private medical care
Colleague Care Analyst
AXA XL Catlin Services SE
- Kazimierza Wielkiego 3, Stare Miasto, WrocławWrocław, Lower Silesia
- offer expired 4 months ago
- contract of employment
- specialist (Mid / Regular), senior specialist (Senior)
- hybrid work
- Immediate employment
- remote recruitment
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
You will report to Colleague Care Manager
Minimum 5 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
remote work opportunities
flexible working time
no dress code
video games at work
coffee / tea
extra social benefits
employee referral program
Phone interview with Recruiter
Interview with Hiring Manager
AXA XL Catlin Services SE
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.