1st Line IT Service Desk Analyst - Hybrid/Remote

Tokio Marine HCC International; Bridgend; Hybrid; GBP 26,000 - 38,000; Full time

Job summary

Tokio Marine HCC International is seeking an IT Service Desk Analyst to provide first-line technical support for a 2500-user base. The role sits in IT and operates on a shift pattern, primarily office-based in Bridgend, with one day per week remote.

You will work with the Desktop Support Team and other IT groups to resolve incidents, create knowledge articles, and contribute to ongoing projects while following ITIL processes and security guidelines.

Qualifications

• Experience in a Service Desk environment supporting employees in an ITIL setting.
• Solid knowledge of AD and virtualisation technologies such as Citrix.
• Strong customer service, communication and problem-solving skills.
• Familiarity with core networking concepts (DNS/DHCP) and Windows environments.

Responsibilities

• Respond to end-user inquiries via self-service tickets and phone calls.
• Provide remote 1st line technical support, using knowledge base and IT team collaboration.
• Manage ticket queues, ensure proper categorisation, updates and progress.
• Follow ITIL Incident, Request and Problem management processes with SLAs.
• Collaborate with 2nd/3rd line teams to improve 1st line fix rate.
• Create and maintain Knowledge Articles for efficient incident resolution.
• Participate in IT projects and team training sessions.
• Uphold TMHCC security policies and SLAs.

Skills

Customer service

Communication skills

Problem solving

Education

ITIL Foundation Certification

Tools

Active Directory

Citrix

Citrix Workspace

Microsoft Teams

SCCM

DNS

DHCP

Windows 10

Office 365

Job description

Tokio Marine HCC International is seeking an IT Service Desk Analyst to provide first-line technical support for a 2500-user base. The role sits in IT and operates on a shift pattern, primarily office-based in Bridgend, with one day per week remote.

You will work with the Desktop Support Team and other IT groups to resolve incidents, create knowledge articles, and contribute to ongoing projects while following ITIL processes and security guidelines.