Hybrid IT Service Desk Analyst – 1st Line Support

Tokio Marine HCC – A&H Group; Bridgend; Híbrido; GBP 22.000 - 28.000; Jornada completa

Descripción de la vacante

Tokio Marine HCC – A&H Group is seeking an IT Service Desk Analyst to provide 1st line technical support to a user base of around 2,500. The role collaborates with Desktop Support and other IT teams to resolve incidents and guide end users.

The position is primarily office-based in Bridgend, with one remote day per week. You will handle tickets, use the knowledge base, and contribute to knowledge articles while following ITIL practices and security policies.

Formación

• Experience in a Service Desk environment supporting employees in an ITIL setting.
• Strong knowledge of Active Directory and virtualisation technologies, such as Citrix and Citrix Workspace.
• Experience with video conferencing equipment and software, including Microsoft Teams.
• Ability to prioritise and manage multiple tasks and deadlines effectively.
• Flexibility and adaptability in response to changing priorities and business needs.
• Demonstrable technical support and desktop management expertise, including Windows 7/10, Office 2016, O365, SCCM, AD, Citrix, and more.
• Solid understanding of basic networking principles, such as TCP/IP, DNS, and DHCP.
• Excellent customer service, telephone, and communication skills.
• ITIL Foundation Certification or willingness to obtain within the first year of employment (preferred).

Responsabilidades

• Efficiently and professionally respond to end-user inquiries via self-service tickets and phone calls.
• Provide remote, technical 1st line support, utilising your skills, knowledge, and experience, as well as consulting our extensive knowledge base and collaborating with the broader IT department.
• Manage assigned ticket queue and monitor shared service desk queues, ensuring tickets are accurately categorised, updated and progressed.
• Adhere to ITIL best practice approaches for Incident, Request, and Problem management processes, aligned with agreed-upon SLAs.
• Collaborate closely with 2nd and 3rd line teams to enhance the 1st line fix rate.
• Build and maintain strong working relationships within TMHCC.
• Create and maintain Knowledge Articles enabling the most efficient resolution of incidents and answering of questions.
• Participate in various IT projects.
• Engage in regular team meetings and training sessions to stay current with the latest technology trends and solutions.
• Uphold TMHCC security policies, procedures, controls, and agreed-upon SLAs.

Conocimientos

Service Desk

ITIL

Active Directory

Citrix Workspace

Microsoft Teams

Networking basics

Windows & SCCM

Customer service

Communication

Herramientas

SCCM

Microsoft Teams

Citrix

Office 365

Descripción del empleo

Tokio Marine HCC – A&H Group is seeking an IT Service Desk Analyst to provide 1st line technical support to a user base of around 2,500. The role collaborates with Desktop Support and other IT teams to resolve incidents and guide end users.

The position is primarily office-based in Bridgend, with one remote day per week. You will handle tickets, use the knowledge base, and contribute to knowledge articles while following ITIL practices and security policies.