Help Desk Analyst (IT)

SiriusPoint Ltd.; United Kingdom; Hybrid; GBP 30,000 - 50,000; Full time

Job summary

Join a forward-thinking company as a Help Desk Analyst, where you will be pivotal in providing technical support to a diverse global team. This role emphasizes resolving complex IT issues and ensuring a seamless experience for colleagues. You will thrive in a hybrid work environment, collaborating with talented professionals and contributing to a culture of innovation and inclusivity. With opportunities for personal growth and a commitment to excellence, this position offers a unique chance to make a significant impact in a dynamic industry. If you're ready to elevate your career and embrace new challenges, this role is perfect for you.

Qualifications

• Experience in a support/help desk environment focusing on complex issue resolution.
• Strong analytical skills to diagnose and resolve root causes effectively.

Responsibilities

• Provide technical support for desktop systems, software, and network issues.
• Handle incoming IT requests and ensure customer satisfaction through proactive updates.

Skills

Technical Support Experience

Excellent Communication Skills

Analytical Skills

MS 365 Admin Center Knowledge

ServiceNow Experience

WiFi/Network Troubleshooting

Tools

ServiceNow

MS Azure

Office365

AD Manager Plus

Job description

Help Desk Analyst

Location: London

Employee: Reports to Emma Griffiths

Direct Reports: None

Working Arrangements: Full time, 35 hours per week, hybrid

Who We Are

SiriusPoint is a global (re)insurer writing a worldwide portfolio of businesses including Accident & Health, Liability, Property, and Specialty. Bermuda-headquartered and listed on the NYSE (SPNT), we focus on growth, profitability, and technological innovation in insurance.

We challenge convention, disrupt traditional methods, and strive for excellence and continuous learning. Our London office writes across various lines including accident & health, property, casualty, and energy insurance, through platforms like Sirius International Managing Agency (SIMA) and Sirius International UK Branch.

Purpose of Role

As a Help Desk Analyst, you will provide technical support to global colleagues for desktop systems, software, hardware, and network issues. You will report to the Help Desk Manager and your responsibilities include:

• Providing reliable onsite support in the London office (Core onsite days: Monday – Thursday)
• Handling incoming IT requests via phone, email, Virtual Agent, and self-service, prioritizing and resolving issues efficiently with a focus on first-time resolution
• Tracking and responding to tickets using ServiceNow
• Ensuring customer satisfaction through proactive updates and escalation when needed
• Configuring Windows 11 laptops and Apple iPhone devices for onboarding
• Handling hardware deployment, configuration, and system updates
• Troubleshooting network and internet connectivity, including Teams Rooms and hardware
• Providing documentation, training, and instructions to staff and management, maintaining IT assets
• Serving as an escalation point for junior technicians
• Occasional overseas travel
• Performing other IT duties as required
• Complying with FCA conduct rules as per Employee Handbook

Our Culture

We foster a culture of innovation, openness, and entrepreneurship. We value diverse voices and contributions, making SiriusPoint a fun, exciting, and productive place to work, where everyone is encouraged to be authentic and proactive.

Skills and Abilities

• Experience in a support/help desk environment with a focus on resolving complex issues urgently
• Excellent communication and interpersonal skills with a customer service mindset
• Strong analytical skills to diagnose and resolve root causes effectively
• Ability to collaborate and share knowledge with IT teams
• Patience and adaptability when working with non-technical users
• Knowledge of MS 365 Admin Center, MS Azure, ServiceNow, Office365, AD Manager Plus, and WiFi/Network troubleshooting

We Achieve More Together

We are committed to diversity, equity, inclusion, and belonging (DEI&B), fostering an environment where everyone can thrive, contribute, and reach their full potential.