Colleague Care Analyst - Assistant Manager

We are looking for a Colleague Care Analyst to champion the delivery of exceptional customer service to AXA XL colleagues. You will be acting as both a point of escalation for colleagues, to accelerate the resolution of open issues, and also acting proactively to prevent poor colleague service experiences, the colleague care analyst is dedicated to improving the overall colleague experience of Global Technology.

In this operational, customer facing role, you will have the capability and the authority to navigate the whole of Global Technology, negotiating and collaborating both retained and 3rd party resolver teams to expedite issues and deliver positive service outcomes on behalf of the customer. Working as part of the regionally distributed colleague care team, you will be managing the end-to-end delivery of new IT services for New Hires to meet or exceed agreed timescales. As a Colleague Care Analyst you will identify and champion service improvement opportunities for processes, tools and communication channels that impact the delivery of IT services to colleagues.

DISCOVER your opportunity

What will your essential responsibilities include?

Act as a point of contact for colleague escalations, providing outstanding service in all colleague interactions.

Take ownership of colleague service failures and failing issues until a successful outcome is achieved.

Own escalations from the Service Desk of potential SLA breaches involving other resolver teams.

Communicate with Service Managers where necessary to ensure that escalated issues have proper visibility amongst the Service Management team.

Work directly with AXA XL suppliers to prevent ticket resolution failure.

Identify cross-supplier process failure to Service Control for root cause investigation.

Monitor, raise and update ServiceNow tickets as necessary.

Actively monitor and address aging tickets and tickets on the threshold of exceeding SLA.

Update knowledge management system as necessary.

Identify service improvement opportunities to key service management stakeholders.

Work with Incident and Problem management teams on individual proactive and reactive issues as necessary.

Contribute to the New Hire onboarding process, owning the overall delivery of New Hire IT services and communicating directly with new colleagues on their first day with AXA XL.

Manage and provide a heightened level of support for VIP issues, tracking issues through resolution and communicating directly with VIP colleagues on resolution status.

Contribute to and promote a culture of outstanding service while delivering an excellent colleague experience across all areas of IT engagement.

Engage in formal and informal knowledge transfer.

Act as a Service Desk Agent in the event of a business continuity incident if required.

You will report to the Manager- Colleague Care.

SHARE your talent

Were looking for someone who has these abilities and skills:

Required Skills and Abilities:

Relevant years of experience in a Help Desk/Service Desk or Customer Service role.

Relevant years of IT service experience.

Outstanding customer service skills and a customer first mentality are a must.

Excellent understanding of the IT support structure and the ability to navigate it to provide high quality service.

Effective understanding of IT principles and a thorough comprehension of the scope of service provided by each IT function.

Excellent technical knowledge and working experience with Microsoft products including email, Client, Server, Network and Telephony technologies, Mobile Computing, Directory Services, and overall understanding of infrastructure, desktop, and applications technologies and architecture.

Effective verbal and written communication skills across teams and levels of organization with the ability to build effective relationships with key stakeholders, and clearly articulate plans and expected results and benefits.

Ability to think outside the box and offer creative solutions to resolving complicated issues.

Must be professional, innovative, empathetic and enjoy working with people; critical thinking, creativity, and self-directed judgment are expected.

Keen organizational skills with a excellent sense of urgency and the capacity to prioritize without formal directives.

Ability to work in a fast paced, high pressure work environment.

Excellent ability to multi-task and work on tasks and projects while being interrupted by usersand colleagues requesting support; ability to constantly re-prioritize tasks is a must.

Bachelor's degree or relevant experience required.

Desired Skills and Abilities:

ITIL Foundations Certification a plus.