Job Description

About The Role
Team – IT Operations
Working Pattern - Office based– 4 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 passionate mindset in providing good service 
• To be able manage multiple tasks within your workload
• Managing your time effectively

What this role is all about:
As the IT Service Desk Analyst, 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, 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 incidents and requests reported to the Service Desk. You will be 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• Escalate issues as appropriate in accordance with published and unpublished procedures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

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.
• Must display a positive attitude at all times and be customer focused
• 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

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!

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 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. We’re the UK insurer and investment provider that rewards people for positive lifestyle choices – a key element of our Shared-value model. With 1.4m UK members and more than 25m globally, we’re out to make the world a healthier, happier place. This applies as much to our people as it does to our members. 
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. Wherever possible, we will consider a variety of working options to suit your lifestyle, whether that be hybrid home/office working, flexible working and part or full time employment. It’s what we call offering shared values, because a healthy happy team is good for us, good for our members and good for you. 
 
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.

Skills Required

• English Fluency