- 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.
Role Overview
The 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.
- 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.
- At least 1 years’ experience in a related technical support role.
- Fully proficient in German
- 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.
Canada Life Group is the top-level European holding company for Great-West Lifeco’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, as well as Central Technology Services - Europe. European Technology supports the business strategy and collaboration of technology across all European divisions. There are multiple IT units within European Technology, each with its own individual set of technology platforms.
European Technology has evolved significantly and is now focused on bringing market-leading speed, agility, cost efficiency, and risk mitigation to enable the delivery of strategies across the European businesses. To meet these challenges, a new strategy has been established, driving forward our commitment to innovation and excellence.
CLGS supports Equal Opportunity and is regulated by the Central Bank of Ireland.
