Summary

This business service desk agent role provides hybrid support from Belfast to clients, brokers, and insurers in the London Markets Insurance sector. The role focuses on handling service desk queries, managing incidents and requests, meeting service targets, and resolving issues through ITIL-aligned processes.

Responsibilities

• Handle client service desk queries by phone
• Log and triage incidents and requests
• Track tickets against agreed SLA and KPI targets
• Perform hygiene checks on ticket queues
• Resolve issues with minimal business disruption
• Escalate repeat issues and service risks
• Maintain knowledge and support team colleagues