Oferta pracy

Colleague Care Analyst

AXA XL Catlin Services SE

AXA XL Catlin Services SE

Kazimierza Wielkiego 3

Wrocław

Technologies we use

Optional

  • ITIL

Your responsibilities

  • Act as a point of contact for colleague escalations, providing outstanding service in all colleague interactions

  • Take ownership of colleague service failures and failing issues until a successful outcome is achieved

  • Own escalations from the Service Desk of potential SLA breaches involving other resolver teams

  • Communicate with Service Managers where necessary to ensure that escalated issues have proper visibility amongst the Service Management team

  • Work directly with AXA XL suppliers to prevent ticket resolution failure

  • Identify cross-supplier process failure to Service Control for root cause investigation

  • Monitor, raise and update ServiceNow tickets as necessary

  • Actively monitor and address aging tickets and tickets on the threshold of exceeding SL

  • Update knowledge management system as necessary

  • Identify service improvement opportunities to key service management stakeholders

  • Work with Incident and Problem management teams on individual proactive and reactive issues as necessary

  • Contribute to the New Hire onboarding process, owning the overall delivery of New Hire IT services and communicating directly with new colleagues on their first day with AXA XL

  • Manage and provide a heightened level of support for VIP issues, tracking issues through resolution and communicating directly with VIP colleagues on resolution status

  • Contribute to and promote a culture of outstanding service while delivering an excellent colleague experience across all areas of IT engagement

  • Engage in formal and informal knowledge transfer

  • Act as a Service Desk Agent in the event of a business continuity incident if required

Our requirements

  • Minimum 3 years of experience in a Help Desk/Service Desk or Customer Service role

  • Minimum 2 years of IT service experience

  • Outstanding customer service skills and a “customer first” mentality are a must

  • Strong understanding of the IT support structure and the ability to navigate it to provide high quality service

  • Strong understanding of IT principles and a thorough comprehension of the scope of service provided by each IT function

  • Strong technical knowledge and working experience with Microsoft products including email, Client, Server, Network and Telephony technologies, Mobile Computing, Directory Services, and overall understanding of infrastructure, desktop, and applications technologies and architecture.

  • Strong verbal and written communication skills across teams and levels of organization with the ability to build strong relationships with key stakeholders, and clearly articulate plans and expected results and benefits.

  • Ability to “think outside the box” and offer creative solutions to resolving complicated issues.

  • Must be professional, innovative, assertive and enjoy working with people; critical thinking, creativity, and independent judgment are expected

  • Keen organizational skills with a strong sense of urgency and the capacity to prioritize without formal directives

  • Ability to work in a fast paced, high pressure work environment

  • Strong ability to multi-task and work on tasks and projects while being interrupted by users and colleagues requesting support; ability to constantly re-prioritize tasks is a must

  • Bachelor's degree or relevant experience required

  • ITIL Foundations Certification a plus

  • Benefits

  • private medical care

  • life insurance

  • remote work opportunities

  • flexible working time

  • fruits

  • integration events

  • dental care

  • no dress code

  • video games at work

  • coffee / tea

  • drinks

  • leisure zone

  • extra social benefits

  • meal passes

  • birthday celebration

  • employee referral program

  • charity initiatives

  • extra leave

Recruitment stages
1

Phone interview with Recruiter

2

Interview with Hiring Manager

AXA XL Catlin Services SE

AXA XL is an Equal Opportunity Employer and does not discriminate against any colleague or applicant for employment on the basis of race, color, national origin, religion, sex, gender identity and/or expression, sexual orientation, age, disability, genetic information, veteran status, military status or any other category protected by local law.

Scroll to the company’s profile

We are looking for a Colleague Care Analyst to champion the delivery of exceptional customer service to AXA XL colleagues. You will be acting as both a point of escalation for colleagues, to accelerate the resolution of open issues, and also acting proactively to prevent poor colleague service experiences, the colleague care analyst is dedicated to improving the overall colleague experience of Global Technology.

In this operational, customer facing role, you will have the capability and the authority to navigate the whole of Global Technology, negotiating and collaborating both retained and 3rd party resolver teams to expedite issues and deliver positive service outcomes on behalf of the customer.

Working as part of the regionally distributed colleague care team, you will be managing the end-to-end delivery of new IT services for New Hires to meet or exceed agreed timescales.

As a Colleague Care Analyst you will identify and champion service improvement opportunities for processes, tools and communication channels that impact the delivery of IT services to colleagues.