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Digital Service Desk Assistant

Brown & Brown, Inc.

Digital Service Desk Assistant

Salary Not Specified

Brown & Brown, Inc., Old Town, Poole

  • Full time
  • Permanent
  • Remote working

Posted 2 weeks ago, 16 May | Get your application in now before you miss out!

Closing date: Closing date not specified

job Ref: 7787009869e44b4b8a52424e658be92e

Full Job Description

  • To be the first line of support and point of contact for the Digital Team and the user.

  • To assist the Digital Products Lead Developer in the management of the service desk system ensuring tickets/tasks are prioritised correctly and allocated across the digital team.

  • Working under the direction of the Digital Products Manager to review and coordinate incidents and service requests, as well as user communication. Basic issue resolution which will be further built upon as the candidate evolves in the role.

  • Build, maintain and provide weekly reports on tickets to the Digital Products Manager that will be used to feed into the wider business MI reporting suite., Work under the direction of the Digital Product Manager to ensure service desk requests are maintained in a timely manner and high priority items are allocated and picked up as priority.

  • Support the Lead Developer in obtaining clarity/requirements by working closely with the business/requester.

  • To undertake initial diagnosis of the request, utilising the tools available to resolve/filter out as many as possible on initial contact.

  • Interrogate SQL databases for anomalies/information to aid in query resolution.

  • Ability to manage own workload ensuring stakeholders are kept up to date with timescales.

    Ability to switch between tasks when there has been a shift in priorities.

  • Good communication skills, capable of communicating with stakeholders at all levels.

  • Gather information for status reports on progress, open/closed items, and current issues.

  • Experience in using bespoke software in an IT role would be beneficial.


    • Experience that would benefit the role but is not essential:
  • Experience using the ICEInsureTech Policy platform.

  • An interest in programming.

  • Experience using Python,

  • Coding experience ideally including HTML and CSS.

  • Kofax (KCM, Insync document service).

  • Version control systems (Git).

  • Code hosting platforms (GitHub/Bitbucket/GitBucket).

  • Bug-Issue Tracking software (JIRA/ZOHO/YouTrack)., GCSE or equivalent (preferred), Technical support: 1 year (preferred)

  • Customer service: 1 year (preferred)

    Free parking

  • On-site parking

  • Work from home


    • Schedule:
  • Monday to Friday

  • No weekends