IT Service Desk Analyst - 1st Line Support, Remote-Eligible

Tokio Marine HCC – A&H Group; United Kingdom; Hybrid; GBP 26,000 - 38,000; Full time

Job summary

Tokio Marine HCC – A&H Group in Bridgend is seeking an IT Service Desk Analyst to deliver first‑line technical support for about 2,500 users. You will handle incidents via tickets and calls, work with ITIL processes and SLAs, and collaborate with Desktop Support and other IT teams.

The role is primarily office-based with one day per week home working, and requires familiarity with AD, Citrix, Teams, SCCM, Windows 10/Office 365, and basic networking.

Qualifications

• Experience in a Service Desk environment supporting employees in an ITIL setting.
• Strong knowledge of Active Directory and virtualization 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.
• 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).

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

Active Directory

Citrix Workspace

Microsoft Teams

Windows 10

Office 365

SCCM

Networking basics

Customer service

Education

ITIL Foundation Certification

Tools

Citrix

SCCM

AD

Job description

Tokio Marine HCC – A&H Group in Bridgend is seeking an IT Service Desk Analyst to deliver first‑line technical support for about 2,500 users. You will handle incidents via tickets and calls, work with ITIL processes and SLAs, and collaborate with Desktop Support and other IT teams.

The role is primarily office-based with one day per week home working, and requires familiarity with AD, Citrix, Teams, SCCM, Windows 10/Office 365, and basic networking.