Service Desk Analyst

About the team

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, the majority of staff are working remotely which has provided exciting opportunities for the development of our skills and ways of working.
 

The 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.
 

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

Technical Knowledge:

• Good understanding of Microsoft Windows 10
• Good understanding of Microsoft Office suite
   

Communications:

• Ensure that all communication is clear and appropriate for its intended audience.
• Able to communicate with employees of all levels including senior management.
   

Solution:

• Natural aptitude for troubleshooting & problem solving
• Continually look for ways to improve the service being provided.
   

Challenging:

• 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.
   

Teamwork:

• Take a proactive lead in creating a supportive team environment.
• Readily be available to help support the team.
• Exhibit a flexible approach to working on a rota basis and provide necessary cover where needed.
   

Time Management:

• Well organised and able to prioritise tasks.
• Able to manage workload correctly with little supervision.
   

About Admiral

We're Wales’ only FTSE 100 company. We have forward-thinking approaches and provide endless opportunities to test, learn and grow. There's a reason we've been named a Best Place to Work: our progressive culture, core values, and commitment to diversity and inclusion have created a working environment where people share ideas, aren’t afraid to speak up and change things, and above all, feel valued.

Admiral has grown from being a small start-up into a multi-national organisation. The company is constantly investigating new products, services and markets and is now present in eight countries with a diverse product portfolio.

Our success goes hand-in-hand with having a strong culture where we put our people and customers first. Our philosophy is simple yet effective: people who like what they do, do it better, and this in turn, means that our customers receive the level of service and products that they deserve. Our culture is honest, open and wholeheartedly focused on four key areas:
 

Communication, Equality, Reward & Recognition, and Fun.
 

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 candidate’s 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 voted no. 3 in the 2020 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.

Please note, we are unable to accept CVs via email.

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