IT Service Level Desk Support

This is an exciting opportunity for an experienced IT Support professional to join a busy and dynamic IT Service Desk team on an initial 6-month temporary basis. You will provide first-line technical support to internal colleagues, resolving a wide range of IT issues and service requests while delivering an excellent customer experience.

The role offers the opportunity to further develop your technical skills within a large enterprise environment and gain exposure to a broad range of technologies, systems, and support processes.

A Bit About the Job

At Aviva, we’re committed to providing a first-class service. We think, talk and act “customer”, not tickets.

As an IT Customer Service Analyst, you will:

• Provide high-quality technical support to internal colleagues across the UK via telephone, live chat, email, and self-service channels.
• Diagnose, troubleshoot and resolve a wide range of IT incidents and service requests, escalating where appropriate.
• Remotely connect to user devices to investigate issues and implement fixes.
• Support a variety of technologies including Windows operating systems, Microsoft applications, cloud-based solutions, mobile devices, and hardware.
• Follow established support procedures and knowledge articles while applying logical problem-solving skills to more complex issues.
• Accurately record, manage and update incidents through the IT Service Management system.
• Work within agreed service levels and performance targets, ensuring timely resolution of issues.
• Collaborate with colleagues across the wider IT function to deliver excellent customer outcomes.
• Maintain a high level of attention to detail, reliability and professionalism in all interactions.

• Previous experience working within an IT Service Desk, IT Support, Helpdesk, Technical Support or similar IT-focused support environment.
• Excellent customer service skills with the ability to communicate technical information to non-technical users.
• Strong verbal and written communication skills.
• Experience troubleshooting common hardware, software, and user access issues.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong problem-solving skills and a proactive approach to issue resolution.
• High levels of accuracy, attention to detail, and reliability.