Analyst, Business Service Desk Agent, Deloitte Digital

Connect to your Industry

Part Business. Part Creative. Part Technology. One hundred per cent digital. At Deloitte Digital, we connect creativity with technology for business.

Bringing empathy, ideas, and experience into digital transformation. Together with all of Deloitte, we create connections across the breadth of our people, organisation, and ecosystems to make an impact that matters to our clients and to society. We're a new type of creative digital consultancy that fuses strategy, tech and design to identify where businesses need to be, then get them there.

Fast. Want to help us shape the future? We're looking for experienced practitioners from a consulting, design, tech or business background who can show our clients what's next, then work with our mixed-discipline team to make it happen.

As part of our Consultancy practice, your career with Deloitte Digital can take multiple paths. Including: customer and channel strategy, customer experience design, designing new service capabilities and operations, mobile, online and contact centre technology solutions, and related technology and operational change programmes.

We embrace the strengths of diverse talent within our team. You may have a brilliant mind, be a confident communicator or a nerd for all things digital, or you may have an impeccable business instinct, a collaborative outlook and a flair for big ideas.

Connect to your career at Deloitte

Deloitte drives progress. Using our vast range of expertise, that covers audit, risk advisory, and consulting services across tax, legal, business, technology and corporate finance, we help our clients become leaders wherever they choose to compete. To do this, we invest in outstanding people. We build teams of future thinkers, with diverse talents and backgrounds, and empower them all to reach for and achieve more.

What brings us all together at Deloitte? It's how we approach the thousands of decisions we make every day. How we behave, our beliefs and our attitudes. In other words: our values. Whatever we do, wherever we are in the world, we lead the way, serve with integrity, take care of each other, foster inclusion, and collaborate for measurable impact. These five shared values lead every decision we make and action we take, guiding us to deliver impact how and where it matters most.

Connect to your opportunity

Deloitte are seeking Service Desk Analysts, with experience in London Markets Insurance. Individuals should have or be willing to study for London Markets Insurance Essentials (LM1) qualifications.

We're expanding fast, so we're looking for people who are natural initiative-takers, who bring out the best in others, are brilliant listeners and can grow our business without compromising standards, integrity or culture.

Specifically, for this role you will be working within our Business Service Desk team, working with clients within the London Markets Insurance sector.

As a Service Desk Agent, you will:

• Handle Service Desk support queries from clients/brokers/insurers in a professional and courteous manner via the phone and email working to personal productivity & quality targets.
• Demonstrate working practices aligned to ITIL Service Management principles
• Ensure incidents and requests are accurately logged, triaged, assigned, tracked and responded to in a timely manner, in line with agreed SLA/KPI targets.
• Complete regular hygiene checks on your own ticket queue and ensure prompt resolution where possible.
• Ensure that incidents and requests are resolved efficiently with minimal business disruption maintaining high levels of customer satisfaction.
• Identify and escalate repeat issues or service risks by following agreed channels of communication to Deloitte leadership team.

Deloitte operational processes

• Maintain and develop own knowledge and skills to assist with first-time fix resolution.
• Have the ability to work independently and take initiative to respond to changing situations and priorities with a high sense of ownership, urgency and drive
• Build relationships to understand what the client/broker/insurer really needs, identifying areas for improvement and removing blockers.
• Have the autonomy and responsibility to coordinate with all areas of the business to resolve the situation for the client, so you'll be a proactive person eager to get involved with other teams to make things happen and take action.
• Provide assistance to and share knowledge with team colleagues, maintaining the team Knowledge Base.
• Proven experience of working in a customer service environment, call centre or service desk in a Service Desk Agent / Contact Centre Agent role.
• Must be able to demonstrate a client-first approach to support with excellent interpersonal and telephone skills.
• The ability to liaise and communicate confidently and professionally with client representatives at all levels.
• Natural aptitude for trouble shooting and problem solving.
• Ability to effectively prioritise, estimate, plan and complete workload to meet defined productivity targets.
• Be able to work well with others and effectively communicate with colleagues
• Strong written and verbal communication and presentation skills.
• Be willing to learn and progress with relevant industry exams to increase knowledge over time.
• Be willing to work on a shift rota that covers 8am - 8pm Monday to Friday.
• Be willing to submit to BPSS and Security Clearance (SC) vetting processes.
• A flexible approach and willingness to exceed expectations.

Connect to your skills and professional experience

Overall, you're a problem solver as well as a hands-on doer - that's important. You know it takes a mix of people to do amazing work, so you love collaborating with and learning from people with different skills, backgrounds and perspectives.

