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About Us: Direct Line Group is one of the UK's largest insurance companies and home to some of the best-known brands including Direct Line, Churchill and Green Flag. We're evolving, to be a more digitally-focused data-driven insurance company of the future and your unique talent, skills and ideas can create our success. Like us, you excel at collaboration, exploration and innovation. And like you, we take tech seriously. That's why we're embracing the move to a more digital, flexible world. With constant investment in the newest tools, programmes and equipment for our teams, it all adds up to creating the best possible user experience for customers. And a great career for you. Join us. Own the evolution. What you'll do: You will provide technical assistance and support our Executive Team and ensure that computer hardware, software, access and peripherals are functioning. You will assist with audio-visual equipment and systems to support presentations, meetings, conferences, and other events within an organisation, predominantly through Microsoft Teams Meeting Rooms. You will work as part of the End User Services team and collaboratively work with the wider Support and Engineering teams to identify opportunities for improvement against our products, solutions and processes with a strong focus on automation. This role requires travel from time to time to our DLG offices across the UK to support Executive teams' meetings and onsite work in our London office 3 5 days a week. You will have a schedule for on-call requirement which will be discussed further at the interview. Provide expert technical assistance to Exec Team facing issues with End User computing products, including printers, hardware and software troubleshooting, device setup, configuration, and authentication. Diagnose and assess issues to determine the appropriate solution or service needed. Help connect and configure laptops, mobile devices, and other external sources to display content on screens or through audio systems. Provide input to service management processes as required (e.g. Incident, Change and Problem Management) Conform to existing governance and standards ITIL framework. What we look for: Experienced IT support or a related role Ability to communicate technical information clearly and understandably to non-technical stakeholders Excellent customer-centric communication and interpersonal skills Knowledge of audio-visual software, such as video conferencing platforms and media production software would be desirable but not essential. Strong Microsoft Teams and Teams rooms support knowledge Strong Analytical skills Demonstrable knowledge of End User Computing Platforms and Services Relevant accreditations (e.g. Microsoft Azure Fundamentals, Microsoft 365 EndPoint Administrator, CompTIA A, Microsoft Certified Desktop Support Technician What we'll give you in return: Core benefits include: 9% employer-contributed pension 50% off home, motor, and pet insurance plus free travel insurance and Green Flag breakdown cover Up to 10% annual bonus 25 days holiday (rising by 1 each year to 28) bank holidays and option to buy or sell up to 5 days Additional optional Health and Dental insurance EV car scheme allows all colleagues to lease a brand new electric or plug-in hybrid car in a tax efficient way. Buy as you earn share scheme Employee discounts and cashback Plus many more Ways of Working Our hybrid model way of working offers a 'best of both worlds' approach combining the best parts of home and office-working, offering flexibility for everyone. When you'll be in the office depends on your role, but most colleagues are in 2 days a week, and we'll consider the flexible working options that work best for you. Read our flexible working approach here. We recognise and embrace people that work in different ways so if you need any reasonable adjustments within this recruitment process, please reach out to us and we can discuss how we can support you with this. There's no-one else like you. No-one with the exact same mix of strengths, quirks, skills and thoughts. That's why you could belong here. As part of a team of brilliant individuals, in a place that empowers you to be the best you can be. We're proud of who we are, of what we do, and what every single one of us brings. Join us. Help us keep innovating and putting customers at the heart of everything. To be an insurance company of the future. When we work together, we can all achieve great things. Inspiring, challenging, and supporting each other to aim higher. Together we're one of a kind. Collectively we help every business within our group aim higher. Standing shoulder to-shoulder to stand out in the market, we want to be an insurance company of the future. And with so many areas to choose from, your ambitions are welcome here. See your opportunity to start a career that's varied, distinct and exciting. Visit directlinegroupcareers.com #LI-GY
Company description: Who is Amey? We are at the heart of modern Britain, helping the economy to grow by designing, maintaining and transforming the nation's strategic assets. Our 11,000 people are behind the critical services the country relies on every day. Our unique engineering and operations experience, together with data driven insight from our consulting business, delivers better results for our clients. We are trusted partners of Government both national and local managing assets and complex projects that are vital to the sustainable growth of the country. Job description: Your New Role We have a fantastic opportunity for a 1st Line Service Desk Analyst to join our Group IT Team in Liverpool (Matchworks office). This role offers Hybrid working. The 1st Line Service Desk Analyst plays an important part in providing 1st and 2nd line IT support functions to Amey internal staff and external partners. They provide technical advice and support in relation to all Group IT deployed hardware and software. Logging incidents and requests on behalf of our customers and ensuring compliance with the departments policies and processes. The Service Desk also liaise with our technical resolver groups to ensure the timely resolution of incidents and requests which cannot be fixed at the first point of contact, ensuring that our strict Service Level Agreements are met. Service Desk are the face of IT, and we rely on them to provide outstanding customer service in all aspects of their work. They live by five simple rules: Understand and uphold our IT service commitments. Leave a good impression: Every customer interaction matters. Be transparent: manage demand by setting and meeting expectations. Take ownership: follow up and follow through. Work as a team be supportive, work together and hand on tasks. The standard hours of work are based on 37.5 hours per week Monday Friday. You will be responsible for: Helping build on our image as the friendly and approachable face of IT. Providing outstanding customer service Providing advice and assistance to our customers, partners, and suppliers Being the primary point of contact for all incidents and requests Ensuring detailed and accurate information is captured at the first point of contact. Providing initial troubleshooting and diagnostics capabilities Maintaining our strong first-time fix rates. Ensuring incidents/requests are assigned to the correct technical resolver groups. Prioritising and categorising incidents in line with our existing processes. Assisting in the handling and management of Major Incidents and outages Contributing to our ethos of continuous service improvement Promoting a strong working relationship between the Service Desk, our technical resolver groups, partners, and suppliers Profile description: We want to hear from you if you have: Qualified up to GCSE level (minimum of 5 GCSEs A-C) Experience in working in a busy IT service desk environment Strong Customer service skills and experience Detail orientated Approachable, patient, and friendly Excellent communication skills An awareness of ITIL and common IT functions. An understanding of how IT can help facilitate business goal and objectives. A basic understanding of PC hardware Experience of remote assistance tools, including Microsoft Remote Assistance, RDP and LogMeIn. An understanding of basic networking principle (TCP/IP, DNS, WINS, DHCP). A good working knowledge of the Microsoft Office Suite (2016, O365). A good understanding of Active Directory (On Prem and Azure) Demonstrable experience of delivering outstanding customer service under pressure. Willingness and ability to be SC cleared if required. Desire to learn about Operational Security and how to handle initial investigations and corrective actions. We offer: What we can offer you When you join us, we can offer flexibility, career development, a choice of benefits and support that help you through all life's ups and downs. It's the reason why Investors in People put us among the top 1% of employers and we have a competitive reward and benefits program Career Development - Exceptional development and progression plan Pension Generous Pension scheme which we will contribute to Holidays - Minimum 24 days holiday Bank Holidays Choices - Our flexible benefits scheme is tailored by you, including buying additional annual leave, cycle2work scheme, charity giving and gym membership Save with Amey - Our online voucher portal gives you access to thousands of discounts from leading retailers to help you save on shopping, days out, or nights in. It includes healthcare, free GP service, dental vouchers Social Value - You'll get 2 Community Involvement Days each year to volunteer for a charity of your choice and further opportunities to support fundraising initiatives We embrace difference and support individuals to work in ways that work best for them. We are committed to working sustainably and by working in partnership with the communities we serve, so people and the planet are protected.