Job Description
Job Summary: Technical Support Specialist
Provide 1st level support to users via webchat, phone and online incidents, managing incidents, recording and alerting, initial support and classification, investigation and diagnosis, resolution and recovery, or assignment to 2nd level teams.
Key Responsibilities:
- Perform incident management on support products and services.
- Contribute technical content and departmental procedures to the knowledge base.
- Maintain timely awareness of current initiatives, rollouts and changes to technical environments.
- Adhere to the Service Desk process and procedure guidelines during the incident lifecycle.
- Perform triage, resolve incidents and respond to queries on PC's, laptops, terminals, printers, mobile devices, tablets, shrink wrap and in-house applications.
- Adhere to agreed service levels and quality measures.
Requirements:
- 2-3 years' experience in a similar technical support role.
- IT / Computer Science qualification.
- Knowledge of ITIL concepts.
- Understanding of the concepts of a Network.
- Good working knowledge of basic PC architecture.
- Experience using ticketing systems.
- Excellent troubleshooting, communication and customer service skills.
- Ability to prioritize tasks and manage multiple requests efficiently.
About Canada Life Group:
Canada Life Group is a top-level European holding company for the Great-West Lifeco Group's European insurance, reinsurance, and asset management companies, with business operations in the UK, Ireland, Germany, and the Isle of Man.
About European Technology:
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, and Central Technology Services.
Equal Opportunities Employer:
Canada Life Group Services is proud to be an Equal Opportunities employer, celebrating diversity of thought and perspective, and promoting equality and inclusion for all employees.