Senior Service Desk Analyst

JR United Kingdom; Bournemouth; Hybrid; GBP 40,000 - 55,000; Full time

Job summary

A leading company in insurance is seeking a Senior Service Desk Analyst to maintain efficient IT operations in Bournemouth. The role involves providing advanced technical support and mentoring junior analysts within a collaborative team. Ideal candidates will possess deep IT knowledge, excellent communication skills, and relevant certifications.

Benefits

Supportive working environment

Career development opportunities

Work-life balance initiatives

Private healthcare

Pension contributions

Health subsidies

Qualifications

• Deep understanding of IT support processes and best practices required.
• Experience mentoring junior analysts is essential.
• Exceptional customer service and communication skills are a must.

Responsibilities

• Provide advanced technical support for IT services.
• Mentor and coach junior support analysts.
• Perform routine system maintenance, updates, and backups.

Skills

Technical Support

Customer Service

Mentoring

Problem Solving

Communication

Education

Bachelor’s degree in IT, Computer Science, or related field

Tools

Microsoft 365

Active Directory

Exchange

Freshworks

PowerShell

Job description

Social network you want to login/join with:

Senior Service Desk Analyst, Bournemouth

Client: Venquis

Location: Bournemouth, United Kingdom

Job Category: Other

EU work permit required: Yes

Job Views: 1

Posted: 04.06.2025

Expiry Date: 19.07.2025

Job Description:

Position: Senior Service Desk Analyst – Bournemouth

Reporting to: Head of IT Operations

Hours: 33.75

Location: Bournemouth

About the company

A P&I Insurance company with 240 employees worldwide, based near Liverpool Street station, London, with offices in Bermuda, Brazil, Cyprus, Greece, Hong Kong, Japan, and Singapore.

Overall Job Purpose:

The senior analyst plays a crucial role in maintaining the efficiency and functionality of IT services within the company, providing expert-level support to ensure smooth operation of IT systems and services.

Key Responsibilities:

Technical Support

• Provide advanced technical support for IT services, including hardware, software, and network issues.
• Troubleshoot and resolve complex technical issues escalated from junior staff.
• Ensure excellent customer service and communication.
• Follow up with users to confirm resolution satisfaction.
• Identify root causes and mitigation options as part of problem management.
• Mentor and coach junior support analysts.
• Assist in training new team members and developing training materials.
• Foster a positive team environment.

System Management

• Deploy new software versions and hardware.
• Perform routine system maintenance, updates, and backups.
• Support starter and leaver processes.
• Maintain accurate documentation of support requests and system configurations.

Person Specification:

• Deep understanding of IT support processes and best practices.
• Ability to diagnose and resolve technical issues quickly.
• Experience mentoring junior analysts.
• Expertise in hybrid environments.
• Knowledge of Microsoft 365, Intune, Autopilot, Active Directory, Azure AD, and Exchange.
• Experience in the financial services industry.
• Understanding of networking concepts and IT infrastructure.
• Exceptional customer service and communication skills.
• Fluent English (written and spoken).
• Bachelor’s degree in IT, Computer Science, or related field.
• Certifications such as Microsoft, CompTIA, ITIL v3/v4 Foundation.
• Experience with ISO27001, security incident processes, CIS benchmarks.
• Experience with ServiceDesk systems like Freshworks.
• Knowledge of Meraki, Cisco, Cato, Oracle Cloud, SharePoint, SCCM, SCOM, PowerShell, scripting.

What you will get:

• Supportive and friendly working environment with career development opportunities.
• Work-life balance initiatives, including hybrid working policy.
• Clear career pathways and ongoing skills enhancement.
• Access to educational resources like the P&I Qualification.
• Benefits including private healthcare, pension contributions, health subsidies, and wellbeing programs.

Company Values

• Mutuality: Fairness among members
• Integrity: High ethical and regulatory standards
• Safety and Sustainability: Contributing to safety and environmental preservation
• Transparency: Building trust through open communication
• Excellence: Enabling staff to reach full potential
• Collaborative: Embracing diversity and inclusivity

Our client is committed to providing excellent service and fostering a respectful, supportive culture. We encourage you to apply.