Senior Service Desk Analyst

JR United Kingdom; Newcastle upon Tyne; On-site; GBP 35,000 - 50,000; Full time

Job summary

A leading insurance company seeks a Senior Service Desk Analyst in Newcastle to enhance IT functionality and provide expert support. The role involves troubleshooting, mentoring, and ensuring top-notch IT services within a collaborative environment. Competitive salary, career development options, and comprehensive benefits are offered.

Benefits

Career development

Educational opportunities

Healthcare benefits

Pension plan

Health subsidy

Wellbeing programs

Qualifications

• Experience mentoring junior analysts.
• Expertise in hybrid environments and Microsoft 365.
• Knowledge of networking and IT infrastructure.

Responsibilities

• Provide advanced support for IT services and mentor junior staff.
• Deploy new software/hardware and perform routine maintenance.
• Troubleshoot complex issues and ensure excellent customer service.

Skills

Customer Service

Communication

IT Support Processes

Problem Diagnosis

Mentoring

Education

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

Tools

Microsoft 365

Active Directory

Exchange

Azure AD

Job description

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Senior Service Desk Analyst, Newcastle-upon-Tyne, Tyne and Wear

Client: Venquis

Location: Newcastle-upon-Tyne, Tyne and Wear, 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 – London

Reporting to: Head of IT Operations

Hours: 33.75

Location: London

About the company: A P&I Insurance company, with 240 employees worldwide. Main office near Liverpool Street station, London, with additional 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.

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, assist in training, foster a positive team environment.
• System Management: Deploy new software/hardware, perform routine maintenance, support onboarding/offboarding processes, maintain documentation.

Person Specification:

• Deep understanding of IT support processes and best practices.
• Ability to diagnose and resolve issues quickly.
• Experience mentoring junior analysts.
• Expertise in hybrid environments and Microsoft 365, Intune, Autopilot, Active Directory, Azure AD, Exchange.
• Financial services industry experience.
• Networking and IT infrastructure knowledge.
• Excellent customer service and communication skills.
• Bachelor’s degree in IT, Computer Science, or related field.
• Certifications like Microsoft, CompTIA, ITIL v3/v4, ISO27001 awareness, experience with ServiceDesk systems like Freshworks, and technologies such as Meraki, Cisco, Cato, Oracle Cloud, SharePoint, SCCM, SCOM, PowerShell, Automation, and scripting.

What you will get: Collaborative environment, work-life balance, career development, educational opportunities, benefits including healthcare, pension, health subsidy, 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 you to apply.