Job Description

Service Desk Team Lead (Deputy Manager)

Responsible for 10 \xe2\x80\x93 15 service desk analysts for their daily performance, which improves the overall colleague experience through regular coaching & feedback. Provide support for IT-related incidents and requests, ensuring agreed Service Levels are met, colleague expectations are managed, and key targets are achieved. Contribute himself/herself and help the team for continual improvement of service delivery across all channels of colleague communication.

DISCOVER your opportunity
What will your essential responsibilities include?

Supervisor is Regional Service Desk Manager.

Supervises 10- 15 Service Desk Analysts and Senior Service Desk Analysts, providing daily operational oversight and instruction.

Ability to build effective working relationships across all areas of the business and IT.

Act as a point of escalation for colleague support issues.

Cooperation and collaboration with peers to jointly improve the way service is delivered.

Collaboration with Service Managers and Service Control to identify service improvement opportunities.

Ongoing interaction with Colleague Care on escalations, end-to-end ticket ownership, and overall process improvement.

Achievement of standard service levels, both individually and as part of a team.

Make sure personal interactions deliver outstanding colleague satisfaction as demonstrated through high colleague satisfaction survey results.

Qualifications

SHARE your talent
We\xe2\x80\x99re looking for someone who has these abilities and skills:

Required Skills and Abilities:

Achievement of standard service levels, both individually and as part of a team.

Make sure personal interactions deliver outstanding colleague satisfaction as demonstrated through high colleague satisfaction survey results.

Respond to colleague contacts and escalations within agreed timelines.

Ongoing interaction with Colleague Care on escalations, end-to-end ticket ownership, and overall process improvement.

Achievement of standard service levels, both individually and as part of a team.

Desired Skills and Abilities:

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

Act as a point of contact for colleague issues through phone, chat, email, and portal, providing exceptional service in all colleague interactions.

Provide first-line IT support for all XL Catlin colleagues across a range of technologies, including desktop applications, printing/scanning, telephony, mobile devices, audio and video conferencing, business applications, etc.

Perform assessment, triage, research, and resolution of basic incidents and requests.

Engage other Service Desk resources or appropriate second and third-level service resources to resolve incidents beyond the scope of ability or responsibility.

Make sure incidents and requests are accurately logged, assigned, tracked, and responded to promptly, in line with agreed SLAs; provision of timely communications and maintenance of ownership until closure.

Take ownership of colleague issues and follow up on the status of issues on behalf of the colleague, communicating progress promptly.

Communicate with the Colleague Care team where necessary to make sure that escalated issues have proper attention and visibility.

Create a positive colleague support experience and build robust colleague relationships through listening intently to understand the problem, ensuring timely resolution or escalation, communicating promptly on progress, and handling colleagues with a consummately professional attitude.

Identify service improvement opportunities for key service management stakeholders.

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

Grow general knowledge of IT and business systems, increasing ability to resolve issues on first contact.

Mentor junior analysts and assist in the training of new analysts.

Manage content in the Knowledge Management system.

Key Skills & Experience:

Candidate with experience in Service Desk, with a couple of years of experience in people management experience.

Outstanding customer service skills and a \xe2\x80\x9ccustomer first\xe2\x80\x9d mentality are a must.

Advanced knowledge of IT principles and most supported systems and a robust understanding of less commonly used systems.

Subject matter expertise in all areas of Service Desk support.

Robust 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.

Excellent verbal and written communication skills and telephone manners.

Ability to build outstanding relationships with key stakeholders across the organization.

Ability to think logically to analyze, troubleshoot and resolve complex issues.

Must be professional, courteous, and enjoy working with people; critical thinking, creativity, and self-directed judgment are expected.

Robust interpersonal skills and the ability to work within a team.

Ability to work in a fast-paced, high-pressure work environment.

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

Bachelor\'s degree or relevant experience required.

ITIL Foundations Certification a plus.

Achievement of standard service levels, both individually and as part of a team.

Make sure personal interactions deliver outstanding colleague satisfaction as demonstrated through high colleague satisfaction survey results.
Respond to colleague contacts and escalations within agreed timelines.
Illustrate incremental increase in baseline SLA adherence and first-line resolution rate of the team.

FIND your future

AXA XL, the P&C and specialty risk division of AXA, is known for solving complex risks. For mid-sized companies, multinationals, and even some inspirational individuals we don\xe2\x80\x99t just provide re/insurance, we reinvent it.

How? By combining a comprehensive and efficient capital platform, data-driven insights, leading technology, and the best talent in an agile and inclusive workspace, empowered to deliver top client service across all our lines of business \xe2\x88\x92 property, casualty, professional, financial lines, and specialty.

With an innovative and flexible approach to risk solutions, we partner with those who move the world forward.

Learn more at

Inclusion & Diversity

AXA XL is committed to equal employment opportunity and will consider applicants regardless of gender, sexual orientation, age, ethnicity and origins, marital status, religion, disability, or any other protected characteristic.

At AXA XL, we know that an inclusive culture and a diverse workforce enable business growth and are critical to our success. That\xe2\x80\x99s why we have made a strategic commitment to attract, develop, advance, and retain the most diverse workforce possible, and create an inclusive culture where everyone can bring their full selves to work and can reach their highest potential. It\xe2\x80\x99s about helping one another \xe2\x80\x94 and our business \xe2\x80\x94 to move forward and succeed.

• Five Business Resource Groups focused on gender, LGBTQ+, ethnicity and origins, disability, and inclusion with 20 Chapters around the globe
• Robust support for Flexible Working Arrangements
• Enhanced family-friendly leave benefits
• Named to the Diversity Best Practices Index
• Signatory to the UK Women in Finance Charter

Learn more at . AXA XL is an Equal Opportunity Employer.

Sustainability

At AXA XL, Sustainability is integral to our business strategy. In an ever-changing world, AXA XL protects what matters most for our clients and communities. We know that sustainability is at the root of a more resilient future. Our 2023-26 Sustainability strategy, called \xe2\x80\x9cRoots of resilience\xe2\x80\x9d, focuses on protecting natural ecosystems, addressing climate change, and embedding sustainable practices across our operations.

Our Pillars:

• Valuing nature: How we impact nature affects how nature impacts us. Resilient ecosystems - the foundation of a sustainable planet and society \xe2\x80\x93 are essential to our future. We\xe2\x80\x99re committed to protecting and restoring nature \xe2\x80\x93 from mangrove forests to the bees in our backyard \xe2\x80\x93 by increasing biodiversity awareness and inspiring clients and colleagues to put nature at the heart of their plans.
• Addressing climate change: The effects of a changing climate are far-reaching and significant. Unpredictable weather, increasing temperatures, and rising sea levels cause both social inequalities and environmental disruption. We\'re building a net zero strategy, developing insurance products and services, and mobilizing to advance thought leadership and investment in societal-led solutions.
• Integrating ESG: All companies have a role to play in building a more resilient future. Incorporating ESG considerations into our internal processes and practices builds resilience from the roots of our business. We\xe2\x80\x99re training our colleagues, engaging our external partners, and evolving our sustainability governance and reporting.
• AXA Hearts in Action: We have established volunteering and charitable giving programs to help colleagues support causes that matter most to them, known as AXA XL\xe2\x80\x99s \xe2\x80\x9cHearts in Action\xe2\x80\x9d programs. These include our Matching Gifts program, Volunteering Leave, and our annual volunteering day \xe2\x80\x93 the Global Day of Giving.

For more information, please see axaxl.com/sustainability.

AXA XL