IT Service Desk Analyst

Team - IT Operations

Working Pattern - Office based, 4-5 days per week in the Bournemouth or Stockport Vitality Offices. Full time, 35 hours per week.

Top 3 skills needed for this role:

• Experience working with an ITSM tool
• Very strong verbal communication skills
• To be able to handle multiple tasks at once to meet deadlines and solve problems
  
  

What this role is all about:

Join our dynamic IT Service Desk team at Vitality, where you'll be the first point of contact for technical support across the business. As an IT Service Desk Analyst, you'll play a crucial role in delivering exceptional 1st line support to internal stakeholders, VIPs, and external partners. From resolving technical issues to managing service requests, you'll be at the heart of keeping our systems running smoothly and our users supported.

This is a fast-paced, customer-focused role where your ability to troubleshoot, communicate clearly, and manage priorities will make a real impact. You'll also contribute to continuous service improvement and help shape the future of our IT support function.

Key Actions

• To accurately record and manage incident and requests reported to the Service Desk, using 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• Escalate issues as appropriate in accordance with published and unpublished procedures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
• To participate in project based work and other departmental activities including the performance of routine procedures and incident management
  
  

What do you need to thrive?

• Good standard of education including A levels or equivalent
• Previous call centre or Service desk/IT support experience
• 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, preferably in a regulated environment
• 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
• Resilience
  
  

So, what’s in it for you?

• 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
  
  

These are just some of the many perks that we offer! To view the extensive range of benefits we offer, please visit our careers page. Fantastic Benefits. Exciting rewards. Great career opportunities!

If you are successful in your application and join us at Vitality, this is our promise to you, we will:

• Help you to be the healthiest you’ve ever been.
• Create an environment that embraces you as you are and enables you to be your best self.
• Give you flexibility on how, where and when you work.
• Help you advance your career by playing you to your strengths.
• Give you a voice to help our business grow and make Vitality a great place to be.
• Give you the space to try, fail and learn.
• Provide a healthy balance of challenge and support.
• Recognise and reward you with a competitive salary and amazing benefits.
• Be there for you when you need us.
• Provide opportunities for you to be a force for good in society.
  
  

We commit to all these things because we want you to feel that you belong, and are supported to be happy and healthy.