Analyst, Business Service Desk Agent, Deloitte Digital

at  Deloitte

REQ #

14943
Job description

CONNECT TO YOUR INDUSTRY

Part Business. Part Creative. Part Technology. One hundred per cent digital. At Deloitte Digital, we connect creativity with technology for business.
Bringing empathy, ideas, and experience into digital transformation. Together with all of Deloitte, we create connections across the breadth of our people, organisation, and ecosystems to make an impact that matters to our clients and to society. We’re a new type of creative digital consultancy that fuses strategy, tech and design to identify where businesses need to be, then get them there.
Fast. Want to help us shape the future? We’re looking for experienced practitioners from a consulting, design, tech or business background who can show our clients what’s next, then work with our mixed-discipline team to make it happen.
As part of our Consultancy practice, your career with Deloitte Digital can take multiple paths. Including: customer and channel strategy, customer experience design, designing new service capabilities and operations, mobile, online and contact centre technology solutions, and related technology and operational change programmes.
We embrace the strengths of diverse talent within our team. You may have a brilliant mind, be a confident communicator or a nerd for all things digital, or you may have an impeccable business instinct, a collaborative outlook and a flair for big ideas.

CONNECT TO YOUR OPPORTUNITY

Deloitte are seeking Service Desk Analysts, with experience in London Markets Insurance. Individuals should have or be willing to study for London Markets Insurance Essentials (LM1) qualifications.
We’re expanding fast, so we’re looking for people who are natural initiative-takers, who bring out the best in others, are brilliant listeners and can grow our business without compromising standards, integrity or culture.
Specifically, for this role you will be working within our Business Service Desk team, working with clients within the London Markets Insurance sector.

As a Service Desk Agent, you will:

• Handle Service Desk support queries from clients/brokers/insurers in a professional and courteous manner via the phone and email working to personal productivity & quality targets.
• Demonstrate working practices aligned to ITIL Service Management principles
• Ensure incidents and requests are accurately logged, triaged, assigned, tracked and responded to in a timely manner, in line with agreed SLA/KPI targets.
• Complete regular hygiene checks on your own ticket queue and ensure prompt resolution where possible.
• Ensure that incidents and requests are resolved efficiently with minimal business disruption maintaining high levels of customer satisfaction.
• Identify and escalate repeat issues or service risks by following agreed channels of communication to Deloitte leadership team.

Deloitte operational processes

• Maintain and develop own knowledge and skills to assist with first-time fix resolution.
• Have the ability to work independently and take initiative to respond to changing situations and priorities with a high sense of ownership, urgency and drive
• Build relationships to understand what the client/broker/insurer really needs, identifying areas for improvement and removing blockers.
• Have the autonomy and responsibility to coordinate with all areas of the business to resolve the situation for the client, so you’ll be a proactive person eager to get involved with other teams to make things happen and take action.
• Provide assistance to and share knowledge with team colleagues, maintaining the team Knowledge Base.
• Proven experience of working in a customer service environment, call centre or service desk in a Service Desk Agent / Contact Centre Agent role.
• Must be able to demonstrate a client-first approach to support with excellent interpersonal and telephone skills.
• The ability to liaise and communicate confidently and professionally with client representatives at all levels.
• Natural aptitude for trouble shooting and problem solving.
• Ability to effectively prioritise, estimate, plan and complete workload to meet defined productivity targets.
• Be able to work well with others and effectively communicate with colleagues
• Strong written and verbal communication and presentation skills.
• Be willing to learn and progress with relevant industry exams to increase knowledge over time.
• Be willing to work on a shift rota that covers 8am - 8pm Monday to Friday.
• Be willing to submit to BPSS and Security Clearance (SC) vetting processes.
• A flexible approach and willingness to exceed expectations.

CONNECT TO YOUR SKILLS AND PROFESSIONAL EXPERIENCE

Overall, you’re a problem solver as well as a hands-on doer - that’s important. You know it takes a mix of people to do amazing work, so you love collaborating with and learning from people with different skills, backgrounds and perspectives.
If you have an interesting or unusual mix of skills yourself, even better.

Essential

• Proven experience of working in a customer service environment, call centre or service desk in a Service Desk Agent / Contact Centre Agent role.
• Must be able to demonstrate a client-first approach to support with excellent interpersonal and telephone skills.
• The ability to liaise and communicate confidently and professionally with client representatives at all levels.
• Natural aptitude for trouble shooting and problem solving.
• Ability to effectively prioritise, estimate, plan and complete workload to meet defined productivity targets.
• Be able to work well with others and effectively communicate with colleagues
• Strong written and verbal communication and presentation skills.
• Be willing to learn and progress with relevant industry exams to increase knowledge over time.
• Be willing to work on a shift rota that covers 8am - 8pm Monday to Friday.
• Be willing to submit to BPSS and Security Clearance (SC) vetting processes.
• A flexible approach and willingness to exceed expectations.

Desirable

• Experience with the Insurance industry.

Personal characteristics

• Excellent communication skills both verbal and written.
• A strong bias for action with the ability to work to personal targets.
• Strong Team player.
• A desire to learn and continually develop.
• Highly accurate with good attention to detail.
• Strong organisational skills and effective time management.
• Excellent problem-solving skills and able to use initiative.

Please refer the Job description for details