Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Provide first-line technical support and manage service requests for users.
- Company: Join Vitality, a top-rated UK insurance brand focused on health and happiness.
- Benefits: Enjoy bonuses, a generous pension, health insurance, and life assurance.
- Why this job: Be part of a dynamic team that values your input and supports your growth.
- Qualifications: A good standard of education and previous IT support experience are essential.
- Other info: Flexible working options and a commitment to diversity and inclusion.
The predicted salary is between 30000 - 42000 ÂŁ per year.
Vitality, Bournemouth, England, United Kingdom
Team –
IT Operations
Working Pattern –
Office based, 4-5 days per week in the Bournemouth or Stockport Vitality Offices. Full time, 35 hours per week.
Top 3 skills needed for this role
- Experience working with an ITSM tool
- Very strong verbal communication skills
- To be able to handle multiple tasks at once to meet deadlines and solve problems
What this role is all about
Join our dynamic IT Service Desk team at Vitality, where you\’ll be the first point of contact for technical support across the business. As an IT Service Desk Analyst, you\’ll play a crucial role in delivering exceptional 1st line support to internal stakeholders, VIPs, and external partners. From resolving technical issues to managing service requests, you\’ll be at the heart of keeping our systems running smoothly and our users supported.
This is a fast‑paced, customer‑focused role where your ability to troubleshoot, communicate clearly, and manage priorities will make a real impact. You\’ll also contribute to continuous service improvement and help shape the future of our IT support function.
Key Actions
- Accurately record and manage incident and request tickets in the Service Desk using the relevant ITSM tools, meeting agreed SLA’s and KPI’s.
- Allocate incidents and requests to the correct resolver groups when first‑line resolution is not possible.
- Escalate issues as appropriate according to published procedures.
- Understand business needs to provide exceptional customer service to users.
- Regularly update open tickets in the ITSM tools and keep the customer base informed.
- Contribute to service improvements by recommending changes to systems and processes and owning some improvement opportunities.
- Provide technical and user support to meet Service Desk requirements.
- Participate in project‑based work and other departmental activities, including routine procedures and incident management.
What do you need to thrive
- Previous call centre or Service Desk/IT support experience.
- A good listener, with the ability to communicate technical issues and resolutions to people of varying technical levels.
- Demonstrable track record of delivering consistently high levels of telephone‑based service, preferably in a regulated environment.
- Positive attitude at all times and customer‑focused behaviour.
- Strong team player, punctual and reliable.
- Experience working within deadlines and KPI’s in a high‑pressure environment.
- High degree of accuracy and attention to detail in all tasks.
- Ability to work varying shifts, including weekends and on‑call responsibilities on a rota basis.
- Resilience.
So, what’s in it for you
- Bonus Schemes – a bonus that regularly rewards performance.
- Pension – up to 12 %; we will match contributions up to 6 % of salary.
- Vitality health insurance – award‑winning, with its own set of rewards and benefits.
- Life Assurance – four times annual salary.
These are just some of the many perks that we offer. To view the extensive range of benefits we offer, please visit our careers page. Fantastic Benefits. Exciting rewards. Great career opportunities!
Our promise to you if you join Vitality
- Help you to be the healthiest you’ve ever been.
- Create an environment that embraces you as you are and enables you to be your best self.
- Give you flexibility on how, where and when you work.
- Help you advance your career by playing to your strengths.
- Give you a voice to help our business grow and make Vitality a great place to be.
- Give you the space to try, fail and learn.
- Provide a healthy balance of challenge and support.
- Recognise and reward you with a competitive salary and amazing benefits.
- Be there for you when you need us.
- Provide opportunities to be a force for good in society.
We commit to all these things because we want you to feel that you belong, and are supported to be happy and healthy.
Seniority level
Entry level
Employment type
Full-time
Job function
Information Technology
Referrals increase your chances of interviewing at Vitality by 2Ă—.
#J-18808-Ljbffr
IT Service Desk Analyst employer: Vitality
Contact Detail:
Vitality Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land IT Service Desk Analyst
✨Tip Number 1
Familiarise yourself with common ITSM tools like ServiceNow or Jira. Being able to demonstrate your experience with these platforms during the interview will show that you can hit the ground running.
✨Tip Number 2
Practice your verbal communication skills by explaining technical concepts to friends or family who may not be tech-savvy. This will help you articulate solutions clearly to users of varying technical backgrounds.
✨Tip Number 3
Prepare for situational questions by thinking of examples where you've successfully managed multiple tasks under pressure. Highlighting your ability to prioritise and solve problems will resonate well with the hiring team.
✨Tip Number 4
Research Vitality's values and culture to align your answers with their mission. Showing that you understand and share their commitment to health and well-being can set you apart from other candidates.
We think you need these skills to ace IT Service Desk Analyst
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience, especially with ITSM tools and customer service roles. Use keywords from the job description to demonstrate that you meet the requirements.
Craft a Strong Cover Letter: In your cover letter, emphasise your verbal communication skills and ability to handle multiple tasks. Provide specific examples of how you've successfully resolved technical issues in previous roles.
Showcase Problem-Solving Skills: In your application, include instances where you've effectively managed deadlines and solved problems under pressure. This will show that you can thrive in a fast-paced environment.
Highlight Teamwork and Reliability: Mention your experience as a team player and your punctuality. Vitality values reliability, so providing examples of how you've contributed positively to a team will strengthen your application.
How to prepare for a job interview at Vitality
✨Showcase Your ITSM Experience
Make sure to highlight any experience you have with IT Service Management (ITSM) tools during the interview. Be prepared to discuss specific instances where you've used these tools to manage incidents or service requests effectively.
✨Demonstrate Strong Communication Skills
Since this role requires excellent verbal communication, practice explaining technical concepts in simple terms. You might be asked to describe how you would assist a non-technical user, so think of examples that showcase your ability to communicate clearly and effectively.
✨Prepare for Multi-tasking Scenarios
Expect questions about how you handle multiple tasks under pressure. Prepare examples from your past experiences where you successfully managed competing priorities, especially in a fast-paced environment like a service desk.
✨Emphasise Customer Service Orientation
Vitality values exceptional customer service, so be ready to share examples of how you've gone above and beyond to support users. Discuss your approach to understanding user needs and how you ensure a positive experience for them.
