Service Desk Analyst - L1

you'll provide exceptional customer service to internal and external customers within company guidelines.

you'll make use of customer insights to provide direction for business initiatives

you'll ensure best practice customer initiatives are adopted and applied

you'll provide exceptional customer service to internal and external customers within company guidelines, regulatory obligations and SLA s

you'll ensure all confidential information is handled in accordance with company and partner protocols and procedures

you'll ensure high levels of customer relationship management are maintained

you'll Ensure all contact and interactions are of the highest standards (written/phone/face to face), communicating clearly and appropriately to all stakeholders

you'll collaborate and provide regular reporting and updates with key stakeholders across the Cover-More Group

you'll ensure all communication is in line with the delivery of our Brand Promise to all stakeholders

you'll have either relevant IT qualifications/certifications (IT Degree, Certificate 3 or 4 in IT, MCP, MCITP, A+) or proven experience in a Service Desk / Operations is preferred

you'll Minimum 5 years of experience with or an understanding of Windows Operating Systems, Active Directory + Azure Directory, Exchange + M365 Solution, AWS + AWS Workspace, Networking principles, Critical Incident Management

you'll be working with remote support tools in a 24*7 set up

you'll be using ticket management systems such as ServiceNow, JIRA.

you'll use Desktop applications such as Adobe Reader, Microsoft Office etc

you'll have good to know about PS Scripts,

you'll show Active interest in developing your own technical ability

Self-reliant and able to research own solutions

Good communication both verbal and written

Flexible and willing to assist with team tasks

Mediclaim insurance cover in case of any health emergency

Coverage under group personal accident insurance

Flexible and compressed work weeks and hybrid working options.

Generous range of paid leave 21 annual leave days, 6 sick leave days, 12 public holidays

An extra day off for you to take on your birthday or your annual work anniversary.