Service Desk Agent

at  Sun Life

You are as unique as your background, experience and point of view. Here, you’ll be encouraged, empowered and challenged to be your best self. You’ll work with dynamic colleagues - experts in their fields - who are eager to share their knowledge with you. Your leaders will inspire and help you reach your potential and soar to new heights. Every day, you’ll have new and exciting opportunities to make life brighter for our Clients - who are at the heart of everything we do. Discover how you can make a difference in the lives of individuals, families and communities around the world.

JOB DESCRIPTION:

Job Title: Service Desk Agent - fixed term contract
Reporting To: Service Desk Operations Manager
Duration: This is a 12 month Fixed Term Contract
Hybrid role: Waterford office

VISION/MISSION:

Sun Life is a global Financial Services company. On our award-winning Service Desk in Waterford our clients are Sun Life employees working around the globe as well as Sun Life’s growing client base in North America. Right now we’re looking for people who care deeply about providing exceptional Customer Service in English to join us.

WHAT WE DO:

Here on the Sun Life Service Desk we enable our clients to get on with their working day by helping fix their IT problems, from password resets, setting up software on laptops and mobile devices, to more perplexing IT issues.

JOB ROLE & OBJECTIVES:

Once you start at Sun Life the training given will build the confidence you need to take calls. We don’t expect you to know everything from day one. Thanks to a gradual process of structured training, guidance and coaching for the first 6 weeks, and beyond, you’ll get there. You will be taught what you need to know from a technical side and as your confidence grows you will take calls by yourself, safe in the knowledge that there is a support network around you, in the office and online. By us empowering you, you can empower our clients with a seamless service from start to finish. Having a background in IT may mean you will be more familiar with the issues and technical terms used on the desk but the coaching is there for every successful applicant whether or not they have ever taken any formal IT courses.

RESPONSIBILITIES:

As a member of the Sun Life Service Desk:
a. You will be the first line of support for Sun Life employees’ technical issues around the world, providing this support in English
b. You will work as part of an IT support team, proactively coming up with solutions.
c. You’ll notice that the client wants to get back to work as soon as possible. Your job will be to facilitate this in the best way possible.
d. On a call, you’ll decide the best way to help the client by listening carefully & asking the right questions to find out exactly what they need.
e. You can search the Knowledge Base (KB) by typing in a few key words.
f. You can ask colleagues for help, in person or in online real-time group chats, both for general questions and more specialized teams. There are also coaches available for help and guidance. You may take the call, but you always have a support team around you to ensure you get the client to the best resolution.
g. After each call, you will log the details to help us track and learn from the calls we get to help improve our client’s experiences.
h. When you can‘t fix it yourself, you may need to send the issue on to a specialized team, keeping your client informed of the next steps.
i. By sharing your experiences from each call you also help with maintaining and improving the Knowledge Base, in turn helping us to improve the service offered to our clients.
j. You will get the opportunity to gain insights into other lines of business within the Service Desk environment by accommodating overflow support during their busy/after hour periods.