Vitality is an award winning, dynamic and vibrant financial services provider, with a ground-breaking vision for the future, where individuals are enabled to succeed and are rewarded and recognised for their contribution to our business.
Our CORE PURPOSE is to make people healthier and to enhance and protect their lives. From people to products and processes, we aspire to deliver on our purpose in everything we do.
Our VISION is to be the BEST health insurer in the UK
We are looking for talented individuals who are committed to living our values and delivering an award winning service to our customers.
Overall Job Purpose
Act as part of the 2nd Line function that provides IT remote and site deskside technical support for Vitality users across the Group. Core responsibilities will include resolving a variety of technical hardware, software, application and infrastructure issues, communicating with internal stakeholders, VIP’s and external 3rd parties to drive issues to completion where appropriate. The job holder will be accountable for identifying major and repeat incidents and raise Problem records accordingly along with full detail of diagnostics and investigation. The job holder will be responsible for resolving incidents/rectify issues independently and fulfilling requests within SLA.
Install, upgrade, support and troubleshoot for applications, printers, computer hardware, telephony and any other authorised peripheral equipment Be ambassadors for technology as the face of IT Services Understand the needs and requirements of the business in order to provide excellent customer service to all areas within the business including the provision of VIP support to business executives and stakeholders. Being accountable as a site support engineer for a company user base extending to 1800 users on additional sites including home based users. Being instrumental in the creation of strong and effective relationships with business users to ensure that service delivery meets their expectations. Attending Service Management meetings to represent and resolve operational escalations and priorities for both locally to the site and the extended business. Ensuring IT assets are managed appropriately across the Vitality group on a desktop, mobile & printing level for the site whilst providing feedback on enhancements to the desktop and wider IT function. Develop trends by monitoring and analysing incoming calls, problems and support requests Working cross site with other Desktop Support Engineers to provide prompt and efficient service To accurately record incidents using the relevant logging systems in a timely manner in accordance with agreed SLA’s. Escalate issues as appropriate in accordance with published procedures
Good standard of education including 5 GCSE’s grade A-C or equivalent Previous Desktop Support experience essential Confident to deal with company Exec and wider audience Good communication skills both verbally and written Working well within a team environment but also working off your own initiative Exposure to Domain and Active directory environments Good knowledge of Windows operating systems and Microsoft Office primarily windows 10 and Office 2016, O365 and InTune (MDM) Ability to logically troubleshoot and diagnose problems Ability to research and discover new solutions Demonstrable track record of delivering a consistently high level of telephone-based service, preferably in a regulated environment Must display a positive attitude at all times and be customer focused Experience of working within deadlines and SLAs, operating in a high pressure environment Able to show a high degree of accuracy and attention to detail in all tasks
ITIL v2 or v3 Foundation Certificate Working knowledge of MS Outlook/Word/Excel/PowerPoint, Project & Visio
Working for Vitality, you'll experience an exciting mix of creativity and innovation, within a framework of challenging objectives and a passion for delivering the best. We think work should be fun and sociable, and we want our people to get the most out of every day.
Our people are chosen for their skills, knowledge, enthusiasm and attitude but above all, their belief that anything can be achieved.