Service Desk Support Analyst - Bilingual French/English (hybrid)

• 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.

   

   

  Location

   

  Belfast/ Derry, Londonderry/ Strabane

   

  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. We recently received the prestigious CCNNI Silver Award for Home Working Programme of the Year, which recognized our resilience in adapting to coronavirus challenges and the success of our employees working from home.

   

  We are hoping to return to office in September and when our offices reopen, employees can choose a blend of working in the office or at home throughout the week.

   

  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.

   

  Successful candidates will be trained to offer bi-lingual (French & English) first level technical support, for computer hardware and Allstate software issues, and you will work as part of a team in a dynamic technical support center environment.

   

  Interactions with our customers is through either a Chat or a Call platform. If your role is chat based, you may be expected to manage several/multiple chats at the same time after initial training is completed.

   

  
  How we will support you?

   

  All training will be provided virtually until such time as we can return safely to our offices. We have developed a robust training schedule to deliver virtual training to successful candidates, coordinated by Ronan Gilloway, who was recently named CCNNI’s Trainer of the Year 2021.

   

  Once you complete your initial training, you will be supported throughout your probationary period by a dedicated mentor team who will help you better learn, understand and implement the skills learned.

   

   

   What to expect?

   

  Initial training will last for 2 weeks, with a staggered training and development plan delivered throughout a 6-month period. You will receive continued support from the mentor group, your team manager and the quality team throughout your training.

   

  Key Responsibilities:

   

  • Responding to incoming calls or chats as first point of contact for clients with IT or product related problems
  • Ability to work in a fast paced, multi-tasking environment where your performance is measured against individual, team, business and strategic goals and professional behaviours
  • Diagnosing, documenting and/or resolving issues by providing the appropriate resolution or following the escalation procedure 
  • Following knowledge management principles (Knowledge Centered Support methodology) by translating customer information into valuable and usable knowledge documentation
  • Engaging in a Continuous Improvement (CI) environment
  • Offering the customer an effortless experience with an emphasis on First Contact Resolution through timely and effective resolution of their issue
  • Using available tools and resources in an appropriate manner consistent with ANI policy and procedures

   

   

  Skills & Competencies required:

   

  • Ability to multitask
  • Problem solving
  • Excellent written & verbal communication skills 
  • Willingness to learn & develop
  • Customer focused
  • Collaboration

   

   

  So, what are the essential criteria to apply?

   

  • All candidates must evidence an existing right to work in the UK
  • Fluency in French and English, both written and spoken
  • GCSE English and Mathematics at Grade D or equivalent.
  • 2 years previous work experience 

   

   

   

  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

   

   

   Hours of Work

   

  • Full time only
  • Flexibility to meet business needs as required
  • This role involves shift work hours, typically Mon – Fri but flexibility may be required. Our operational hours are 1pm - 1am. Typical shifts are as follows: 2pm-10pm, 3pm-11pm, 4pm-12pm etc. and are allocated on a business needs basis.

   

   

   

   

  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 and healthcare insurance, an attractive pension package 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: https://bit.ly/3x0JW4v 

   

   

  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 30th July 2021