Digital Service Desk Assistant

Insync Insurance, a valued part of the Brown & Brown Group, are looking to recruit a Digital Service Desk Assistant to join their hard-working & successful team.

This is a fantastic opportunity for an experienced IT professional to join a thriving business with aspirations for growth in the short & long-term.

PURPOSE :

• To be the first line of support and point of contact for the Digital Team and the user.
• To assist the Digital Products Lead Developer in the management of the Service Desk system ensuring tickets/tasks are prioritised correctly and allocated across the digital team.
• Working under the direction of the Digital Products Manager to review and coordinate incidents and service requests, as well as user communication. Basic issue resolution which will be further built upon as the candidate evolves in the role.
• Build, maintain and provide weekly reports on tickets to the Digital Products Manager that will be used to feed into the wider business MI reporting suite.

RESPONSIBILITIES:

• Work under the direction of the Digital Product Manager to ensure Service Desk requests are maintained in a timely manner and high priority items are allocated and picked up as priority.
• Support the Lead Developer in obtaining clarity/requirements by working closely with the business/requester.
• To undertake initial diagnosis of the request, utilising the tools available to resolve/filter out as many as possible on initial contact.
• Interrogate SQL databases for anomalies/information to aid in query resolution.
• Ability to manage own workload ensuring stakeholders are kept up to date with timescales.
• Ability to switch between tasks when there has been a shift in priorities.
• Good communication skills, capable of communicating with stakeholders at all levels.
• Gather information for status reports on progress, open/closed items, and current issues.
• Experience in using bespoke software in an IT role would be beneficial.

Experience that would benefit the role but is not essential:

• Experience using the ICEInsureTech Policy platform.
• An interest in programming.
• Experience using Python,
• Coding experience ideally including HTML and CSS.
• Kofax (KCM, Insync document service).
• Version control systems (Git).
• Code hosting platforms (GitHub/Bitbucket/GitBucket).
• Bug-Issue Tracking software (JIRA/ZOHO/YouTrack).

For more information please apply online or contact Dan Hurley.