Service desk Analyst

Management Level

H

Company Overview

EQ Retirement Solutions is transforming the retirement and pensions markets with leading administration and technology solutions. With over 1200 employees globally, 189 years of knowledge and 11 million pension scheme members and policyholders, we are here to help people plan for a confident financial future by delivering innovative, reliable and customer-focused retirement services. Our teams are driven by a shared commitment to excellence, collaboration and making a real impact to the lives of our clients and customers.

Core Duties/Responsibilities

 

• Monitoring our client helpdesk, Monday to Friday: 1st role - 10am – 6pm, UK Time2nd role – 7am – 3pm, UK Time Occasional weekends for both.
• Providing 1st line acknowledgement and responses on all tickets.
• Providing 1st Line support, troubleshoot and diagnose issues.
• Contribute to the completion of the team’s workload and reports.
• Share weekend duties with the team when required on IT maintenance weekends.
• Test that client environments are working as expected.
• Receive and complete services requests for client support.
• Further improve own skills as knowledge within the team taking opportunities to identify area for improvement to processes and service.
• View the portal, queues, reports and SLA metrics within a service project

 

Skills, Knowledge & Experience:

 

 

• Proven record of excellent quality and productivity.
• Good experience in Jira Service Desk tool.
• Uses clear and concise speech to communicate effectively and confident in delivery to others.
• Produces accurate and legible written work at all times.
• Great customer service and communication skills
• Excellent attention to detail
• Excellent attendance and timekeeping
• Uses straightforward personal planning to organise own work effectively.
• Supports the Team Leader in the daily management of the helpdesk.
• Knows where to find things and adheres to deadlines.
• Experience in a similar role is preferred.
• Willingness to work extended hours or away from home base when required.

 

 

Essential Qualities:

 

• Be approachable and responsive to colleagues and users and have an open-minded and constructive approach to problem solving.
• Demonstrate effective and probing appraisal of situations. To consult with relevant parties in resolving issues.
• Be self-motivated, demonstrating tenacity and objectivity in problem solving to get the job done effectively.

 

Performance Measures:

 

• Timely completion of own work / contribution to team workload
• Meeting targets for accuracy, quality, volume and agreed service levels
• Satisfactory resolution of queries
• Adherence to procedures and regulations
• Contribution to continuous improvement
• Ongoing development of own knowledge and skills
• Demonstrate willingness to contribute to team beyond own immediate tasks
• Quality of support given to colleagues
• Development of technical knowledge and skill
• Contribution to target achievement and team goals
• Successful delivery of task

 

Benefits:

 

Being a permanent member of the team at EQ you will be rewarded by our company benefits, these are just a few of what is on offer:

• 3 days of additional leaves on & above statutory requirement along with 2 days of voluntary leaves to pursue the CSR initiatives  
• Business related certification expense reimbursement
• Comprehensive Medical Assurance coverage for dependents & Parents
• Cab transport for staff working in UK & US shift
• Accidental & Life cover 3 times of concerned CTC

We are committed to equality of opportunity for all staff and applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships. Please note any offer of employment is subject to satisfactory pre-employment screening checks.