Enable job alerts via email!

Senior Service Desk Analyst

Steamship Mutual

London

Hybrid

GBP 40,000 - 60,000

Full time

2 days ago

Be an early applicant

Boost your interview chances

Create a job specific, tailored resume for higher success rate.

Job summary

A leading company in the P&I insurance sector seeks a Senior Service Desk Analyst to enhance IT service efficiency. The role involves providing expert technical support, mentoring junior analysts, and ensuring smooth operation of IT systems. Join a collaborative environment with opportunities for professional development and a competitive benefits package.

Benefits

Private healthcare

Wellbeing subsidy

Flexible working policy

Qualifications

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

Responsibilities

Provide advanced technical support for IT services.
Mentor and coach junior support desk analysts.
Routine system maintenance checks and updates.

Skills

Customer Service

Technical Support

Problem Solving

Communication

Education

Bachelor's degree in Information Technology or related field

Tools

Microsoft 365

Intune

Active Directory

Azure AD

Exchange

Steamship Mutual is a P&I insurance company, with 240 employees worldwide. The main office is based near Liverpool Street station, London. We have 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.

About the company

Overall Job Purpose:

Requirements

Key Responsibilities:

Technical Support

Provide advanced technical support for a wide range of IT services, including end user hardware, software applications and network issues
Troubleshoot and resolve complex technical issues escalation from junior support staff
Ensure excellent customer service and communication throughout the support process.
Proactively follow up with users upon resolution to confirm the issue has been satisfactorily addressed.
As part of problem management, identify root causes and/or mitigation options

Team Leadership

Mentor and coach junior support desk analysts, providing guidance and support as needed
Assist in training new team members and developing training materials
Foster a positive and collaborative team environment

System Management

Deployment of new software versions and hardware.
Routine system maintenance checks, updates and backups to ensure service continuity.
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 quickly diagnose and resolve technical issues
Experience in mentoring junior support analysts
Expertise of hybrid environments
Expertise across Microsoft 365, Intune, Autopilot, Active Directory, Azure AD and Exchange
Financial services Industry experience
Good understanding of networking concepts and implementation
Good general understanding of IT infrastructure.
Exceptional customer service skills, with strong communication and interpersonal abilities.
Excellent written and spoken English

Desirable

Bachelor's degree in information technology, Computer Science, or a related field.

Industry certifications such as Microsoft and CompTIA.

ITIL v3/v4 Foundation Certification, and/or working a structured ITIL environment.

Experience working in a structured ISO27001 environment with awareness of security incident processes and CIS benchmarks.

Experience with a Service Desk ticketing system, specifically Freshworks.
Experience with any of the following technologies - Meraki, Cisco, Cato, Oracle Cloud, SharePoint, SCCM, SCOM, PowerShell, Automation and scripting

Benefits

Join Us at Steamship Mutual

Become part of our collaborative, supportive, and friendly working environment, where you can enjoy a rewarding career with opportunities to enhance your existing skills and knowledge. We prioritise a healthy work-life balance and offer a competitive hybrid working policy
Our clear and transparent career pathways provide continuous support for skill enhancement and create opportunities for professional development. Additionally, we offer access to the Protection & Indemnity Qualification, created by the International Group of P&I Clubs
Our attractive benefits package includes private healthcare and a competitive wellbeing subsidy

Company Values

Mutuality ensuring fairness amongst Club Members

Integrity upholding high ethical, legal, and regulatory standards

Safety and Sustainability contributing to safety of life at sea and the preservation of the environment

Transparency building strong relationships based on trust and open communication

Excellence enabling our people to realise their full potential as team members, industry experts, leaders, and managers

Collaborative embracing flexibility, diversity, and inclusivity

**Steamship Insurance Management Services Ltd is committed to providing a great service to all our members. We pride ourselves on offering a people-centred culture that provides mutual respect and support for all our staff and we welcome and encourage you to apply**

Seniority level

Seniority level
Associate

Employment type

Employment type
Full-time

Job function

Job function
Information Technology
Industries
Technology, Information and Internet

Referrals increase your chances of interviewing at Steamship Mutual by 2x

Windsor, England, United Kingdom 3 days ago

London, England, United Kingdom 1 month ago

London, England, United Kingdom 4 days ago

London, England, United Kingdom 6 days ago

Systems Support Manager - London, NW1 4SA

London, England, United Kingdom 4 days ago

London, England, United Kingdom 1 month ago

London, England, United Kingdom 3 weeks ago