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2nd Line Remote Support and Desktop Engineer

20,641 P.A. ?
South Croydon

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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

Skills Required


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.

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