- Good understanding of IT Service Desk call logging and management of calls to ensure adherence to agreed SLA times
- Participation in the development, publication and periodic update of IT support procedures, user support documentation and reports ensuring a continually high level of customer service, perception and satisfaction
- Liaising with 2nd line Tech Support team for escalations, problems and major incidents
- Involvement in testing where changes & new processes are being deployed
- Support and maintain the IT Service Desk function as part of a 24x7 regional coverage pattern
- Provide 1st and 2nd Line IT support to the Canopius user community
- Maintain a customer focused approach, delivering superb value to the customer base
- Provide excellent customer service at all times; offering empathy and patience to the users
- Answer telephone calls in a professional, confident and timely manner, with a strong focus on first time fixes
- Adhere to the agreed SLAs & KPIs
- Answer and respond to IT Service Desk calls and tickets within the agreed SLA times
- Where logged calls are outside of Service Desk resolution / support scope, ensure timely routing of these calls to the correct resolver team(s)
- If the Service Desk is unable to resolve a logged incident/issue, the Service Desk Analyst should ensure escalation to 2nd or 3rd Line support teams in line with published SLA and to the satisfaction of the customer
- Manage communications to customers, ensuring they are kept informed of progress and identify high impacting issues and escalate as appropriate
- Basic administration of Active Directory, Exchange and O365 systems in accordance with the Canopius Joiners and Leavers Policy and other IT procedures
- Any proven experience in a Service Desk, Customer Service Experience or IT Support role
- IT Service Desk and 1st / 2nd line support experience preferably within a Corporate environment
- Experience of using ServiceNow ticket management
- Working knowledge of Microsoft desktop operating system and Office products, particularly O365, Teams, SharePoint Online, OneDrive & OneNote and a basic understanding of the workings of PC's and laptops and smartphones.
- Have an interest in and ability to understand and support new technologies
- Awareness and understanding of IT Service Desk toolsets and processes and use of remote access tools such as TeamViewer
- Diligent with good time management skills and the ability to prioritise tasks.
- Experience of supporting a wide-ranging and geographically dispersed user base
- Good communication skills, both oral and written and ability to interact with all levels across the business
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Service Desk Analyst - Manchester, United Kingdom - Canopius
Description
Service Desk Analyst
Main Purpose:
These roles, as part of the Global Service Desk team, will be responsible for the provision of the 24x7 Level 1 & Level 2 IT support services at Canopius. The UK based roles would be scheduled to work core UK hours ( a standard day between 08:00 and 18:00 ), including some weekends.
The Service Desk Analyst will have a focus on ensuring the delivery of high performing, reliable, responsive and resilient IT services across all Canopius offices.
Proactively support IT operations, in the service desk environment at 1st / 2nd line level, escalating issues where required to help ensure a smooth and effective support operation for the end users.
To provide Service Desk support to the Canopius user community and provide assistance to the regional Technical Support team members. Operate as an active communicator of incidents and customer experience between IT and internal customers. The role will support end users both in the offices and at home as the hybrid/office working environment evolves, and with Problems, Major Incidents and escalations of tickets.
You will be the main point of contact by phone and email providing accurate ticket logging and end to end ownership of logged calls.
This role will suit those with 1+ years experience, or graduates wanting to become a Service Desk support analyst or someone looking to develop their interest in IT and Technology further in a support team environment.
These roles will be based in Manchester in our brand new Tech & Data centre. Hybrid working from our Manchester Hub and from home will be supported within the coverage pattern.
Main Responsibilities gained:
Beneficial Skills and Experience:
About Canopius
Canopius is a global speciality (re)insurer with underwriting operations in Australia, Bermuda, Singapore, the UK and US. We are privately owned and one of the leading insurers in the Lloyd's of London insurance market.
With a growing demand for data, analytics and research, we are investing in a new global Canopius Tech and Data Hub in Manchester. Underpinning our growth and expansion ambitions are our technology capabilities, with increased investment into insuretech, analytics and research. We are recruiting a diverse group of data and technology talent across all levels of experience.
At Canopius we genuinely want to foster a distinctive, positive culture. A culture which gives space for us all to flourish as people which contributes to building a business which delivers profitable, sustainable results. We seek to do this by being ourselves and embracing individuality, prizing collaboration, speaking as truthfully as we can bear, encouraging sharp and diverse thinking and getting good work done.
We offer all employees a comprehensive benefits package that focuses on their whole wellbeing. Canopius' market-leading proposition offers financial, physical, social and psychological health and wellbeing benefits to ensure we create a working experience which gives everyone the freedom to do their best work.
We are fully committed to equal employment opportunities for all applicants and providing employees with a work environment free of discrimination and harassment. All employment decisions are made regardless of age, sex, gender identity, ethnicity, disability, sexual orientation, socio-economic background, religion or beliefs, marital or caring status, or any other status protected by the laws or regulations in the locations where we operate. We encourage and welcome applicants from all diverse backgrounds.
We make reasonable adjustments throughout the recruitment process and during employment. Please let us know if you require any information in an alternate format or any other reasonable adjustments.
