IT Support Specialist

Redhill, Surrey
15 Jun 2017
15 Jul 2017
Contract Type
Full Time

A fantastic opportunity has arisen to join the AXA Assistance IT team as a IT support specialist.

The role and team provide IT as a shared service to AXA Travel Insurance as well as AXA Assistance UK. The two companies provide a range of Medical, Vehicle, Property, Lifestyle and Health Assistance as well as Travel Claims services to corporate clients and their employees and/or policyholders and members. This business is currently provided from a main site in Redhill and a near shore call centre in Athlone in Southern Ireland.
Various systems are in use by different parts of the business in the UK and Ireland and this needs to be maintained for use 24 hours a day, 365 days a year. Increasingly, these systems are AXA Assistance Group systems which are accessed remotely.
The server room hosts around 100 live servers, which are mainly in a virtualised environment. An Avaya CM6 telephone switch is used to manage the calls. Remote access is provided through MPLS links using Citrix and via VPN connections over the Internet. Security and compliance issues are critical.

Please note that this role is a 6 - 12 month fixed term contract.

What you will be doing


KRA 1: Provide First and Second line support to the business

 Record, prioritise, assign and manage all requests and incidents made to the IT Service Desk
 Adhere to SLA’s according to the priorities set against each ticket raised
 Manage customer expectations and communications throughout the life of each ticket
 Escalate to other team members where appropriate
 Together with the other IT Service Desk members, provide continual IT service cover to the business during hours.
 Provide IT out of hour’s On-Call service: To be a member of the IT ‘on call’ rota in case of system failure out of the core hours and an escalation point to other team members.

KRA 2: Documentation

 Maintaining infrastructure build documentation with incremental updates associated with process changes or introduction, compliance & security requirements
 Technical end user guides.
 Maintain technical documentation library and version control system

KRA 3: General IT Support

 Adhere to IT Policies and Procedures
 Facilitate the development of IT colleagues. Pass on relevant knowledge to the rest of the team to enhance their effectiveness to the business and to ensure a positive team spirit prevails among the IT Department.
 Keep pace with technology advances. Contribute to the effective planning and development of the IT infrastructure to maximise the business benefit of new and changing technology.
 Carry out daily, weekly and monthly monitoring and maintenance tasks as required.

KRA 4: Solution Implementation

 Support the Solutions and System Maintenance teams with projects where necessary
 Recording and tracking project issues and escalating to the necessary teams
 Working closely with users to support the implementation
 Supporting on communications with key stakeholders

What we can offer you

As the number one global insurance brand, and one of the Sunday Times Top 30 Best Big Companies to work for, our reward package is a world-beater – here’s a small selection of our current benefits.

• Company Pension Scheme
• Family Travel Insurance
• Motor Breakdown Insurance
• Home Emergency Insurance
• 24hr Access to the Company Concierge Service
• Private Medical Insurance
• Life Assurance
• Company Shareplan
• Competitive salary plus annual bonus
• 22 days annual leave, increasing to 27 days by 5th year of service (plus bank holidays)
• Fantastic opportunities for internal progression

Who are we looking for?

Person specification

Technical Criteria

• Incident/Request Management Systems
• Enterprise Service Desk (200+ users)
• Active Directory Administration
• MS Office 200x/2010/2013
• MS Outlook 2010/2013/Office 365
• File and Folder Access Management (NTFS)
• Basic Telephony (preferably Avaya)
• Windows XP/7/8/10
• Cl