Senior Service Desk Analyst

JR United Kingdom; Leeds; On-site; GBP 30,000 - 45,000; Full time

Job summary

A leading insurance company is seeking a Senior Service Desk Analyst in Leeds. This role focuses on maintaining IT service efficiency, providing expert support, and mentoring junior staff. Candidates should have strong IT knowledge, excellent communication skills, and relevant certifications. A supportive environment offers work-life balance and career development opportunities.

Benefits

Healthcare

Pension

Health Subsidies

Wellbeing Programs

Qualifications

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

Responsibilities

• Provide advanced support for IT services and troubleshoot complex issues.
• Deploy software/hardware updates and perform routine maintenance.
• Maintain documentation and support onboarding/offboarding processes.

Skills

Technical Support

Troubleshooting

Customer Service

Mentoring

Documentation

Networking Knowledge

Communication Skills

Education

Bachelor’s degree in IT or related field

ITIL certification

Industry Certifications (Microsoft, CompTIA)

Tools

Microsoft 365

Intune

Azure AD

Exchange

ServiceDesk Systems

Freshworks

Job description

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Senior Service Desk Analyst, Leeds, West Yorkshire

Client: Venquis

Location: Leeds, West Yorkshire, 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 – Leeds

Reporting to: Head of IT Operations

Hours: 33.75

Location: Leeds

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: To maintain the efficiency and functionality of IT services within the company, providing expert support to ensure smooth operation of IT systems and services.

Key Responsibilities:

• Technical Support: Provide advanced support for IT services, troubleshoot complex issues, ensure excellent customer service, follow up with users, identify root causes, mentor junior staff, and develop training materials.
• System Management: Deploy software/hardware updates, perform routine maintenance, support onboarding/offboarding processes, and maintain documentation.

Person Specification:

• Deep understanding of IT support processes and best practices.
• Ability to diagnose and resolve issues quickly.
• Experience mentoring support analysts.
• Expertise in hybrid environments, Microsoft 365, Intune, Autopilot, Active Directory, Azure AD, and Exchange.
• Financial industry experience, networking knowledge, IT infrastructure understanding, and excellent communication skills.
• Bachelor’s degree in IT or related field, industry certifications (Microsoft, CompTIA), ITIL certification, experience in ISO27001 environments, and familiarity with ServiceDesk systems like Freshworks.

What you will get: A supportive environment, work-life balance, career development, educational opportunities, benefits including healthcare, pension, health subsidies, and wellbeing programs.

Company Values: Mutuality, Integrity, Safety and Sustainability, Transparency, Excellence, Collaboration.

Our client is committed to providing excellent service and fostering a respectful, supportive culture. We encourage applications from all qualified candidates.