Job Description
Full Time Permanentposition 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. Further details on our benefits package can be accessed here Benefits (life- Role Overview This role is responsible for 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 as well as the administration of the knowledge base management system on behalf of IS. What you will help us to achieve 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. Any other duties as assigned by your manager. What you will need to be successful in the role 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. Key Competencies Planning and Organising Communication & Influencing Team Working & Cross Functional Collaboration Drive for Results Problem Solving & Decision Making About us Canada Life Group is the 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. 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. European Technology supports the business strategy and collaboration of technology across all European divisions. There are multiple IT units within European Technology, each of which has its own individual set of technology platforms. Central Technology Services (CTS) provides IT infrastructure and security operations services to Europe. The company reserves the right to draw up a shortlist as part of the selection process. Where Agency assistance is required the Canada Life Recruitment Team will engage directly with suppliers. Unsolicited CVs / profiles supplied to Canada Life by Recruitment Agencies will not be accepted for this role. Canada Life Group Services is proud to be an Equal Opportunities employer. We have created an environment of inclusion and growth to help people achieve their potential, to ensure they can bring their whole selves to work and to feel valued. We celebrate diversity of thought and perspective and want all of our employees to feel valued, respected and supported. We have built a culture that promotes equality and inclusion for all of our current and future employees and strive to ensure that our behaviours, processes and practices are aligned to this culture. If you require any accommodations during the recruitment process please contact and we will be delighted to ensure you are fully supported to be your best. CLGS supports Equal Opportunity and is regulated by the Central Bank of Ireland. To be considered for this role you will be redirected to and must complete the application process on our careers page. To start the process click the Apply button below to Login/Register.