This is an exciting opportunity for an experienced IT Support professional to join a busy and dynamic IT Service Desk team on an initial 6-month temporary basis. You will provide first-line technical support to internal colleagues, resolving a wide range of IT issues and service requests while delivering an excellent customer experience.
The role offers the opportunity to further develop your technical skills within a large enterprise environment and gain exposure to a broad range of technologies, systems, and support processes.
A Bit About the Job
At Aviva, we're committed to providing a first-class service. We think, talk and act "customer", not tickets.
As an IT Customer Service Analyst, you will:
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Provide high-quality technical support to internal colleagues across the UK via telephone, live chat, email, and self-service channels.
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Diagnose, troubleshoot and resolve a wide range of IT incidents and service requests, escalating where appropriate.
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Remotely connect to user devices to investigate issues and implement fixes.
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Support a variety of technologies including Windows operating systems, Microsoft applications, cloud-based solutions, mobile devices, and hardware.
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Follow established support procedures and knowledge articles while applying logical problem-solving skills to more complex issues.
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Accurately record, manage and update incidents through the IT Service Management system.
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Work within agreed service levels and performance targets, ensuring timely resolution of issues.
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Collaborate with colleagues across the wider IT function to deliver excellent customer outcomes.
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Maintain a high level of attention to detail, reliability and professionalism in all interactions.
Skills & Experience
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Previous experience working within an IT Service Desk, IT Support, Helpdesk, Technical Support or similar IT-focused support environment.
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Excellent customer service skills with the ability to communicate technical information to non-technical users.
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Strong verbal and written communication skills.
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Experience troubleshooting common hardware, software, and user access issues.
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Ability to manage multiple priorities in a fast-paced environment.
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Strong problem-solving skills and a proactive approach to issue resolution.
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High levels of accuracy, attention to detail, and reliability.
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IT Service level Desk employer: Aviva plc
Aviva is an exceptional employer that prioritises the growth and well-being of its employees, offering a competitive starting salary of around £60,000 along with a generous benefits package including a robust pension scheme, private medical benefits, and flexible working options. The collaborative work culture fosters technical excellence and continuous improvement, allowing you to make a meaningful impact while being part of a supportive team dedicated to delivering fair outcomes for customers in challenging situations.
