Job Title : UK IT Service Delivery Administrator | Telephony Services - (Part-Time, Job-Share and Full-Time)
Location : Hybrid remote in Fareham
Company : Zurich Insurance
Salary :
Open Date : 2023-05-12
Close Date : 2023-09-12
UK IT Service Delivery Administrator | Telephony Services - (Part-Time, Job-Share and Full-Time) Salary: Up to £35,000 depending on experience plus an excellent benefits package Location: Fareham/Swindon/Hybrid working
The opportunity:
As the UK IT Service Delivery Analyst / Administrator you’ll be responsible for executing customer/end-user service and capability requests against key processes, controls, and solution standards in relation to BT & Telephony services. You will be reporting to the UK IT Service Delivery function as part of IT Service Delivery Management, within the UK IT. You will be aware of IT Service Management and be able to support the investigation and assessment of internal client requests and issues to ensure successful outcomes across a range of telephony-type services and demands. You will support the direction of operational service for Zurich’s IT systems in relation to Telephony services which are a key service and enabler for our UK internal customer base. You will be able to both execute against the process and operational procedures, but also identify areas for continual service and experience improvement, self-service and knowledge-sharing opportunities, and produce standard reports based on the agreed scope. Your growing product knowledge and skills may also be required to support the resolution of production incidents and establishing route causes, as well as consulting on projects & change initiatives which may require input. The work done across UK IT Service Delivery is extremely varied and therefore also brings the opportunity to improve your knowledge of Zurich and its IT systems, Business Unit needs, as well as develop your overall understanding of broader IT disciplines. If this sounds up your street, then please apply! Many of our employees work flexibly in a variety of different ways, including part-time, flexible hours, job share, an element of working from home or compressed hours. This is because we want the best people for our roles, and we recognise that sometimes those people aren’t available full-time. Please talk to us at the interview about the flexibility you may need.
What will you be doing?

• Execute Telephony service requests for new users, Joiners, and Movers Leavers, across the UK estate with a variety of tools.
• Modify user types to ensure the right telephony capability within operational teams to serve our customers & policyholders most effectively.
• Phone Management & profile modification requests through varying standard and co-ordinator roles.
• End User / Subscriber request responses (resetting voicemail pin, extensions, passwords, associated devices)
• Management of Pickup & Hunt Groups etc (Add, Amend, Delete)
• Management of Call Recording application
• Resolving queries and managing transactions
• Work across the Service Management team to drive self-service opportunities within the business areas & engage with the Service Delivery Managers and other parts of IT Service Delivery.
• Act as a control gateway to ensure the right solution rationale for value to the end user (Mobile Phone vs Jabber v Finesse solution requirement).
• Produce reporting based on demand types (standard and where applicable, on-demand)
• Act as a product specialist working effectively and alongside operational and change-related parts of UK IT to support wider deliverables.
• Build effective relationships with colleagues locally (business and IT), and with key telephony supplier contacts (BT). Work with the above BU contacts as required.
• Contribute to wider team initiatives, sharing ideas and enhancing others.
• Collaborate effectively and participate in cross-team initiatives and events.

What are we looking for?

• Organised, structured, and planned approach.
• Flexible to be able to react to changes in priorities and business demands.
• Some previous IT knowledge or awareness would be preferred, especially within the voice environment, or having worked in an operational environment, although not essential.
• Able to communicate effectively to stakeholders to ensure expectations are met or exceeded.
• Build relationships quickly and efficiently and be able to work effectively as part of a team and independently.
• Able to document, maintain and refer to operating procedures and materials.
• Continuous improvement mindset, challenging the status quo and constantly trying to improve internal processes or services provided to the business.
• A good team player who can work with both structure and process, but also with some ambiguity.

As an inclusive employer, we want to ensure that all candidates feel comfortable and are able to perform at their best during the interview. You’ll have the opportunity to let us know of any reasonable adjustment or practical support needed when you apply.
Who we are:
At Zurich we aspire to be one of the most responsible and impactful businesses in the world and the best global insurer. Together we’re creating a brighter future for our customers, our people and our planet.
With over 55,000 employees in more than 170 countries, you’ll feel the support of being part of a strong and stable company who are a long-standing player in the insurance industry.
We’ve made a promise to each other and every employee; to focus on sustainable impact, to care about each other’s wellbeing, to use our diverse expertise to be curious and optimistic and to develop the skills needed for our future.
If you're interested in working in a dynamic and challenging environment for a company that recognises and rewards your creativity, initiatives and contributions - then Zurich could be just the place for you. Be part of something great.
Our Culture:
At Zurich, our sense of community is strong and we’re particularly passionate about diversity and inclusion, which we’ve won numerous awards for. We want our people to bring the whole of themselves to work and ensure everybody is made to feel welcome, regardless of their background, beliefs or culture. We want our employees to reflect the diversity of our customers, and so are committed to treating all of our applicants fairly and with respect, irrespective of their actual or assumed background, disability or any other protected characteristic. We’ve an environment that places a real importance on our people’s wellbeing from a physical, mental, social and financial perspective. We work with our wellbeing partners and industry experts to provide the best advice and access to a wealth of lifestyle support. We’re also committed to continuous improvement and we offer access to a comprehensive range of training and development opportunities. We’re passionate about supporting employees to help others by getting involved in volunteering, charitable and community activity. Our charitable arm, Zurich Community Trust, is one of the longest-established corporate trusts in the UK. In that time, we’ve awarded grants and volunteered time to deserving causes in the UK valued at over £90 million.
So make a difference. Be challenged. Be inspired. Be supported, Love what you do. Work for us. . #LI-Hybrid

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