Apply Now

Applications processed via employer's online application form

Job Details


Belfast, Northern Ireland

Closing Date

2021-02-05 00:00:00


Service Desk Support Analyst

  • Title: Service Desk Support Analyst

    Ref: 4/12/SDS


    About us 

    At Allstate Northern Ireland, we believe it’s more than just a job.  We believe in allowing our people to choose the direction of their careers.  It’s about you, your future and where you want to get to.


    Opportunity is the hallmark of the Allstate career experience.  We invest heavily in our employees, offering long term career development, personal growth and investment in new technologies.  Every day is different, with new ideas, challenges, and rewards — no matter which team you join.


    We believe that inclusive diversity is crucial to creating a culture of mutual respect where the strengths and talents of each individual are recognised.  We like to leave things better than we found them and deliver results.  We do all of this while having fun and exploring personal passions.


    Join our team and you’ll find challenge and reward in a culture of innovation, support and balance.





    Like most other businesses right now, we’ve had to adapt how we work. We’re doing everything we can to keep our employees safe. Successful candidates will receive virtual training, initially working from home with a long term plan to be based from one of our Northern Ireland sites when we return to work in the office.



    Your role in the team


    In this role you will act as a Trusted Advisor for Allstate and provide a world class service to Allstate agents and employees. 


    The successful candidate will be trained to offer first level technical support and will work as part of a technical support team operating remotely within a fast paced and dynamic Technical Support centre environment.  All training will be delivered virtually and you will be appointed a buddy and coach to help you as you learn our systems & processes.



    Key Responsibilities:


    • Responding to incoming calls or chats as first point of contact for clients with IT or product related problems
    • Using appropriate questioning techniques to determine the root cause of reported issues
    • Diagnosing, documenting and/or resolving issues by providing the appropriate resolution or following the escalation procedure 
    • Living into the knowledge management principles (Knowledge Centered Support methodology) by translating customer information into valuable and usable knowledge documentation
    • Engaging in a Continuous Improvement (CI) environment by contributing to daily team huddles and participating in weekly Root Cause Problem Solving (RCPS) sessions
    • Offering the customer an effortless experience with an emphasis on First Contact Resolution
    • Adhering to a Trusted Advisor model by continuously educating and assisting clients on all available self-service resources.
    • Recognizing potential mass outages and taking ownership of reporting these in a timely manner
    • Ability to work within an environment where you measured against individual, team, business and strategic goals
    • Taking ownership for your own career path by utilizing all available learning and development tools and resources
    • Reviewing training & specialist communications in order to keep up to date with infrastructure, technology and process enhancements
    • Using available tools and resources in an appropriate manner consistent with ANI policy and procedures



    Skills & Competencies required:


    • Critical Thinking
    • Active Listening
    • Ability to adapt to customer needs
    • Problem solving
    • Excellent communication skills
    • Resilience
    • Willingness to learn & develop
    • Customer focused



    So, what are the essential criteria to apply?


    • All candidates must be able to demonstrate their right to work in the UK
    • GCSE English and Mathematics at Grade D/Grade 4 (or equivalent).
    • 2 years previous work experience (This must be acquired after completing your education)



    We also have some desirable criteria


    • Previous experience of working in a Service Desk role is preferred but not essential
    • Previous customer service experience in any employment sector
    • A minimum of 3 A-Level’s at C or higher (or equivalent).



    Hours of Work


    • Full time only
    • Flexibility to meet business needs as required
    • This role involves shift work hours, Mon - Fri. Our operational hours are 9am - 5am with core hours being 12pm to 2am. Typical shifts are as follows: 1pm-9pm, 2pm-10pm, 3pm-11pm, 4pm-12pm etc.



    What we offer


    As Digital DNA’s Workplace of the Year 2020 winners, we offer a generous benefits package that includes flexible annual leave entitlement, dental insurance, a workplace pension package, annual eye care vouchers and discounts on gym memberships, public transport and parking.


    Allstate invests heavily in your development, as an employee you will have access to multiple world-class learning platforms and courses from our award-winning in-house Learning & Development team.


    We pride ourselves in providing clear career paths and opportunities for internal mobility allowing you to further develop within the organisation.


    We encourage a better work life balance and you’ll have the opportunity to apply for various flexible working arrangements.


     Apply Here: 


    Statement on Fair Employment and Equal Opportunities


    Allstate NI wishes to ensure equal opportunity is given to all job applicants.  This company will not discriminate on the grounds of race, gender (including gender reassignment status), sexual orientation, religious belief, political opinion, marital status, age or disability.


    We are an equal opportunities employer. We welcome applications from all suitably qualified persons. However, as women are currently under-represented in our workforce, we would particularly welcome applications from women. All appointments will be made on merit.


    Applicants should note Allstate NI complete AccessNI background checks on all candidates offered a position.



    The closing date for receipt of applications is Friday 5th February 2021



Apply Now

Applications processed via employer's online application form