Senior Service Desk Analyst

JR United Kingdom; Southampton; On-site; GBP 30,000 - 50,000; Full time

Job summary

A leading company in P&I Insurance is seeking a Senior Service Desk Analyst in Southampton. In this role, you will maintain IT service efficiency, providing expert support to ensure smooth IT operations. You will be responsible for advanced technical support, system management, and mentoring junior staff within a collaborative team. An ideal candidate will possess a bachelor's degree in IT and relevant industry experience, alongside strong analytical and customer service skills.

Benefits

Work-life balance

Career development

Educational opportunities

Healthcare benefits

Pension

Health subsidy

Wellbeing programs

Qualifications

• Deep understanding of IT support processes
• Experience mentoring support analysts
• Knowledge of hybrid environments

Responsibilities

• Provide advanced support for IT services and troubleshoot complex issues.
• Deploy software and hardware updates and maintain documentation.

Skills

Technical Support

Customer Service

Communication

Networking

Education

Bachelor’s degree in IT or related field

Tools

Microsoft 365

Intune

Active Directory

PowerShell

Job description

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Senior Service Desk Analyst, Southampton

Client: Venquis

Location: Southampton, 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 – Southampton

Reporting to: Head of IT Operations

Hours: 33.75

Location: Southampton

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: The senior analyst maintains IT service efficiency and provides expert support for smooth IT system operations.

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 team collaboration.
• System Management: Deploy software and hardware updates, perform system maintenance, support onboarding and offboarding processes, maintain documentation.

Person Specification:

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

What you will get: A supportive 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.