Job Description
We are seeking a highly skilled and motivated Service Desk Analyst to join our team. As a Service Desk Analyst, you will be responsible for providing first-line support to business users across Europe through webchat, online, and phone channels.
Main Responsibilities
* Manage incident recording, alerting, classification, investigation, resolution, and assignment to second-level teams.
* Administer the knowledge base management system.
You will work closely with the Service Desk Manager and be part of the Service Centre which comprises the Service Desk and End User Technology teams who provide 1st and 2nd line IT support services across the group.
Requirements
* At least 1 year's experience in a related technical support role.
* IT, Computer Science, or Business qualification.
* Excellent inter-personal skills.
* Good problem-solving and troubleshooting skills.
* Good working knowledge of IT business technologies; networks, servers, Windows operating system, PC hardware, Microsoft 365, MS Office, and major shrink-wrap business applications.
* Experience of an ITSM ticketing tool such as ServiceNow.
* Motivated to deliver a first-class customer service.
* Handles challenges and difficult situations positively.
* Willingness to learn and develop new skills.
* Proven ability to self-manage and report on workload.
Benefits
We offer a comprehensive benefits package including competitive salaries and bonuses, robust Learning and Development support, excellent Defined Contribution pension, and comprehensive Wellbeing initiatives and support.
About Us
We are a leading European holding company for Great-West Lifeco's European insurance, reinsurance, and asset management companies. Our technology community spans all European entities, encompassing multiple IT units with their own individual sets of technology platforms.
We have evolved significantly and are now focused on bringing market-leading speed, agility, cost efficiency, and risk mitigation to enable the delivery of strategies across the European businesses.