problems and requests into the IT Service Desk. Negotiating and coordinating rapid and appropriate responses, channelling to appropriate support teams for resolution, monitoring progress, and keeping customers appraised of progress. This role will require you to provide Service Desk support to all business areas within the agreed SLA’s and KPI’S.
Key Responsibilities
- Ensure all incidents, problems and requests for assistance are properly logged, correctly prioritised, assigned and responded to in a timely manner in accordance with agreed service level standards and procedures
- Ensure that internal customer standards are met and reviewed in line with business expectations
- Maintain good relationships with customers and fellow support staff to assist with communications and swift resolution of issues
- Negotiate with customers and IT staff in respect of emergencies, withdrawal of services, routine and unscheduled maintenance, and the introduction of major amendments to the provision of services
- Manages the expectation of all Simplyhealth staff through necessary verbal and electronic communication
- Adherence to escalation procedures for service incident management. Responds to escalated, complex and high impact user calls in a timely fashion
- Ensures regular administrative and housekeeping activities are conducted using appropriate tools and procedures
To be considered you must have:
- Proven experience of working in an IT Service Desk environment including logging, supporting and resolving incidents across multiple technologies.
- Resolving tickets under stated service level agreements
- Proven experience of face to face and remote support
- Confidence to communicating across all levels of the business.
- High levels of initiative and ability to work with minimal support.
- Problem management.
As well as a competitive salary, our benefits package includes:
- Group bonus scheme
- Generous pension with a 6% pension gift from us
- 28 days holiday (plus bank holidays) - with the option to buy and sell a further 5 days
- Flexible benefits pot (which you can choose to use against some great benefits such as critical illness, private medical insurance, shopping vouchers and more)
- Your own health plan
- Access to a wellbeing hub
- Shopping discounts
- Recognition awards
- Give as you earn
- 3 volunteering days
Your Recruitment Journey
We’re focused on providing an application, assessment and onboarding journey that is fair, consistent, diverse and inclusive for all, allowing us to hire top talent based on the skills and behaviours pivotal to your and our success.
Your process
- Screening call with Talent Acquisition Team
- Virtual Interview with the hiring manager and team
- Aptitude assessment
- Offer
Please note: Working for a purpose driven company like ours is a fantastic opportunity so we often receive high volumes of applications for our roles. In these cases, we may close our job adverts early and aren’t able to consider applications after this time.
Apply
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