Information Technology Service Desk

Aviva; York and North Yorkshire; Hybrid; GBP 20,000 - 28,000; Full time

Benefits offered by this job

Hybrid working

Job summary

Aviva is seeking an experienced IT Support professional to join the IT Service Desk for an initial 6-month temporary basis. You will deliver first-line technical support to internal colleagues across the UK, resolving a wide range of IT issues and service requests with a strong focus on customer experience.

The role offers exposure to a large enterprise environment, working with Windows, Microsoft apps, cloud-based solutions and mobile devices.

Qualifications

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

Responsibilities

• Provide high-quality technical support to internal colleagues across the UK via telephone, live chat, email, and self-service.
• Diagnose, troubleshoot and resolve 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 procedures and knowledge articles to resolve issues.
• Record and manage incidents through the ITSM system.
• Work within service levels and performance targets for timely resolution.
• Collaborate with IT colleagues to deliver excellent customer outcomes.
• Maintain attention to detail, reliability and professionalism in all interactions.

Skills

IT Service Desk

Customer service

Communication skills

Problem-solving

Multitasking

Tools

Windows OS

Microsoft Applications

Cloud-based Solutions

Mobile Devices

Job description

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 processe

s.
A Bit About the

Job

At Aviva, we're committed to providing a first-class service. We think, talk and act "customer", not tick

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

ons.
Skills & Exper

• iencePrevious experience working within an IT Service Desk, IT Support, Helpdesk, Technical Support or similar IT-focused support environ
• ment.Excellent customer service skills with the ability to communicate technical information to non-technical u
• sers.Strong verbal and written communication sk
• ills.Experience troubleshooting common hardware, software, and user access is
• sues.Ability to manage multiple priorities in a fast-paced environ
• ment.Strong problem-solving skills and a proactive approach to issue resolu
• tion.High levels of accuracy, attention to detail, and reliabi

lity.
What We

• OfferOpportunity to play a key role in a major post‑acquisition integration initi
• ative. Exposure to senior stakeholders and strategic decision‑m
• aking.Collaborative, supportive environment with strong emphasis on delivery excel
• ence.Hybrid working and competitive ben

cation.
We’re inclusive and welcome everyone – we want applications from all backgrounds and expe

riences.Excited but not sure you tick every box? Even if you don’t, we’d still encourage you t

o apply.We also consider all forms of flexible working, including part‑time and job‑share

options.We flex locations, hours and working patterns to suit our customers, the business and you. Most of our people smart‑work, spending at least 50% of their time in an Aviva office ea