About Our Client
A leading insurance company in the UK.
Job Description
Service Management
* Serve as the first point of contact for customers seeking technical assistance over the phone, web or via email, determining and delivering the best solution to meet their needs.
* Respond effectively to queries from the business, taking ownership to ensure they are handled in an efficient, timely manner and good service is provided.
* Perform remote troubleshooting through diagnostic techniques and asking pertinent questions.
* Advise customers on the problem-solving process and direct unresolved issues to the next level of support personnel.
* Follow-up and update customer status and information and pass on any feedback or suggestions by customers to the appropriate internal team.
* Identify and suggest improvements to processes/procedures.
* Maintain system documentation, sharing relevant knowledge with peers and the broader IT team.
* Contribute suggested efficiencies and service improvements in processes and applications, where possible suggesting automation/workflows/appropriate tools to improve the value for money, availability, serviceability and security of IT Services.
* Manage own performance against agreed metrics & measures.
Technical
* Serve as subject matter expert on key applications in use across the Group.
* Assist in ensuring the desktop computing environment is built and maintained to high standards of performance and security, seeking ways to improve where appropriate and possible.
* Assist the delivery of patching and anti-virus updates promptly and effectively across the desktop and application estate.
* Assist in the maintenance of standards for hardware, software and security in the desktop environment.
* Review monitoring and management of the desktop and applications.
The Successful Applicant
Service Management
* Serve as the first point of contact for customers seeking technical assistance over the phone, web or via email, determining and delivering the best solution to meet their needs.
* Respond effectively to queries from the business, taking ownership to ensure they are handled in an efficient, timely manner and good service is provided.
* Perform remote troubleshooting through diagnostic techniques and asking pertinent questions.
* Identify and suggest improvements to processes/procedures.
* Maintain system documentation, sharing relevant knowledge with peers and the broader IT team.
* Contribute suggested efficiencies and service improvements in processes and applications, where possible suggesting automation/workflows/appropriate tools to improve the value for money, availability, serviceability and security of IT Services.
* Manage own performance against agreed metrics & measures.
Technical
* Serve as subject matter expert on key applications in use across the organisation.
* Assist in ensuring the desktop computing environment is built and maintained to high standards of performance and security, seeking ways to improve where appropriate and possible.
* Assist the delivery of patching and anti-virus updates promptly and effectively across the desktop and application estate.
* Assist in the maintenance of standards for hardware, software and security in the desktop environment.
* Review monitoring and management of the desktop and applications.
What's on Offer
Hybrid working
Competitive Salary
Fantastic Benefits
#J-18808-Ljbffr
A leading insurance company in the UK.
Job Description
Service Management
* Serve as the first point of contact for customers seeking technical assistance over the phone, web or via email, determining and delivering the best solution to meet their needs.
* Respond effectively to queries from the business, taking ownership to ensure they are handled in an efficient, timely manner and good service is provided.
* Perform remote troubleshooting through diagnostic techniques and asking pertinent questions.
* Advise customers on the problem-solving process and direct unresolved issues to the next level of support personnel.
* Follow-up and update customer status and information and pass on any feedback or suggestions by customers to the appropriate internal team.
* Identify and suggest improvements to processes/procedures.
* Maintain system documentation, sharing relevant knowledge with peers and the broader IT team.
* Contribute suggested efficiencies and service improvements in processes and applications, where possible suggesting automation/workflows/appropriate tools to improve the value for money, availability, serviceability and security of IT Services.
* Manage own performance against agreed metrics & measures.
Technical
* Serve as subject matter expert on key applications in use across the Group.
* Assist in ensuring the desktop computing environment is built and maintained to high standards of performance and security, seeking ways to improve where appropriate and possible.
* Assist the delivery of patching and anti-virus updates promptly and effectively across the desktop and application estate.
* Assist in the maintenance of standards for hardware, software and security in the desktop environment.
* Review monitoring and management of the desktop and applications.
The Successful Applicant
Service Management
* Serve as the first point of contact for customers seeking technical assistance over the phone, web or via email, determining and delivering the best solution to meet their needs.
* Respond effectively to queries from the business, taking ownership to ensure they are handled in an efficient, timely manner and good service is provided.
* Perform remote troubleshooting through diagnostic techniques and asking pertinent questions.
* Identify and suggest improvements to processes/procedures.
* Maintain system documentation, sharing relevant knowledge with peers and the broader IT team.
* Contribute suggested efficiencies and service improvements in processes and applications, where possible suggesting automation/workflows/appropriate tools to improve the value for money, availability, serviceability and security of IT Services.
* Manage own performance against agreed metrics & measures.
Technical
* Serve as subject matter expert on key applications in use across the organisation.
* Assist in ensuring the desktop computing environment is built and maintained to high standards of performance and security, seeking ways to improve where appropriate and possible.
* Assist the delivery of patching and anti-virus updates promptly and effectively across the desktop and application estate.
* Assist in the maintenance of standards for hardware, software and security in the desktop environment.
* Review monitoring and management of the desktop and applications.
What's on Offer
Hybrid working
Competitive Salary
Fantastic Benefits
#J-18808-Ljbffr
