Description
Job Title: Business Service Desk Analyst
Location: Remote
Salary/Rate: Up to £266 per day Inside IR35
Start Date: Immediate
Job Type: 6 Month Contract
Company Introduction
We have an exciting opportunity now available with one of our leading financial consultancy clients! They are currently looking for an experienced Business Service Desk Analyst with previous experience in the Financial services/London Markets arena
Job Responsibilities/Objectives
You will be working within the Managed Service team, working with clients within the London Markets Insurance sector.
Performance against SLA for ticket handlingHandle Service Desk support queries from clients/brokers/insurers in a professional and courteous manner via email and over the phoneDemonstrate working practices aligned to ITIL Service Management principlesEnsure incidents and requests are accurately logged, triaged, assigned, tracked and responded to in a timely manner, in line with agreed SLA/KPI targets, provision of timely communications and maintenance of ownership until closureEnsure that incidents and requests are resolved efficiently with minimal business disruption maintaining high levels of customer satisfactionIdentify and escalate repeat issues or service risks following approved operational processesMaintain and develop own knowledge and skills to assist with first-time fix resolutionHave the ability to work independently and take initiative to respond to changing situations and priorities with a high sense of ownership, urgency and driveBuild relationships to understand what the client/broker/insurer really needs, identifying areas for improvement and removing blockersHave the autonomy and responsibility to coordinate with all areas of the business to resolve the situation for the client, so you'll be a proactive person eager to get involved with other teams to make things happen and take actionProvide assistance to and share knowledge with team colleagues, maintaining the team Knowledge BaseRequired Skills/Experience
Customer service skillsProactivity when dealing with ticketsExperience working in a Service Desk Analyst role within the London Markets sector.Must be able to demonstrate a client-first approach to support with excellent interpersonal skillsThe ability to liaise and communicate confidently and professionally with client representatives at all levelsNatural aptitude for troubleshooting and problem solvingAbility to effectively prioritise, estimate, plan and complete workload to meet deadlinesBe able to work well with others and effectively communicate with colleaguesStrong written and verbal communication and presentation skillsBe willing to learn and progress with relevant industry exams to increase knowledge over timeExperience of working in a customer service environment, call centre or service deskLondon Markets Insurance Essentials (LM1) qualificationIf you are interested in this opportunity, please apply now with your updated CV in Microsoft Word/PDF format.
Disclaimer
Notwithstanding any guidelines given to level of experience sought, we will consider candidates from outside this range if they can demonstrate the necessary competencies.
Square One is acting as both an employment agency and an employment business, and is an equal opportunities recruitment business. Square One embraces diversity and will treat everyone equally. Please see our website for our full diversity statement.
