Senior Service Desk Analyst

JR United Kingdom; Chesterfield; Hybrid; GBP 35,000 - 50,000; Full time

Job summary

A leading insurance company seeks a Senior Service Desk Analyst based in Chesterfield. The role involves providing advanced technical support, mentoring junior staff, and ensuring excellent customer service. The position offers career development opportunities within a supportive environment, hybrid working arrangements, and a diverse culture.

Benefits

Private healthcare

Pension contributions

Health subsidies

Wellbeing programs

Professional training access

Qualifications

• Deep understanding of IT support processes and best practices.
• Experience mentoring junior support analysts.
• Ability to diagnose and resolve technical issues quickly.

Responsibilities

• Provide advanced technical support for IT services.
• Troubleshoot and resolve complex technical issues.
• Mentor and coach junior support desk analysts.

Skills

Customer service

Technical troubleshooting

Communication

Mentoring

Problem management

Education

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

Relevant certifications such as Microsoft, CompTIA, ITIL v3/v4 Foundation

Tools

Microsoft 365

Active Directory

Exchange

ServiceDesk systems (e.g., Freshworks)

PowerShell

Job description

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Senior Service Desk Analyst, Chesterfield

Client: Venquis

Location: Chesterfield, 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 – Chesterfield

Reporting to: Head of IT Operations

Hours: 33.75

Location: Chesterfield

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 within the organisation.

Key Responsibilities:

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

System Management:

• Deploy new software versions and hardware.
• Conduct routine system maintenance, updates, and backups.
• Support starter and leaver processes.
• Maintain accurate documentation of support requests, resolutions, 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 support analysts.
• Expertise in hybrid environments.
• Knowledge of Microsoft 365, Intune, Autopilot, Active Directory, Azure AD, and Exchange.
• Experience in the financial services industry.
• Good understanding of networking concepts and IT infrastructure.
• Excellent customer service, communication, and interpersonal skills.
• Fluent in English, both written and spoken.
• Bachelor’s degree in IT, Computer Science, or related field.
• Relevant certifications such as Microsoft, CompTIA, ITIL v3/v4 Foundation.
• Experience working in ISO27001 environments with security incident awareness.
• Experience with ServiceDesk systems, especially Freshworks.
• Knowledge of technologies like Meraki, Cisco, Cato, Oracle Cloud, SharePoint, SCCM, SCOM, PowerShell, automation, and scripting.

What you will get:

• A supportive and friendly working environment with career development opportunities.
• Hybrid working policy and work-life balance initiatives.
• Access to professional training, including the P&I Qualification.
• Benefits such as private healthcare, pension contributions, health subsidies, and wellbeing programs.

Company Values:

• Mutuality: Fairness among members.
• Integrity: Upholding high ethical, legal, and regulatory standards.
• Safety and Sustainability: Contributing to safety and environmental preservation.
• Transparency: Building trust through open communication.
• Excellence: Enabling employees to reach their full potential.
• Collaborative: Embracing diversity, flexibility, and inclusivity.

**Our client is committed to providing excellent service and a people-centered culture based on mutual respect and support. We encourage you to apply.**