Address
Form of workTeam – IT Operations
Working Pattern - Hybrid – 2 days per week in the Vitality Bournemouth Office. Full time, 35 hours per week.
We are happy to discuss flexible working!
Top 3 skills needed for this role:
- A Passion for customer service
- To be able to deal with Vitality staff user queries within certain timelines and SLAs.
- To be an open and honest communicator
You will act as part of the Service desk team that provides IT 1st Line Service Desk support for Vitality. Core responsibilities will include communicating with internal stakeholders, VIP’s and external 3rd parties about a wide variety of IT incidents and requests . You will be expected to complete user access to applications and other service requests, attempt to troubleshoot incidents/rectify issues independently (1st Line fix), whilst escalating more complex issues to the appropriate resolver groups where required. Engagement in individual and team KPI’s will form an important part of this role.
Key Actions
- To accurately record and manage incident and requests reported to the Service Desk. You will use the relevant ITSM tools in a timely manner in accordance with agreed SLA’s and performance KPI’s
- To ensure incidents and requests are allocated to the correct resolver groups where you are unable to resolve at first line
- Escalate issues as appropriate in accordance with published and unpublished procedures
- To understand the needs and requirements of the business in order to provide exceptional levels of customer service to users
- Regularly update open tickets in the ITSM tools as well as customer base
- Actively contribute to service improvements through recommending changes to systems and processes as well as owning some of these improvement opportunities
- To provide technical and user support to meet the requirements of the Service Desk
Essential Skills needed to fulfil this role:
- Good standard of education including A levels or equivalent
- Previous call centre or Service desk/IT support experience
- Experience of using enterprise level ITSM tools
- A good listener, with the ability to communicate technical issues and resolutions to people of varying technical levels
- Demonstrable track record of delivering a consistently high level of telephone-based service
- Must display a positive attitude at all times and be customer focused
- Strong team player as well as punctual and reliable
- Experience of working within deadlines and KPI’s, operating in a high pressure environment
- Able to show a high degree of accuracy and attention to detail in all tasks
- Be able to work varying different shifts sometimes including weekend and on-call responsibilities on a rota basis
- Bonus Schemes – A bonus that regularly rewards you for your performance
- A pension of up to 12%– We will match your contributions up to 6% of your salary
- Our award-winning Vitality health insurance – With its own set of rewards and benefits
- Life Assurance – Four times annual salary
Who We Are
At Vitality, everything we do is driven by our core purpose. To make people healthier and to enhance and protect their lives through our market-leading health and life insurance and the Vitality Programme. We empower our members to take control of their wellness and develop long-term healthy habits.
Diversity & Inclusion
We’re committed to diversity and inclusion because it’s good for our employees, for our business, and for society. To learn more please visit our Careers page.
Vitality’s approach to sustainability
Vitality is a business that drives positive change. We reward people for making and sustaining healthier choices. But healthy people also need a healthy environment. To learn more please visit our Careers page.
About The Company
Vitality is a multi award-winning UK insurance brand, here to make the world a healthier, happier place.
Apart from offering some of the best cover out there, we help people take control of their health. We also help them get healthier, by giving them great rewards when they do healthy things.
As a brand with a challenger mindset, anyone who can show us a better way to do things is someone we want to work with. So when you join us, expect a positive environment and plenty of opportunities to grow your career. You’ll also have some brilliant teammates to support you and a dynamic work schedule to build your skills.
Plus, you get to join our 1.7+ million members with access to our unique health insurance and healthy living programme. Just to make sure you know our products inside and out.
Hybrid and flexible working is also a key part of our organisational setup. So there’s no need to ask. Let’s talk about it at interview stage, so we can make your role work for your lifestyle. #Li-Hybrid
Ready to find out if we’re the right fit for you? We can’t wait.
We do reserve the right to close this advertisement early if we receive a high volume of suitable applications. If you are interested, please submit your application as soon as possible.
