Job Description
Our reason is…
To trade people’s lives for the higher via wellness. We are passionate about assisting human beings to lead healthful fulfilled lives by means of offering a area the place they can center of attention on their physical, intellectual and social well-being.
Our mission is to create an surroundings the place health works for everyone. At Virgin Active wellbeing is no longer simply about fitness- it’s about growing actual experiences that aid individuals in their holistic fitness journey.
We furnish a luxurious health surroundings that fosters non-public growth, community, and transformation. Our strategy is accessible, inclusive, and constructed on the basis of social wellness. We function as a full-time onsite feature – due to the fact we accept as true with the pleasant thoughts come to existence when we’re participating in person, sharing thoughts, and constructing together.
Our well-being supplying is constructed on core pillars which outline who we are and how we supply on our promise:
Refreshing Real Experiences: Authentic, attractive experiences that encourage lasting wellness.
Holistic Wellness: A complete strategy integrating fitness, mental health, nutrition, and recovery.
Curated Guidance and Progress: Personalized teaching and applications to aid sustainable progress.
Communities Without Conformity: Diverse, welcoming environments the place every person feels empowered.
Your Purpose…
Join Virgin Active as a Service Desk Administrator the place you will be main the linchpin of our IT operations, embodying the concepts of ITIL to manipulate incidents and troubles efficiently
To supply a responsive and tremendous IT technical guide provider helping our Virgin Active golf equipment and assist functions
To be the first factor of contact for all customers throughout our Virgin Active golf equipment and guide function, offering a responsive and fantastic IT technical assist carrier to unravel their IT problems and fulfil provider requests
To supply super patron service, supply well timed and useful help and speaking successfully with users
Your Duties and Responsibilities…
First-Line Support
Be the first factor of contact for IT-related problems and carrier requests with the aid of cellphone and self provider portal
Accurately log all incidents and provider requests in the IT Service Management (ITSM) system
Gather special data from customers to apprehend the nature of their hassle or request
Provide first-level troubleshooting and decision for a huge vary of hardware, software, and community issues
Follow mounted approaches and know-how base articles to get to the bottom of common issues
Incident Management
Prioritise and control incidents in accordance to severity and impact
Escalate complicated troubles to second-level assist or expert groups when necessary
Where necessary, log incidents and liaise with IT suppliers and companions via their conversation channels
Track the development of incidents and maintain customers knowledgeable of their status
Ensure well timed decision and closure of incidents inside described Service Level Agreements (SLAs)
Service Request Fulfilment
Process and fulfil trendy provider requests, such as password resets, account unlocks, and software program installations
Follow documented approaches for pleasurable carrier requests precisely and efficiently
Ensure customers are informed about the repute and completion of their requests
Knowledge Management:
Contribute to the improvement and upkeep of expertise base articles and troubleshooting guides
Document options to resolved problems to construct a complete understanding repository
Share expertise and excellent practices with different group members
User Communication and Support
Communicate truely and professionally with customers at all ranges of technical understanding
Provide high-quality purchaser carrier and make sure consumer satisfaction
Educate customers on primary IT approaches and self-service options
Follow up with customers to make sure their troubles have been resolved to their satisfaction
Team Collaboration
Work collaboratively with different Service Desk analysts and IT groups to get to the bottom of troubles effectively
Share data and insights to enhance standard crew performance
Participate in crew conferences and make a contribution to a superb group environment
We can’t stay without… (Minimum Requirements)
Proven journey (typically 2+ year) working in an IT help function or a patron provider surroundings with a sturdy technical aptitude
Basic grasp of pc hardware, software, working structures (Windows, macOS), and networking fundamentals
Familiarity with frequent enterprise purposes (e.g., Microsoft Office Suite)
Experience the use of a ticketing device or ITSM tool
Good problem-solving and analytical skills
Excellent verbal exchange and interpersonal skills
Ability to comply with directions and tactics accurately.
A proactive and customer-focused approach
Ability to work correctly underneath stress and control a couple of priorities
Must be in a position to work after hours, weekends, and public vacation trips based totally on enterprise need.
We’d like you to have… (Attributes)
Adaptability (must be in a position to adapt to a quick paced, altering environment)
Be curious (must be inclined to succeed, are searching for possibilities to examine and grow)
Have a triumphing mentality (must be inclined to go over and above to gain success)
Must be stimulated to attain success.
A dedication to making a distinction in people’s lives.
A Growth mindset
The capacity to work independently.
Trustworthiness (must constantly act in doing the proper thing)
A force to create moments of magic for our members.
The capability to make selections and take possession and accountability for the decision.
Action orientation
We’d love you to have… (additional skills)
Wellness knowledge, to have interaction and encourage others to take a holistic method to wellness.
The capability to be agile.
The potential to be collaborative.
High Interpersonal abilities (EQ)
