Key Group
Job title:
IT Service Desk
Company
Key Group
Job description
We believe that helping people unlock a better retirement starts with helping everyone in our organisation unlock their true potential, and thrive.To do that, we’re mindful of staying true to the values that make us who we are, and proud of what we do.Key Group is one of the most exciting, forward-thinking brands in financial services, focused on helping people unlock a better retirement since 1998. Our mission is simple: To be the UK’s leading later life lending company.We are looking to appoint a Digital Service Desk Analyst to join our busy IT department to provide 1st and 2nd line support of all IT services for KR Group and to ensure all systems and documentation are maintained, updated and available as required.Main roles and responsibilities:To demonstrate and continuously embed the company values in every aspect of the role.Provide excellent customer service through phone calls, emails and face-to-face.Ensure all new work is logged as a ticket within out ITSM tool.Ensure the colleagues we support are given frequent updates on ticket progress.Ensure tickets are updated with relevant technical information.Ensuring tickets are resolved in a timely manner.Escalate issues to 3rd line and to the Service Desk Manager when required.Liaise with 3rd party suppliers to resolve issues.Produce knowledge articles for technical and non-technical audiences.Process new starters, leavers and role changes.Ensure potential security concerns and risks are reported to IT Security.Ensure confidentiality is upheld at all times.Be professional, courteous and helpful.Collaborate, share ideas and have fun.To carry out any reasonable instruction commensurate with the role.Key knowledge, skills and experience:Strong Customer Service Sills.Excellent written and verbal communication.Desire to work in a busy 1st/2nd line IT Support team providing telephone and face to face support.Exposure to the majority of, or all of the following; Windows Server, Windows 7/8/8.1/10, Mac OSX, Active Directory, MS Exchange 2010/2013, MS Dynamics CRM (front end), MS Office product knowledge (2010-2013), MS Remote Desktop Services/Terminal Services, PC Hardware and Printer support, Remote support tools such as TeamViewer, HP Device Manager and SCCM Remote Control Viewer, Avaya CS1000 PBX and Nortel IP phones, VMware Horizon, Mobile Device/Smartphone configuration and support, IPAD, Windows Phone, Airwatch.ITIL Foundation qualified or demonstrable experienceExperience or understanding of working within an agile environment.Most of all we look for people who display and work around the core values of our business:Ambitious – to break ground to help our customers enjoy a better retirement.
Supportive – relationships are key to everything we do.
Personal – going above and beyond to offer exceptional service.
Integrity – honest, true and transparent in all of our relationships.
Responsive – whatever the challenge we’ll deliver the right result.
Expert – experts in our field, our thirst for knowledge never stopsBenefits:23 Days holiday plus bank holidays rising to 28 with serviceAdditional holiday purchase scheme1 Charity dayTier 1 pensionSimply HealthLife Assurance
Expected salary
Location
Preston
Job date
Wed, 03 Jul 2024 06:56:15 GMT
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