If you have an interesting or unusual mix of skills yourself, even better.

Essential

• Proven experience of working in a customer service environment, call centre or service desk in a Service Desk Agent / Contact Centre Agent role.
• Must be able to demonstrate a client-first approach to support with excellent interpersonal and telephone skills.
• The ability to liaise and communicate confidently and professionally with client representatives at all levels.
• Natural aptitude for trouble shooting and problem solving.
• Ability to effectively prioritise, estimate, plan and complete workload to meet defined productivity targets.
• Be able to work well with others and effectively communicate with colleagues
• Strong written and verbal communication and presentation skills.
• Be willing to learn and progress with relevant industry exams to increase knowledge over time.
• Be willing to work on a shift rota that covers 8am - 8pm Monday to Friday.
• Be willing to submit to BPSS and Security Clearance (SC) vetting processes.
• A flexible approach and willingness to exceed expectations.

Desirable

• Experience with the Insurance industry.

Personal characteristics

• Excellent communication skills both verbal and written.
• A strong bias for action with the ability to work to personal targets.
• Strong Team player.
• A desire to learn and continually develop.
• Highly accurate with good attention to detail.
• Strong organisational skills and effective time management.
• Excellent problem-solving skills and able to use initiative.

Connect to your business - Consulting

Distinctive thinking, deep expertise, and collaborative working. That's what connects us. That's what makes us Deloitte. If you want to help solve some of the biggest challenges around, join us. Together, we'll make an impact that matters.

Personal independence

Regulation and controls are standard practice in our industry and Deloitte is no exception. These controls provide important legal protection for both you and the firm. We are subject to a number of audit regulations, one of which requires that certain colleagues abide by specific personal independence constraints (e.g., in relation to any financial interests and employment relationships). This can mean that you and your "Immediate Family Members" are not permitted to hold certain financial interests (shares, funds, bonds etc.) with audit clients of the firm, and also prohibitions on certain employment relationships (e.g., you are not permitted to hold a secondary employment role with SEC audit clients of the firm whilst being employed by the firm). The recruitment team will provide further detail as you progress through the recruitment process or you can contact the Independence team upon request.

Connect with your colleagues

“The great culture, flexibility, and range of experiences that Deloitte offers is what sets this firm apart. In Human Capital, Deloitte is far ahead of any of our immediate competitors.”

-Sophia, Consulting

Our hybrid working policy

You'll be based in Belfast with hybrid working. Our hybrid model enables our people to collaborate, connect and innovate in both a virtual and physical capacity. As well as remote working, you'll attend your local office, virtual collaboration spaces and client sites, depending on the requirements of the role.

At Deloitte we understand the importance of balancing your career alongside your home life. That's why we'll support you to work flexibly through our hybrid working policy. Depending on the requirements of your role, you'll have the opportunity to work in your local office, virtual collaboration spaces, client sites and remotely. You'll get the chance to meet face to face when needed, while you collaborate and learn from colleagues, share your experiences, and build the relationships that will fuel your career and prioritise your wellbeing. Please check with your recruiter for the specific working requirements that may apply for your role.

Connect to your return to work opportunity

Are you looking to return to the workplace after an extended career break?

For this role we can offer coaching and support designed for returners to refresh your knowledge and skills, and help your transition back into the workplace after a career break of two years or more. If this is relevant for you, just let your recruiter know when you make your application.

Our commitment to you

Making an impact is more than just what we do: it's why we're here. So we work hard to create an environment where you can experience a purpose you believe in, the freedom to be you, and the capacity to go further than ever before.

We want you. The true you. Your own strengths, perspective and personality. So we're nurturing a culture where everyone belongs, feels supported and heard, and is empowered to make a valuable, personal contribution. You can be sure we'll take your wellbeing seriously, too. Because it's only when you're comfortable and at your best that you can make the kind of impact you, and we, live for.

Your expertise is our capability, so we'll make sure it never stops growing. Whether it's from the complex work you do, or the people you collaborate with, you'll learn every day. Through world-class development, you'll gain invaluable technical and personal skills. Whatever your level, you'll learn how to lead.

Connect to your next step

A career at Deloitte is an opportunity to develop in any direction you choose. Join us and you'll experience a purpose you can believe in and an impact you can see. You'll be free to bring your true self to work every day. And you'll never stop growing, whatever your level.

Discover more reasons to connect with us, our people and purpose-driven culture at deloitte.co.uk/careers

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