• Bournemouth
Vitality is an award winning, dynamic and vibrant financial services provider, with a ground-breaking vision for the future, where individuals are enabled to succeed and are rewarded and recognised for their contribution to our business.

Our CORE PURPOSE is to make people healthier and to enhance and protect their lives. From people to products and processes, we aspire to deliver on our purpose in everything we do.

Our VISION is to be the BEST health insurer in the UK

We are looking for talented individuals who are committed to living our values and delivering an award winning service to our customers.

Overall Job Purpose

Act as part of the Service desk team that provides IT 1st line service desk support for Vitality. Core
responsibilities will include communicating with internal stakeholders, VIP’s and external 3rd parties
about a wide variety of IT issues. You will be expected to complete user access to applications and other
service requests, attempt to troubleshoot incidents/rectify issues independently (1st line fix), whilst
escalating more complex issues to the appropriate resolver group where required.


To accurately record incidents reported to the Service Desk, using the relevant Logging Systems
in a timely manner in accordance with agreed SLA’s.
To ensure incidents are allocated to the correct Resolver Groups.
Escalate issues as appropriate in accordance with published procedures
To understand the needs and requirements of the business in order to provide exceptional levels of Customer Service to users.
To provide technical and user support to meet the requirements of the Service Desk.
To accurately diagnose and resolve first-line incidents logged with the Service Desk.
To participate in project based work and other departmental activities including the performance of routine procedures and incident management.
Potential service issues analysed and addressed within area of expertise to ensure major threats to IT service are resolved pro-actively.
Customer generated problems/incidents and issues, and system generated problems/incidents and issues resolved to ensure continuity of IT service.

Skills Required


Good standard of education including 5 GCSE’s grade A-C or equivalent
Previous call centre or Service desk experience
Strong communicator – Written and oral
Demonstrable track record of delivering a consistently high level of telephone-based service, preferably in a regulated environment
Must display a positive attitude at all times and be customer focused
Team player
Experience of working within deadlines, operating in a high pressure environment
Able to show a high degree of accuracy and attention to detail in all tasks
Be able to work varying different shifts including weekend and on-call responsibilities on a rota basis
Be resilient


ITIL v2 or v3 Foundation Certificate
Working knowledge of MS Outlook/Word/Excel/PowerPoint, Project & Visio

Working for Vitality, you'll experience an exciting mix of creativity and innovation, within a framework of challenging objectives and a passion for delivering the best. We think work should be fun and sociable, and we want our people to get the most out of every day.

Our people are chosen for their skills, knowledge, enthusiasm and attitude but above all, their belief that anything can be achieved.