Colleague Experience Analyst
Overview:
About us
IQUW is a speciality (re)insurer at Lloyd’s (Syndicate 1856) underwriting a diverse range of Property, Commercial and Speciality (re)insurance products from Cargo and Marine to Political Violence, Terror and War. We combine data, intelligent automation and human expertise to make smart decisions, fast.
ERS is the UK's largest specialist motor insurer with an A+ rating. We recognise that for some, motor insurance is more than just a must-have; it's a way of taking care of what stands at the heart of their passion or livelihood. For those people, standard insurance isn't enough.That's why we work exclusively with motor insurance brokers to help get under the skin of the most difficult insurance risks, helping build products to meet their customer’s needs.
The role
As a Colleague Experience Analyst, you’ll play a pivotal role in ensuring exceptional technical support within a busy customer-facing environment. Your responsibilities will encompass a broad spectrum of client technology, both onsite and remotely.
Colleague Experience Analysts work from the London Office 5 days per week to ensure hands-on support is available as required.
Key responsibilities
Technical Support Excellence:
- Provide senior-level technical support for the client desktop environment and associated software products.
- Address incidents, service requests, and tasks within agreed Organisational Level Agreements (OLAs).
- Utilise outstanding customer-focused communication skills to own and manage technical issues, ensuring timely resolution.
Guidance and Mentoring:
- Offer technical guidance and mentorship to the remote support analyst service desk team.
- Foster a collaborative environment where knowledge sharing, and continuous improvement are key to our success.
Device Management:
- Support and build a variety of devices, including Microsoft Windows devices and Apple mobile devices.
- Ensure seamless functionality and optimal performance through regular maintenance of office-based audio-visual kit and MS Teams room devices.
Service Improvement:
- Contribute to nominated initiatives and departmental goals.
- Continuously enhance software, systems, and client technology to elevate the overall user experience.
Escalation Management:
- Review and mitigate escalations promptly.
- Escalate relevant matters when necessary to prevent customer dissatisfaction or operational disruption.
Asset and Knowledge Management:
- Maintain up-to-date asset records within the IT Service Management tool.
- Create technical and end-user knowledge base articles.
- Provide peer and user training, staying abreast of technological advancements.
Policy Adherence:
- Execute policies and processes outlined by departmental management.
- Uphold IQUW values in all interactions, ensuring ethical and professional standards.
Flexibility and Adaptability:
- Be prepared for additional reasonable tasks as required by line management.
- Embrace changing business requirements and adjust responsibilities accordingly.
Qualifications, skills and experience
Certification and Experience:
- MCDST certification or equivalent (preferable but not mandatory).
- Demonstrated ability to act as a technical senior within a team.
- ITIL Understanding:
- Essential understanding of ITIL principles (ITIL qualification preferable).
Expertise in common computing principles and technologies, including:
- PC hardware and software.
- Audio Visual Equipment.
- Printers.
- Networking.
- Microsoft suite.
- Citrix.
- Active Directory.
- Antivirus solutions.
- Microsoft Cloud technologies (Endpoint Manager, Azure).
- Competitive Benchmarked Salary
- 25 days holiday
- Discretionary bonus scheme
- Employee assistance programme
- Annual holiday buy (up to 3 extra days)
- Salary sacrifice benefits
- Annual benefits reviews
- The option for professional qualifications and study support
- A full job description can be seen here.