Support Specialist – Customer Services

Job title:

Support Specialist – Customer Services

Company

Irish Life

Job description

• Full Time Permanent position
• Hybrid role based in our City Centre offices

What we offer
We have embraced a hybrid working model for most of our positions, which means that you can enjoy a balanced approach of working from home for part of the week and working from the office for the remainder of the week.We offer a comprehensive benefits package including competitive salaries and bonuses, robust Learning and Development support, excellent Defined Contribution pension and comprehensive Wellbeing initiatives and support to name but a few.Further details on our benefits package can be accessed hereRole OverviewThe role is responsible for first line support to business users across Europe through webchat, online and phone channels. The Service Desk Analyst will manage incident recording, alerting, classification, investigation, resolution and assignment to second level teams, as well as the administration of the knowledge base management system.
Reporting to the Service Desk Manager, the role is part of the Service Centre which comprises the Service Desk and End User Technology teams who provide 1st and 2nd line IT support services across the group.What you will help us to achieve

• Perform incident management on supported products and services.
• Provide first line support to business users via webchat, phone and online channels.
• Perform triage, resolve incidents and respond to queries on PC’s, laptops, printers, mobile devices, and email and business applications.
• Drive technical content and departmental procedures to the knowledge base.
• Adhere to agreed service levels and promote quality measures.
• Maintain accurate records of incident and request progress and resolution.
• Take responsibility for departmental functions or initiatives as directed.

What you will need to be successful in the role

• At least 1 years’ experience in a related technical support role.
• IT, Computer Science or Business qualification.
• Excellent inter-personal skills.
• Good problem solving and troubleshooting skills.
• Good working knowledge of IT business technologies; networks, servers, Windows operating system, PC hardware, Microsoft 365, MS Office and major shrink wrap business applications.
• Experience of an ITSM ticketing tool such as ServiceNow.
• Motivated to deliver a first-class customer service.
• Handles challenges and difficult situations positively.
• Willingness to learn and develop new skills.
• Proven ability to self-manage and report on workload.

Key CompetenciesDelivering Superior Customer SatisfactionProblem Solving & Decision MakingCommunication & InfluencingTeam Working & Cross Functional CollaborationPlanning & OrganisingAbout us
Canada Life Group is the top-level European holding company for the Great-West Lifeco Group’s European insurance, reinsurance, and asset management companies, with business operations in the UK, Ireland, Germany, and the Isle of Man.European Technology sits within Canada Life Group and encompasses the technology community across all European entities, Irish Life Group, Canada Life UK, Canada Life Europe, and Central Technology Services. European Technology supports the business strategy and collaboration of technology across all European divisions.There are multiple IT units within European Technology, each of which has its own individual set of technology platforms. Central Technology Services (CTS) provides IT infrastructure and security operations services to Europe.The company reserves the right to draw up a shortlist as part of the selection process. Where Agency assistance is required the Canada Life Recruitment Team will engage directly with suppliers. Unsolicited CVs / profiles supplied to Canada Life by Recruitment Agencies will not be accepted for this role.Canada Life Group Services is proud to be an Equal Opportunities employer. We have created an environment of inclusion and growth to help people achieve their potential, to ensure they can bring their whole selves to work and to feel valued. We celebrate diversity of thought and perspective and want all of our employees to feel valued, respected and supported.We have built a culture that promotes equality and inclusion for all of our current and future employees and strive to ensure that our behaviours, processes and practices are aligned to this culture.If you require any accommodations during the recruitment process please contact lifecareers@irishlife.ie and we will be delighted to ensure you are fully supported to be your best.CLGS supports Equal Opportunity and is regulated by the Central Bank of Ireland.

Expected salary

Location

Dublin

Job date

Sat, 15 Feb 2025 05:01:30 GMT

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