IT Service Desk Representative

Phoenix; Telford; On-site; GBP 25,000 - 30,000; Full time

Job summary

Join Phoenix as an IT Service Desk Representative in Telford. This role involves providing exceptional customer service while troubleshooting IT issues. We seek a candidate with strong communication skills and a commitment to customer service, offering a competitive salary and benefits.

Benefits

8% bonus up to 16%

Private medical cover

38 days annual leave

Excellent pension

12x salary life assurance

Career breaks

Income protection

3x volunteering days

Qualifications

• At least 1 year of experience in troubleshooting hardware/software issues.
• Excellent communicator with good organizational and presentation skills.
• Strong commitment to customer service.

Responsibilities

• Act as a single point of contact for IT issues and queries.
• Provide excellent customer service through effective handling of IT calls.
• Monitor and process incoming work into the Service Desk.

Skills

Troubleshooting hardware/software issues

Excellent communication

Organizational skills

Presentation skills

Customer service

Analytical thinking

Education

ITIL Version 4 Foundation Course

Job description

Job Description

We have an incredible opportunity to join us here at the Phoenix Group as an IT Service Desk Representative in our IT Service Desk team. We’ll be hosting a virtual open forum if you would like to hear more about this role and ask any questions.

Job Type: Secondment - 24 months

Location: This will be based in our Telford office

Flexible working: All of our roles are open to part-time, job-share, and other types of flexibility. We will discuss what is important to you and balancing this with business requirements during the recruitment process. You can read more about Phoenix Flex here.

Closing Date: 05/06/2025

Salary and benefits: £25,300 plus 8% bonus up to 16%, private medical cover, 38 days annual leave, excellent pension, 12x salary life assurance, career breaks, income protection, 3x volunteering days, and much more.

Who are we?

We want to be the best place that any of our 6,600 colleagues have ever worked.

We’re the UK’s largest long-term savings and retirement business. We offer a range of products across our market-leading brands, Standard Life, SunLife, Phoenix Life, and ReAssure. Around 1 in 5 people in the UK has a pension with us. We’re a FTSE 100 organisation that is tackling key issues such as transitioning our portfolio to net zero by 2050, and we’re not done yet.

The role

Act as a single point of contact for all channels of communication regarding IT issues and queries. Demonstrate excellent interpersonal & communication skills, ensuring customers and stakeholders of IT receive timely and relevant progress updates against work requests. Provide an excellent level of customer service through effective handling of inbound and outbound IT calls made into and from the ReAssure IT Service Centre. Comply with approved processes and procedures, training notes, and knowledge articles. Develop and maintain high-quality IT skills and knowledge through personal development to enable efficiency improvements and increase first-time fix opportunities at the first point of contact to the IT Service Desk. Demonstrate the ability to work well as part of a team and effectively coordinate tasks across support teams to ensure SLA’s are met. Demonstrate good self-motivation by maintaining a positive and efficient working attitude at all times. Demonstrate an ability to work well under pressure and have an adaptable & positive approach to change. Responsible for monitoring and processing incoming work into the Service Desk within service level agreements and ensure deadlines for other work are met. Demonstrate a flexible approach to working in line with the team’s action plans and working hours rota. Demonstrate good administration and organizational skills. Responsible for updating incidents & service requests promptly and updating customers. Contribute to ensuring adherence to all requirements are delivered in line with ReAssure’s ITGC’s (IT General Controls). Facilitate the operation of the IT Drop-In Centres.

What are we looking for?

The IT Service Desk Representative qualities that we are looking for include at least 1 year of experience in troubleshooting hardware/software issues. As this is a customer-facing role, the applicant must be an excellent communicator with good organizational and presentation skills. The ability to make effective decisions under pressure and think analytically on how best to resolve a problem. A strong commitment to customer service and the ability to communicate in a manner that non-IT literate users understand. Additional desirable attributes include knowledge of service desk operations, achieving or having undertaken the ITIL Version 4 Foundation Course. Ideally, candidates will have worked in a corporate support team with 2-3 years of experience in life and pension support roles.

We Want To Hire The Whole Version Of You

We are committed to ensuring that everyone feels accepted and welcome. Applicants from all backgrounds are encouraged to apply. If your experience differs from what we’ve advertised but you believe you can bring value to the role, we’d love to hear from you. If you require any adjustments to the recruitment process, please let us know so we can help you perform at your best.

Find out more about

Guide for Candidates: thephoenixgroup.pagetiger.com/guideforcandidates

Find or get answers from our colleagues: www.thephoenixgroup.com/careers/talk-to-us

We’ve announced the extension of our strategic partnership with TCS and Diligenta, and our plan to migrate all ReAssure and Aviva customers from the ALPHA platform to TCS’ BaNCS platform. This program will take approximately three years, potentially impacting roles within ReAssure Operations, including some transitioning to Diligenta through TUPE, and others at risk of redundancy. We will do our best to mitigate redundancies and keep all colleagues informed of any impacts during this process.