IT First Line Analyst

at  NFU Mutual

IT FIRST LINE ANALYST

• 35 hours per week between the hours of Monday – Friday, 8am – 6pm. Overtime offered for Saturday working
• Excellent opportunity to build and develop your experience within a professional and innovative IT department
• This is a hybrid role 80% homeworking available and 20% in Stratford Upon Avon

ABOUT YOU

We are seeking a proactive and self-motivated IT First Line Analyst to join our dynamic team. In this role, you will be the first point of contact for IT issues, requiring strong initiative and forward-thinking abilities to resolve problems efficiently and excellent telephone skills. You will engage with a diverse range of stakeholders, ensuring clear communication and providing exceptional support. Your ability to anticipate needs, think ahead, and maintain a customer-focused mindset will be crucial in delivering high-quality service and driving continuous improvement within our IT operations

You will also have:

• Experience working in an IT service desk environment (Desirable)
• Must be resilient and able to work under pressure within a busy team
• Excellent communication skills
• Experience using the Microsoft Office suite of products
• A demonstrable desire and interest in pursuing a career within IT

At NFU Mutual, we support an inclusive workplace and value all the differences that make us unique. We celebrate the creativity and innovation that comes from diverse perspectives and experiences and share a common vision of doing the right thing for our customers and employees.
We recognise that some candidates may experience barriers during the recruitment process. So, we encourage candidates to discuss any adjustments or accommodations they need to be the best they can be throughout our recruitment process.
We’re proud to be a Disability Confident Employer, a Race at Work and Women in Finance Charter signatory and welcome applications from people of all backgrounds, regardless of age, ethnicity, disability, neurodiversity, gender, religion, marital status, sexual orientation, or socioeconomic background.

As a telephone based IT First Line Analyst, you’ll be responsible for providing support for both desktop and business applications across the group. You’ll advise, own and manage IT queries, incidents and requests through to resolution in accordance with NFU Mutual policies, procedures and SLA’s with a focus on reducing the number of queries received and minimising customer impact, all whilst delivering an excellent level of customer service.
A key part of this role will be to identify and assess trends for recurring incidents and contribute to the investigation of IT problems to reduce the impact and disruption to our business. You’ll do this through responding and recording customer IT queries incidents and requests in accordance with Service Desk Process and Procedures to ensure incidents are prioritised, investigated and resolved in line with Customer Service Standards and Service Level Agreements.
You will play a role in developing and managing the Knowledge Base to guarantee its accuracy and user-friendliness. This effort aims to enhance consistency, elevate first-contact resolution, and minimize both queries and customer impact.