Incident Associate

Vencora Business Unit: Job Summary: Within a structured environment with limited supervision must provide first line service desk support to the SSP customer base using the required standards, methods and tools as directed. Job Description: Roles & Responsibilities: Receives and handles requests for support following agreed procedures • Responds to requests for support by providing information to enable incident resolution and promptly allocates unresolved calls as appropriate • Maintains records and advises relevant persons of actions taken Ability to investigate and provide solutions for issues raised either from client calls to the service desk or from internal sources • Ability to produce clear specifications relating to user problems that ensure timely and efficient solutions • Ability to recognise when a call is not readily resolvable, and how to escalate it • Ability to carry out testing and investigate and report error found • To assist the Service Desk Manager and/or Service Desk Team Leader to control the number of calls open on the Help Desk • To use the formal call logging system in place, and be responsible for the quality of the information recorded • Ability to work as part of a team • Demonstrate an excellent customer service focus when dealing with clients • Produce site visit reports and following up actions where appropriate • Takes ownership for learning Working knowledge of any SSP product including good knowledge of one or more areas/sub-systems of the product, its technical development environment and the database structure • Experience of working on a Service Desk, analysing and resolving client issues. This includes familiarity with the use of SQL and/or database manipulation techniques used in data conversions • Computer literacy • Knowledge of insurance industry • A working knowledge of one or more specified operating systems appropriate for SSP's needs • Equivalent work experience preferably in one or more of the following areas: o General IT Training/Support o Insurance Brokerage o Insurance Company o Training Company o Technical, e.g. hardware, operating systems or programming Worker Type: Regular Number of Openings Available: 1

Location: Halifax, Calderdale, GB

Posted Date: 9/7/2025