Deskside Support Analyst

Markel International; Greater London; On-site; GBP 32,000 - 46,000; Full time

Benefits offered by this job

Annual bonus

Strong benefits package

Pension scheme

Private medical insurance

Job summary

Markel Group in London is seeking a Deskside Support Analyst to provide priority on-site end-user assistance, triage escalated requests, and support offices with deskside needs. You will work in a team, participate in on-call rotations, and help maintain productivity by resolving VPN, network, and device issues using ServiceNow and ITIL practices.

Ideal candidates have solid experience supporting end users in large organizations, familiarity with Windows/Mac, O365, and Cisco WebEx, and strong

Qualifications

• Solid experience providing end-user support in a large organization.
• Experience troubleshooting WAN/LAN print issues.
• Experience supporting Microsoft Managed Desktop (Laptops).
• Experience with ServiceNow and JIRA for tracking issues and projects.
• Experience with Microsoft Office 2016/2019/2021 or O365.
• Experience with Cisco WebEx and AV conference room tech.
• Strong knowledge of MacOS, Windows OS and MS Office.
• Excellent verbal and written communication skills.
• Awareness of desktop virtualization technologies is a plus.
• Experience with TCP/IP and IP addressing; familiarity with Intune.

Responsibilities

• Provide Hands and Eyes Support to end users and related teams.
• Deliver priority support for escalated user issues.
• Participate in projects within the IT team and across other IT groups.
• Troubleshoot and resolve end-user issues and perform root cause analysis.
• Participate in on-call rotation to maintain robust service.
• Complete Install, Move, Add, Change activities via ServiceNow requests.
• Diagnose and resolve VPN, WAN, LAN access problems and escalate as needed.
• Coordinate SOHO kit configuration/shipment for staff.
• Apply ITIL principles in daily practice.
• Support conference room equipment and office hardware.
• Create and maintain self-service knowledge articles and team knowledge base.
• Champion user experience and act as an ambassador for the environment.
• Liaise with vendors regarding incidents and service requests.
• Utilize ServiceNow for triage of end-user tickets.

Skills

End-user support

WAN/LAN troubleshooting

MDL laptops support

ServiceNow

JIRA

Microsoft 365 / O365

MacOS / Windows OS

Communication skills

On-call experience

IP/TCP concepts

Tools

ServiceNow

JIRA

Cisco WebEx

Intune / EMS / M365 endpoint management

Job description

Looking for a role that will have a meaningful impact on the strategic underwriting decisions our business makes?

The Deskside Operations Analyst is responsible for specialised information technology areas performing operational, analytical, and/or technical support functions to maintain and improve the end users experience.

This role would suit a candidate looking to build upon their IT support experience or to take the next step from a Service Desk or Junior IT Support position into a hands‑on Deskside Support role.

What part will you play? If you’re looking for a place where you can make a meaningful difference, you’ve found it. The work we do at Markel gives people the confidence to move forward and seize opportunities, and you’ll find your fit amongst our global community of optimists and problem‑solvers. We’re always pushing each other to go further because we believe that when we realise our potential, we can help others reach theirs.

Join us and play your part in something special!

The opportunity:

The Deskside Support Analyst is responsible for providing priority support for escalated end user issues as part of a team of Deskside Analysts. Your role will be to help onsite but also support the wider offices with deskside needs. Your main focus will be on triage of escalated support requests and supporting users in person at the tech bar. This role plays a key role in improving end user productivity.

What you’ll be doing:

• Providing Hands and Eyes Support (assistance to network, voice, collaboration teams as required).
• Provide priority support for escalated user issues.
• Participate in projects within the team and with other IT Teams within the organisation.
• Supporting the business, contacting the end users encountering challenges for troubleshooting and root cause analysis for accurate assignment and timely resolution.
• Participating in an On‑Call rotation within the wider team to ensure a strong, robust service is provided to the business.
• Complete Install, Move, Add, Change activity via a ServiceNow Service Requests.
• Diagnose and resolve end user network, VPN, Wi‑Fi, and LAN access problems and be responsible for the escalation.
• Coordinating SOHO Kit configuration/shipment for existing employees and new starters.
• Understand principles and practices of ITIL standards.
• Providing conference room equipment support and upkeep.
• Provide support for all office hardware – laptops, thin clients, peripherals, printers, etc.
• Perform PC maintenance, repair, analysis, and testing.
• Assists in creating documentation for self‑service end‑user support knowledge base and for team members as an internal knowledge base and best practice sharing.
• Support the end user experience by being an ambassador of our environment and enabling them to use the technology.
• Liaising with Vendors relating to Incidents and service requests reported by users.
• Utilising ServiceNow platform for triage of End User Support tickets

Our must‑haves:

• Solid experience in supporting end users in a larger organization.
• Experience troubleshooting and resolving WAN/LAN print related issues.
• Experience in supporting Microsoft Managed Desktop - Laptops
• Experience with Service NOW and JIRA for tracking of issues and projects
• Experience in Microsoft Office (2016, 2019, 2021, or O365)
• Experience with Cisco WebEx technology and experience in AV conference rooms technology.
• Solid understanding of MacOS, Windows OS and MS Office products.
• Strong oral and written communication skills.
• Superb communication and customer service skills
• Understanding of desktop virtualization technologies and tools, this will be advantageous, although not a necessity.
• Experience with TCP/IP and IP addressing.Experience with O365/M365 endpoint management and Intune.
• Up to 20% travel required.

Who we are:

Markel Group (NYSE – MKL) a Fortune 500 company with over 60 offices in 20+ countries, is a holding company for insurance, reinsurance, specialist advisory, and investment operations around the world.

We’re all about people | We win together | We strive for better | We enjoy the everyday | We think further

What’s in it for you?

• A great starting salary plus annual bonus & strong benefits package…
• 25 days paid holiday plus Bank Holidays, with the opportunity to buy/sell extra leave
• Fantastic company pension scheme, private medical and dental cover, life assurance, travel insurance cover, income protection, season ticket loan as well as other great benefits on offer
• There are countless opportunities to learn new skills and develop in your career and we can provide the support needed to be able to do just that!

Are you ready to play your part?

Markel celebrates the value of a diverse workforce that brings experience and expertise from a wide variety of backgrounds and life circumstances. Whatever your background, if you feel you meet the requirements of this role then we want to hear from you. We are also happy to consider candidates who are looking for flexible working patterns.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status.

We will ensure that individuals with disabilities are provided with all reasonable accommodations to be able to participate in the job application or interview process and to perform essential job functions if successful. Please contact us via email at [e-mail] or call us at 0161 507 5827 to request any accommodations that may be needed. This includes any alternative formats of any documents or information on how to apply offline.