Aviva
Information Technology Service Desk
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Job - IT Service Level Desk Support
Contract duration - 6 months (Hybrid)
Inside IR35
This is an exciting opportunity for an experienced IT Support professional to join a busy and dynamic IT Service Desk team on an initial 6-month temporary basis. You will provide first-line technical support to internal colleagues, resolving a wide range of IT issues and service requests while delivering an excellent customer experience.
The role offers the opportunity to further develop your technical skills within a large enterprise environment and gain exposure to a broad range of technologies, systems, and support processes.
A Bit About the Job
At Aviva, we're committed to providing a first-class service. We think, talk, and act "customer", not tickets. As an IT Customer Service Analyst, you will:
- Provide high-quality technical support to internal colleagues across the UK via telephone, live chat, email, and self-service channels.
- Diagnose, troubleshoot, and resolve a wide range of IT incidents and service requests, escalating where appropriate.
- Remotely connect to user devices to investigate issues and implement fixes.
- Support a variety of technologies including Windows operating systems, Microsoft applications, cloud-based solutions, mobile devices, and hardware.
- Follow established support procedures and knowledge articles while applying logical problem-solving skills to more complex issues.
- Accurately record, manage, and update incidents through the IT Service Management system.
- Work within agreed service levels and performance targets, ensuring timely resolution of issues.
- Collaborate with colleagues across the wider IT function to deliver excellent customer outcomes.
- Maintain a high level of attention to detail, reliability, and professionalism in all interactions.
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Skills & Experience
- Previous experience working within an IT Service Desk, IT Support, Helpdesk, Technical Support, or similar IT-focused support environment.
- Excellent customer service skills with the ability to communicate technical information to non-technical users.
- Strong verbal and written communication skills.
- Experience troubleshooting common hardware, software, and user access issues.
- Ability to manage multiple priorities in a fast-paced environment.
- Strong problem-solving skills and a proactive approach to issue resolution.
- High levels of accuracy, attention to detail, and reliability.
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What We Offer
- Opportunity to play a key role in a major post-acquisition integration initiative.
- Exposure to senior stakeholders and strategic decision-making.
- Collaborative, supportive environment with a strong emphasis on delivery excellence.
- Hybrid working and competitive benefits.
Please ensure that you attach an up-to-date CV to your application.
We’re inclusive and welcome everyone – we want applications from all backgrounds and experiences. Excited but not sure you tick every box? Even if you don’t, we’d still encourage you to apply. We also consider all forms of flexible working, including part-time and job-share options. We flex locations, hours, and working patterns to suit our customers, the business, and you. Most of our people smart-work, spending at least 50% of their time in an Aviva office each week.
We’d love you to apply online. If you need a different way to apply, or have questions, please contact me at Katyayani.pathak@aviva.com
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