Description:
Are you ready to grow your career in our global tech hub
Cover-More Group helps people travel safely across the globe every day. We are there at every step of a traveller's journey, to keep them safe and help them out if something goes wrong. We are committed to providing reliable, fast, flexible and bespoke services for our customers as well as the many well-known brands we partner with, such as travel agencies, airlines, banks and major sporting clubs!
As the world begins to travel again, we want to make sure we're delivering an exceptional service for our customers, and we want you to be part of that journey.
So, what's the job
You'll manage incidents and Service Requests and manage their resolution promptly
You'll provide first-line investigation and diagnosis.
You'll escalate incidents/service requests that they cannot resolve within agreed timescales
You'll troubleshoot software, PC, printers, phones and other technologies.
You'll manage the setup and installation of users (including user moves and exits) and ensure smooth employee transitions within the business
You'll provide first-level and assist with second-level technical advice to users on personal computer hardware and software
You'll provide exceptional customer service to internal and external customers within company guidelines.
You'll make use of customer insights to provide direction for business initiatives
You'll ensure best practice customer initiatives are adopted and applied
You'll provide exceptional customer service to internal and external customers within company guidelines, regulatory obligations and SLA's
You'll ensure all confidential information is handled in accordance with company and partner protocols and procedures
You'll ensure high levels of customer relationship management are maintained
You'll Ensure all contact and interactions are of the highest standards (written/phone/face to face), communicating clearly and appropriately to all stakeholders
You'll collaborate and provide regular reporting and updates with key stakeholders across the Cover-More Group
You'll ensure all communication is in line with the delivery of our Brand Promise to all stakeholders
And what are we looking for
You'll have a minimum of 5 years of experience in Service desk/ help desk (Global experience Ideal)
You'll have either relevant IT qualifications/certifications (IT Degree, Certificate 3 or 4 in IT, MCP, MCITP, A+) or proven experience in a Service Desk / Operations is preferred
You'll have a minimum of 5 years of experience with or an understanding of Windows Operating Systems, Active Directory + Azure Directory, Exchange + M365 Solution, AWS + AWS Workspace, Networking principles, Critical Incident Management
You'll be working with remote support tools in a 24*7 set-up
You'll be using ticket management systems such as ServiceNow, JIRA.
You'll use Desktop applications such as Adobe Reader, Microsoft Office etc.
You'll have a good to know about PS Scripts,
You'll show Active interest in developing your technical ability
You'll be Self-reliant and able to research your solutions
You'll have good communication both verbal and written
You'll be flexible and willing to assist with team tasks
So, why choose us
We value optimism, caring, togetherness, reliability and determination.
We have more than 1500 employees worldwide: we're a global group of digital natives, actuaries, marketers, doctors, nurses, case managers, claims specialists, finance experts and customer service professionals. We share a global mission to look after travellers, at every step of their journey.
Job flexibility. We understand that flexibility is really important whether hybrid, a compressed work week, part time or job share, there isn't one size that fits all. So, let us know your preference and we will explore how we can accommodate you.
Career growth. We want you to continue to learn, develop and bring your ideas to the table. We want to hear what you think, and we want you to work with the business - not for the business!
Diversity and inclusion. We respect who you are and thoroughly embrace diversity. So whatever walk of life you wander, just be you and come as you are.
Take the time you need, for you and your community. We encourage you to take the time you need, when you need it. We offer regular annual and personal leave benefits along with anniversary or birthday leave, covid leave (to get vaccinated and for when you're sick), volunteer leave and a comprehensive paid parental leave scheme.
Other Perks:
Mediclaim insurance cover in case of any health emergency
Coverage under group personal accident insurance
Flexible and compressed work weeks and hybrid working options.
Generous range of paid leave 21 annual leave days, 6 sick leave days, 12 public holidays
An extra day off for you to take on your birthday or your annual work anniversary.
Apply today and let's go great places together!
