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Service Desk Analyst

Markel
Job LocationLeeds
EducationNot Mentioned
SalarySalary negotiable
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent , full-time

Job Description

IT Service TechnicianLeeds£ Competitive + Bonus & BenefitsDo you have an interest in IT and are looking for a chance to initiate your careerThis is a great opportunity to join the Markel IT team and develop your skillset and continue to improve your knowledge.In this role you will provide support for all employees of Markel Corporation and its subsidiaries by responding to inbound calls, chat and web tickets. Will provide educational support as well as break/fix resolutions, or route issues according to detailedguidelines to other teams. Position requires the use of technical troubleshooting, communication, and customer service skills.What youll be doing:

  • Resolve issues surrounding computer hardware, software, network, and telecommunications systems while demonstrating expertise in customer service and technical knowledge
  • Must be flexible and able to work within a 24x7x365 support environment - this vacancy is for a Monday-Friday 9am-5pm position.
  • Receives inbound customer contacts via various channels (phone, chat, web)
  • Records, maintains and updates records in the Service Management ticketing system, and follows knowledge database for troubleshooting and procedural guidelines.
  • Routes tickets for issues which cannot be resolved at the service desk (First Call Resolution) to the appropriate resolving groups
What were looking for:
  • Proven working experience in providing help desk support or customer services
  • Working knowledge of help desk software, databases and remote control would be beneficial
  • Passionate about continuously learning and able to quickly adapt and pivot to win in dynamic environment
  • Must be flexible and able to manage multiple tasks and priorities on very tight deadlines.
  • Ability to work independently and in collaboration with others to deliver a high level of success
  • Good interpersonal skills and enthusiastic to find ways to make customers productive. Strong oral and written communication skills are needed.
  • Associates degree or 1 year of experience in a technical field or customer service environment.
  • Certified Help Desk Professional, MCP, MCSE, A+, or certificate in related subject area, ITIL Foundation V3 or V4 Certification are all beneficial but not a must.
About Markel:Avencia Consulting are an RPO who provide a recruitment service to our client Markel International.Markel Corporation (NYSE - MKL) a fortune 500 company with over 60 offices in 20+ countries, is a holding company for insurance, reinsurance, specialist advisory and investment operations around the world.In each of our businesses, we seek to deliver innovative products and adaptable customer service so that we can be a market leader. Our time horizon is long-term, our approach is disciplined, and our focus is on continuously improving the quality of thecustomer experience.What we hope youll do next:Choose Apply now to fill out our short application, so that we can find out more about you.Were an equal opportunity employer, which means well consider all suitably qualified applicants regardless of gender identity or expression, ethnic origin, nationality, religion or beliefs, age, sexual orientation, disability status or any other protectedcharacteristic.We recruit and develop our people based on merit and their passion and were committed to creating an inclusive environment for all employees.We are a Disability Confident Committed employer which means we want to ensure that you have a positive experience applying for a role at Markel and are able to perform at your best. If there are any adjustments we can reasonably make to ensure that theprocess is accessible for you at every stage please contact us on:

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