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1st Line Analyst

Business Role Type
Business Support Role
Business Support Departments
IT
Location
Cardiff
External Closing Date
15/02/2019

This vacancy has now expired, and is not accepting any new applications.

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Role Overview

You will be the first point of contact for internal customers seeking assistance and must have a strong customer focus and be passionate about delivering an excellent customer service experience, while taking high-volume calls, as well as having a good technical knowledge.

Main Duties

  • Acting as the first point of contact for support calls
  • Log service incidents and provide first line resolution to the business wherever possible.
  • Maintain responsibility for the end-to-end lifecycle of a service desk call from initial receipt through to resolution and closure
  • Ensure the effective assignment and escalation of incidents to other areas of the Service Area
  • Prioritise, manage and perform under pressure to meet SLA’s
  • Respond to major incidents making sure that they are logged and progressed including communication

Skills/Requirements

  • Experience of dealing with customers in a similar phone-based environment
  • Experience in resolving technical issues (hardware/desktop/mobile devices or software)
  • Experience of using Microsoft packages such as Microsoft Office (365), Windows 7 and 10
  • Strong troubleshooting and problem-solving skills
  • Ability to plan and prioritise work load without supervision
  • Ability to document processes and procedures in a clear, concise and logical manner

Candidate

  • Outstanding customer service skills, able to communicate effectively with a wide variety of people in a professional manner
  • Previous experience within a technical ServiceDesk environment including first time resolution
  • Knowledge of the ITIL framework desirable
  • A strong desire and focus on continued improvements and personal development

This is not a full definition of the role but covers the main aspects and drivers for success.

About Admiral

As the only FTSE 100 Company in Wales and ranked by the Sunday Times as the 3rd best big company to work for in 2018, Admiral is an exciting place to begin, or continue your career

Since launching in 1993, Admiral has grown from being a small start-up to becoming one of the UK’s largest car insurance providers. Our history is one of amazing growth and inspired innovation.

We’re proud to be an entrepreneurial workplace with a start-up mentality. Admiral is constantly innovating and launching new products, services and markets both here in the UK and overseas, such as our consumer credit loans business and Veygo. We now operate across eight countries with a diverse product portfolio. Whilst our business has changed dramatically over the years, there’s one thing that’s remained the same: our working culture.

Admiral’s success goes hand-in-hand with having a strong people focussed culture. Our philosophy is a simple yet effective one: “People who like what they do, do it better”.  We now have over 10,000 employees, who are right at the heart of our success. We put a lot of effort and investment into making sure our organisation is a happy and supportive place to work, where challenge and career development are encouraged and fun is never frowned upon.  Admiral has an honest, open culture that’s wholeheartedly focused on four key areas: communication, equality, reward & recognition, and fun.

The Recruitment Officer looking after this role is Laura Pengilly. If you’d like to know any more about the position, please feel free to drop her an email laura.pengilly@admiralgroup.co.uk or give her a call on the Recruitment Line - 0800 118 1619.

 

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