Desktop Analyst

W. R. Berkley Corporation; City Of London; On-site; GBP 30,000 - 45,000; Full time

Job summary

A leading insurance company in London is seeking a proactive Desktop Support Analyst to provide hands-on IT support for users across the UK and Europe. The role involves managing incidents, providing onsite support, and collaborating with teams internationally. Ideal candidates will have 2nd line support experience, strong communication skills, and a customer-centric approach to technology.

Qualifications

• Proven experience in a similar support role.
• Ability to manage incidents and requests effectively.
• Strong customer service orientation.

Responsibilities

• Manage first to third-line incidents and requests.
• Provide onsite support at various locations.
• Prioritize VIP user support.

Skills

2nd line support experience

Strong communication skills

Customer-centric mindset

Structured problem-solving

Time management

Education

ITIL and Microsoft certifications

Tools

ServiceNow

Job description

Responsibilities

Are you the go-to person for solving IT puzzles and keeping tech running smoothly? At WR Berkley UK, we’re looking for a proactive and customer-focused Desktop Support Analyst to join our dynamic team and support users across the UK and Europe.

This role is hands-on, fast-paced, and full of variety—from resolving incidents and managing AV setups to supporting executive users and collaborating across international teams.

What you’ll be doing:

• Managing first to third-line incidents and requests via ServiceNow
• Providing onsite support at The Scalpel, including AV, printers, and meeting rooms
• Prioritising VIP support and ensuring service excellence
• Supporting starter/leaver processes and hardware lifecycle management
• Collaborating with UK, European, and US teams on service desk initiatives
• Applying ITIL methodologies across incident, request, and change management

Qualifications

What we’re looking for:

• Proven 2nd line support experience (insurance industry a plus)
• ITIL and Microsoft certifications desirable
• Strong communication skills across all levels of the business
• Structured problem-solver with excellent time management
• Customer-centric mindset with a passion for tech