Senior Service Desk Analyst

Steamship Insurance Management Services Ltd; London; Hybrid; GBP 35,000 - 65,000; Full time

Job description

About the company

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.

Key Responsibilities:

Technical Support

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

Team Leadership

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

System Management

1. Deployment of new software versions and hardware.
2. Routine system maintenance checks, updates and backups to ensure service continuity.
3. Support starter and leaver processes.
4. Maintain accurate documentation of support requests, resolutions, and system configurations.

Person Specification:

1. Deep understanding of IT support processes and best practices.
2. Ability to quickly diagnose and resolve technical issues.
3. Experience in mentoring junior support analysts.
4. Expertise of hybrid environments.
5. Expertise across Microsoft 365, Intune, Autopilot, Active Directory, Azure AD and Exchange.
6. Financial services Industry experience.
7. Good understanding of networking concepts and implementation.
8. Good general understanding of IT infrastructure.
9. Exceptional customer service skills, with strong communication and interpersonal abilities.
10. Excellent written and spoken English.

Desirable:

1. Bachelor’s degree in information technology, Computer Science, or a related field.
2. Industry certifications such as Microsoft and CompTIA.
3. ITIL v3/v4 Foundation Certification, and/or working in a structured ITIL environment.
4. Experience working in a structured ISO27001 environment with awareness of security incident processes and CIS benchmarks.
5. Experience with a Service Desk ticketing system, specifically Freshworks.
6. Experience with any of the following technologies – Meraki, Cisco, Cato, Oracle Cloud, SharePoint, SCCM, SCOM, PowerShell, Automation and scripting.

Join Us at Steamship Mutual

1. 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.
2. 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.
3. 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.