Senior Service Desk Analyst

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

Job summary

A leading company in the insurance sector is seeking a Senior Service Desk Analyst to ensure the smooth operation of IT systems. This role involves providing advanced technical support, mentoring junior staff, and enjoying a hybrid working policy with benefits such as private healthcare and pension contributions.

Benefits

Private healthcare

Pension contributions

Health subsidies

Wellbeing programs

Qualifications

• Deep understanding of IT support processes and best practices.
• Experience mentoring junior support analysts.
• Certifications like Microsoft, CompTIA, ITIL v3/v4.

Responsibilities

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

Skills

Troubleshooting

Customer Service

Communication

Technical Support

Education

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

Tools

Microsoft 365

ServiceDesk systems

Active Directory

Azure AD

PowerShell

Job description

Senior Service Desk Analyst, Crawley, West Sussex

Client: Venquis

Location: Crawley, West Sussex, United Kingdom

Job Category: Other

EU work permit required: Yes

Job Views: 1

Posted: 04.06.2025

Expiry Date: 19.07.2025

Job Description:

The Senior Service Desk 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.

Reporting to:

Head of IT Operations

Hours:

33.75

Location:

Crawley, West Sussex

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.

Key Responsibilities:

• 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 strategies for problems.
• Mentor and support junior analysts, assist in training and developing materials.
• Foster a positive team environment.

System Management:

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

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, Microsoft 365, Intune, Autopilot, Active Directory, Azure AD, and Exchange.
• Experience in the financial services industry.
• Good networking and IT infrastructure knowledge.
• Exceptional customer service and communication skills.
• Bachelor’s degree in IT, Computer Science, or related field.
• Certifications like Microsoft, CompTIA, ITIL v3/v4, and awareness of security standards.
• Experience with ServiceDesk systems, such as Freshworks, and technologies like Meraki, Cisco, Cato, Oracle Cloud, SharePoint, SCCM, SCOM, PowerShell, and scripting.

What you will get:

• A supportive and friendly working environment with career development opportunities.
• Hybrid working policy and work-life balance initiatives.
• Clear career pathways and ongoing skills enhancement.
• Free access to the P&I Qualification by the International Group of P&I Clubs.
• Benefits including private healthcare, pension contributions, health subsidies, and wellbeing programs.

Company Values:

Mutuality: Ensuring fairness among Members

Integrity: Upholding high ethical standards

Safety and Sustainability: Contributing to safety at sea and environmental preservation

Transparency: Building trust through open communication

Excellence: Supporting employees to reach their full potential

Collaboration: Embracing diversity and inclusivity

Our client is committed to providing excellent service and fostering a people-centered culture, emphasizing mutual respect and support. We encourage you to apply.