Service Desk Representative - Telford, United Kingdom - Phoenix Group

Phoenix Group
Phoenix Group
Verified Company
Telford, United Kingdom

3 weeks ago

Tom O´Connor

Posted by:

Tom O´Connor

beBee Recruiter
Description

Job Type:
Fixed Term Contract for 18 months


Closing Date:30/03/2023


Salary:
£23,500 plus bonus 8-16%, 38 days holiday, 10% pension, private healthcare, flexible benefits, development days once/month, excellent career development and support etc.


Location:
Telford


We have an incredible opportunity to join us here at Phoenix Group as a IT Service Desk Representative to join our IT Service Desk team.


Who are we?
We want to be the best place that any of our 6,800 colleagues have ever worked.

We're the UK's largest long-term savings and retirement business.

We offer our 12 million customers products across our market-leading brands, including Standard Life, SunLife and ReAssure, with c.£259 billion of assets under administration.

We're a FTSE 100 organisation that is tackling key issues such as transitioning our portfolio to net zero by 2050, and we're not done yet.


The role


This role acts as a single point of contact for all channels of communication regarding IT issues and queries and is responsible for updating incidents & service requests promptly and updating customers.

You will handle inbound and outbound IT calls and comply with approved processes and procedures, training notes and knowledge articles.

Working as part of a team you will effectively coordinate tasks across other support teams to ensure SLA's are met and maintain high quality IT skills and knowledge through personal development to increase first time fix opportunities at the first point of contact to the IT Service Desk.

Excellent interpersonal & communication skills, self motivation, an ability to work well under pressure and have an adaptable & positive approach to change are essential to ensure customers and stakeholders receive timely and relevant progress updates against work requests.

You will be involved in facilitating the operation of the IT Drop In Centres, and it is essential to have a flexible approach to working hours as you will be working a rota system.


What are we looking for?


The IT Service Desk Representative qualities that we are looking for is someone with 5 GSCEs (Grade C or above - including Maths and English) or equivalent and at least 1 year's experience in troubleshooting hardware / software issues.

As this is a customer facing role the applicant must be an excellent communicator with good organisational and presentation skills and the ability to make effective decisions under pressure and think analytically on how best to resolve a problem.

A strong commitment to customer service is required and the ability to speak in a manner that allows non IT literate users to understand the issue.

Additional desirable attributes include knowledge of service desk operations, achieving or have undertaken the ITIL Version 4 Foundation Course.


We want to hire the whole version of you.
We are committed to ensuring that everyone feels accepted and welcome applicants from all backgrounds.

If your experience looks different from what we've advertised and you believe that you can bring value to the role, we'd love to hear from you.


If you require any adjustments to the recruitment process, please let us know so we can help you to be at your best.

Find out more about #LifeAtPhoenix


Sound good? If you are ready to help us make Phoenix the best place you've ever worked, we'd love to hear from you.
**#LI-CN1 #LI-HYBRID
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