Job Description
We have an incredible opportunity to join us here at the Phoenix Group as a IT Service Desk Representative in our IT Service Desk team We’ll be hosting a virtual open forum on f you would like to hear more about this role and ask any questions.
Job Type: Secondment- 24 months
Location: This will be based in our Telford office
Flexible working: All of our roles are open to part-time, job-share and other types of flexibility. We will discuss what is important to you and balancing this with business requirements during the recruitment process. You can read more about Phoenix Flex here.
Closing Date: 05/06/2025
Salary and benefits: £25,300 plus 8% bonus up to 16%, private medical cover, 38 days annual leave, excellent pension, 12x salary life assurance, career breaks, income protection, 3x volunteering days and much more
Who are we?
We want to be the best place that any of our 6,600 colleagues have ever worked.
We’re the UK’s largest long-term savings and retirement business. We offer a range of products across our market-leading brands, Standard Life, SunLife, Phoenix Life and ReAssure. Around 1 in 5 people in the UK has a pension with us. We’re a FTSE 100 organisation that is tackling key issues such as transitioning our portfolio to net zero by 2050, and we’re not done yet.
The role
Act as a single point of contact for all channels of communication regarding IT issues and queries .Demonstrate excellent interpersonal & communication skills, ensuring customers and stakeholders of IT receive timely and relevant progress updates against work requests. Provide an excellent level of customer service through effective handling of inbound and outbound IT calls made into and from the ReAssure IT Service Centre. Comply with approved processes and procedures, training notes and knowledge articles. Develop and maintain high quality IT skills and knowledge through personal development to enable efficiency improvements and increase first time fix opportunities at the first point of contact to the IT Service Desk. Demonstrate ability to work well as part of a team and effectively coordinating tasks across other support teams to ensure SLA’s are met. Demonstrate good self motivation by maintaining a positive and efficient working attitude at all times. Demonstrate an ability to work well under pressure and have an adaptable & positive approach to change. Responsible for monitoring and processing incoming work into the Service Desk within service level agreements and ensure deadlines for other work are met. Demonstrate a flexible approach to working in line with the team’s action plans and working hours rota. Demonstrate good administration and organisational skills. Responsible for updating incidents & service requests promptly and updating customers. Contribute to ensure adherence to all requirements are delivered in line with ReAssure’s ITGC’s (IT General Controls). Facilitate the operation of the IT Drop In Centres.
What are we looking for?
The IT Service Desk Representative qualities that we are looking for is someone with at least 1 year’s experience in the following areas: Troubleshooting hardware / software issues. As this is a customer facing role the applicant must be an excellent communicator with good organisational and presentation skills. The ability to make effective decisions under pressure and think analytically on how best to resolve a problem.
Have a strong commitment to customer service and be able to speak in a manner that allows non IT literate users understand the issue. Additional desirable attributes include knowledge of service desk operations, achieving or have undertaken the ITIL Version 4 Foundation Course. Someone who has worked in a corporate support team with ideally 2-3 years life and pension experience.
We Want To Hire The Whole Version Of You.
We are committed to ensuring that everyone feels accepted and welcome applicants from all backgrounds. If your experience looks different from what we’ve advertised and you believe that you can bring value to the role, we’d love to hear from you.
If you require any adjustments to the recruitment process, please let us know so we can help you to be at your best.
Find out more about
Guide for Candidates: thephoenixgroup.pagetiger.com/guideforcandidates
Find or get answers from our colleagues: www.thephoenixgroup.com/careers/talk-to-us
We’ve announced the extension of our existing strategic partnership with TCS and Diligenta, and our intention to move all ReAssure and Aviva customers from the ALPHA platform to TCS’ BaNCS platform. As well as the migration to a new technology platform, we will also transition the provision of our customer administration to Diligenta.
This programme is likely to take around three years to complete. There will be some impacts on roles within ReAssure Operations including some roles transitioning to Diligenta through a TUPE transfer, and other being at risk of redundancy, although we’ll do all we can to mitigate compulsory redundancies.
We’re still looking for talented individuals to join us and will continue to keep all colleagues informed of any direct impacts as we move through this process.
A small number of ReAssure Operations roles and any continuing activities from these areas will move into the wider Phoenix Group. We will also continue to run and maintain ALPHA and the control processes around it through until the last migration, and there will be substantial activity to support Diligenta in understanding our systems, products and processes. Accordingly, many roles will continue through the migration period.
