Vitality, Franchise Service Desk Analyst, London, £Competitive + Bonus + Benefits.
Vitality is an award winning, dynamic and vibrant financial services provider, with a ground-breaking vision for the future, where individuals are enabled to succeed and are rewarded and recognised for their contribution to our business.
Our Franchise Service Desk Analyst will receive a competitive salary plus benefits including;
- Bonus
- A genuine long-term opportunity to grow and establish a long-term career.
- Our award winning private medical insurance.
- A comprehensive flexible benefits scheme.
- Stakeholder Pension Plan with employer contribution.
- Vitality Partners and Rewards
As our Franchise Service Desk Analyst you will provide first and second line technical support to our Vitality Life Franchise users.
Responsibilities as our Franchise Service Desk Analyst include:
- Act as a single point of contact for phone calls and emails from Franchise staff regarding IT issues and queries.
- Receiving, logging and managing calls from users via telephone, email, remote, Onsite and face to face. Maintaining an Asset Database and track changes.
- 1St and 2nd line support - troubleshooting of IT related problems hardware, such as apple devices, Laptops, PCs and Printers.
- Troubleshoot basic network issues such as Network printers issues.
- Escalate unresolved calls to the appropriate support team.
- Log all calls using Service Now
- Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner.
- To maintain a high degree of customer service for all support queries and adhere to all service management principles.
- Provide basic support of MS Office applications, Word, Excel, Outlook, Power Point and Office 365
-Airwatch portal and GoToAssist, Reset passwords, and laptop imaging etc.
- Regular liaising and the building of good relations with the Service Desk and Desktop Engineering teams.
Skills and experience required of our Franchise Service Desk Analyst:
Essential
- 1-2 Years’ recent experience in relevant Service desk or Customer focus.
- Sound IT knowledge
- Previous experience in a similar IT support role.
- Essential skills: Windows 7 and 10, IOS 11, Microsoft Office Suite, Server 2012, Asset Management and Mobile Device Management (MDM)
- Strong communication skills
- Proactive work ethic. Ability to prioritise and work under pressure while taking ownership of issues.
- Ability to work standalone or as part of a team.
- Understanding of ITIL processes – Incident, problem and change and a good knowledge of IT Operations.

Desirable
- Microsoft Office 365 background.
- Familiarity of Service-Now.
- Professional and /or technical qualification; A +, MCP, MCSA, Microsoft certified in relevant areas.
- experience working within the ITIL framework environment.
Working for Vitality as a Franchise Service Desk Analyst you'll experience an exciting mix of creativity and innovation, within a framework of challenging objectives and a passion for delivering the best.
Our people are chosen for their skills, knowledge, enthusiasm and attitude but above all, their belief that anything can be achieved.
Closing Date: Friday 4 May 2022
If you feel you have the skills and experience to become our Franchise Service Desk Analyst please click ‘Apply’ today.