Service Desk Analyst – SaaS Applications

Service Desk Analyst – SaaS Applications 

Salary circa £31,000 subject to skills and experience

About the Role 

This role is responsible for providing first-line support for SaaS applications, acting as the primary point of contact for user queries, incidents, and service requests. It involves troubleshooting issues within agreed SLAs, managing user access and system configurations, and ensuring SaaS platforms operate efficiently. The role also supports continuous service improvement by identifying recurring issues, maintaining accurate records in ServiceNow, and contributing to knowledge base content. Close collaboration with application teams, product owners, and vendors is key, along with the ability to communicate technical information clearly to non-technical users.

Skills & Experience

• Proven experience in a Service Desk, IT Support, or Application Support environment
• Strong understanding of SaaS platforms and cloud-based applications
• Good working knowledge of ITIL processes (Incident, Request, Change, Problem)
• Hands-on experience with ServiceNow and CMDB management
• Excellent troubleshooting, communication, and customer service skills

What you’ll get for this role:

Our purpose - with you today, for a better tomorrow – is a promise we make to our colleagues too.  And one of the ways we live up to that promise is by investing in you.  We have so much to offer when it comes to being an Aviva colleague.

• Salary: circa £31,000 based (depending on location, skills, experience, and qualifications)

• Bonus opportunity 8% of annual salary - Actual amount depends on your performance and Aviva’s
• Generous pension scheme - Aviva will contribute up to 14%, depending on what you put in
• 29 days holiday plus bank holidays, and you can choose to buy or sell up to 5 days
• Make your money go further - Up to 40% discount on Aviva products, and other retailer discounts
• Up to £1,200 of free Aviva shares per year through our Matching Share Plan and share in the success of Aviva with our Save As You Earn scheme
• Brilliantly supportive policies including parental and carer’s leave
• Flexible benefits to suit you, including sustainability options such as cycle to work
• Make a difference, be part of our Aviva Communities and use your 3 paid volunteering days to help others
• We take your wellbeing seriously with lots of support and tools

Take a look to learn more.  Put a salary into this calculator to see what your total Aviva Reward could be

Aviva is for everyone:

We’re inclusive and welcome everyone – we want applications from all backgrounds and experiences. Excited but not sure you tick every box? Even if you don’t, we would still encourage you to apply. We also consider all forms of flexible working, including part time and job shares.

We flex locations, hours and working patterns to suit our customers, business, and you. Most of our people are smart working – spending around 50% of their time in our offices every week - combining the benefits of flexibility, with time together with colleagues.

To find out more about working at Aviva take a look here

We interview every disabled applicant who meets the minimum criteria for the job. Once you’ve applied, please send us an email stating that you have a disclosed disability, and we’ll interview you.

We’d love it if you could submit your application online. If you require an alternative method of applying, please give Harjot Kaur a call on 07353138456 or send an email to harjot.kaur@aviva.com