Service Desk Analyst

The Service Desk team in Admiral Insurance is dedicated to providing excellent customer service through a variety of channels including via telephone and our ITSM tool. Adhering to Service Level Agreements, the team provides front-line support to over 6,500 internal customers based in Wales, Halifax, and India – currently, most staff are working remotely which has provided exciting opportunities for the development of our skills and ways of working.

The Role:

This is an entry level role. As a Service Desk Analyst, you will be responsible for ensuring the effective management of Incidents that are presented to us via telephone and self-service channels, the completion of Service Requests, and identification of potential problems. This is a full-time role, but it is open to potential flexible hours or to a job share.

Job Purpose:

The primary objective of this role is to provide excellent customer service for internal customers while ensuring incidents are correctly handled to resolve issues in a timely manner. This is a demanding support position that calls for excellent customer service skills.

Main Duties:

• Act as the first point of contact for incoming calls in a professional and courteous manner
• Conduct full and thorough diagnostics with end-users to enable first point of contact resolution
• Correctly log incidents, categorising and prioritising them in line with the service desk processes and procedures
• Ensure tickets are correctly assigned the first time
• Proactively keep the customer informed of progress
• Diagnosing and resolving problems to the customers’ satisfaction
• Maintain and develop your own knowledge and skills to assist with first-time fault resolution
• Respond to major incidents making sure that they are logged and progressed including communication
• Ticket SLAs and KPIs are achieved

Skills & Expertise:

Essential:

• Good understanding of Microsoft Windows 10
• Good understanding of Microsoft Office suite
• Ability to work at pace
• Ability to manage own workload
• Excellent customer service experiences
• Readily be available to help support the team.
• Able to communicate with employees of all levels including senior management
• Well organised and able to prioritise tasks.
• Able to manage workload correctly with little supervision.

Desirable:

• Experience in providing support in a hybrid environment
• Previous experience working in a Service Desk role
• Ensure that all communication is clear and appropriate for its intended audience.
• Natural aptitude for troubleshooting & problem solving
• Continually look for ways to improve the service being provided.
• Be prepared to challenge the status quo and make suggestions for improvement.
• Be willing to voice an opinion on all matters whilst being receptive to feedback.
• Take a proactive lead in creating a supportive team environment.
• Exhibit a flexible approach to working on a rota basis and provide necessary cover where needed

Location

Hybrid role working both from home and our office in Cardiff.

Our Commitment to You;

At Admiral, we are committed to being a diverse and inclusive workplace. Admiral is proud to be an equal opportunities employer and does not discriminate on the basis of race, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), national origin, gender, gender identity, sexual orientation, disability, age, or any other legally protected status.

All qualified applicants will receive equal consideration for employment.

Salary, Benefits and Work-Life Balance;

We do not have a set salary for this position, as it will be dependent on the successful candidate’s experience. We are happy to see CVs from all candidates who meet the requirements and will be happy to discuss the remuneration package.

At Admiral, we are proud to be a diverse business where we put our people and customers first. We have great benefits to ensure employees have a great work-life balance; it's one of the reasons we’re consistently voted one of the Sunday Times Best Big Companies to Work For in the UK. We want you to have an element of freedom to define a working lifestyle that supports this, so accommodate flexible hours wherever possible.

All colleagues will receive 33 days holiday (including banks holidays) when they join us, and this will increase with length of service, up to a maximum of 38 days (including banks holidays). You also have the option to buy or sell up to five days of annual leave in addition to your allocation.

You can also view some of our other key benefits here.

Interviews for this position will be via Microsoft Teams in due course

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