IT Service Desk Analyst

Tokio Marine HCC International; Bridgend; On-site; 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

Job Title: IT Service Desk Analyst

Reporting to: Service Desk Lead

L ocation: Bridgend

Position Type: Full Time, primarily office-based, with the possibility of working from home one day per week.

Hours: Shift pattern between 08:00 and 18:00, Monday to Friday, with occasional out-of-hours support

Overview:

Why Tokio Marine HCC?

Standing still is not an option in the current world of Insurance. TMHCC is one of the world’s leading Specialty Insurers. With deep expertise in our chosen lines of business, our unparalleled track record and a solid balance sheet, TMHCC evaluates and manages risk like no one else in the industry. Looking beyond profit, empowering our people and delivering on our commitments are at the core of our customer values, along with a desire to grow and provide creative and innovative solutions to our clients.

This role sits within: IT

We are the foundation for TMHCC’s success - enabling the business to grow, compete, and innovate through technology, security, and solution design. From shaping strategy to delivering resilient operations, we ensure every capability is aligned to business value. Our inclusive and collaborative culture empowers everyone to explore ideas, solve meaningful challenges, and build fulfilling careers that make a real impact.

Job Purpose:

Provide exceptional 1st line technical support to a user base of approximately 2500. The role holder will collaborate closely with our Desktop Support Team and other 2nd and 3rd line teams to play a pivotal role in incident/request resolution and delivering valuable end-user guidance. The current team operates on a shift pattern between 08:00 – 18:00, Monday to Friday, with occasional out-of-hours support required. The team includes members in London, Bridgend, Leicester, Paris, Luxembourg, Dusseldorf, and Barcelona. This position is primarily office-based, with the possibility of working from home one day a week.

Key Responsibilities:

• 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.

Skills and Experience Specification:

• 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.
• A keen eye for detail and dedication to delivering high-quality results.
• 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.
• Strong problem-solving abilities and basic hardware configuration and repair experience.
• ITIL Foundation Certification or willingness to obtain within the first year of employment (preferred).

What We Offer

The Tokio Marine HCC Group of Companies offers a competitive salary and employee benefit package. We are a successful, dynamic organization experiencing rapid growth and are seeking energetic and confident individuals to join our team of professionals.

The Tokio Marine HCC Group of companies is an equal opportunity employer. Please visit www.tmhcc.com for more information about our companies.

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