IT Support Analyst - Chelmsford
To provide an effective, capable & responsive desk-side services & support function, tailored to the specific requirements of QBE and its business partners, across one or more locations.
Work within the framework and guidelines of the Incident Management Process and Service Desk processes, ensuring alignment to best practice at all times
Provide end to end ownership of all incidents and service requests
Provide a proactive service to QBE EO staff, providing updates on open tickets as necessary
Effectively manage customer escalations
Investigation and resolution (first time fix) of common issues
Investigation of more complex issues providing triage function prior to passing to resolver groups as appropriate
Identification and documentation of new fixes and workarounds, ensure these are added to the Knowledge Base and communicated to the first line team
Providing advice and guidance to QBE EO staff
Provide advice and support to the first line offshore team
Co-ordinate any project related activities and service introductions to ensure appropriate handover is provided as part of Service Transition
Identify and address any service improvements opportunities
Interact with resolver groups and co-ordinate activities required to ensure tickets are resolved within SLA
Provide clear communications of service impacting major incidents and scheduled service availability hours
Must be prepared to work a variety of shift patterns between 7am and 7pm Monday to Friday
Possible requirement for working out of hours
Previous experience of working within a multi-vendor environment on complex infrastructure with the ability to manage and co-ordinate required activities from different teams to ensure a quick resolution.
Solid experience of working within a Service Desk or technology support team, having dealt with complex issues such as Windows profile issues, Exchange server issues, OS configuration issues etc and resolving them using remote control technologies, ensuring a high first time fix rate.
Experience of Service Management functions and disciplines with ITIL V3 foundation accreditation being essential.
Problem solving and analytical skills with the ability to think holistically to provide unique solutions.
Demonstrable experience of driving activities pro-actively in order to improve the Service Desk offering
Identifying opportunities for continual service improvement and contributing to plans in this area
Excellent customer service skills and ethos, achieving a high customer satisfaction rating.
Demonstrable experience negotiating difficult situations to a successful conclusion.
Able to manage and resolve conflict.
Ability to proactively manage customer expectations.
The ability to work as a team and also within a virtual team to provide excellent outcomes
Experience within financial services, preferably commercial insurance and/or reinsurance.
Excellent understanding of Windows Vista/Windows 7 operating systems and Active Directory.
Excellent understanding and support knowledge of Microsoft Office products.
Knowledge of Citrix technologies and networks.
Knowledge of iPhones / other Smart devices
Understanding of hardware in order to diagnose issues
Knowledge of Exchange / Outlook to help with configuration issues
Excellent communication skills - both written and oral
Ability to remain calm under pressure
Positive, flexible attitude and a strong work ethic.
French extremely advantageous.