Senior Service Desk Analyst

JR United Kingdom; Stockport; Hybrid; GBP 40,000 - 55,000; Full time

Job summary

A leading A P&I Insurance company is seeking a Senior Analyst to enhance IT services and support. This position involves providing advanced technical support, mentoring junior staff, and managing system functionalities within a collaborative work environment. Offering competitive benefits including a hybrid working policy and educational pathways, it's an opportunity for professional growth in a supportive culture.

Benefits

Private healthcare

Generous employer’s contribution to the Group Pension Fund

Access to comprehensive wellbeing and savings programme

Educational access to the Protection & Indemnity Qualification

Work-life balance initiatives

Qualifications

• Deep understanding of IT support processes and best practices.
• Expertise in hybrid environments and Microsoft 365.
• Experience mentoring junior support analysts.

Responsibilities

• Provide advanced technical support for IT services and systems.
• Mentor and coach junior support desk analysts.
• Perform routine system maintenance and deployments.

Skills

Technical Support

Customer Service

Problem Management

Interpersonal Skills

Communication

Education

Bachelor’s degree in information technology or Computer Science

ITIL v3/v4 Foundation Certification

Industry certifications (Microsoft, CompTIA)

Tools

Freshworks

Microsoft 365

SCCM

Active Directory

Job description

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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

• 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.
• 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.
• 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 ServiceDesk ticketing system, specifically Freshworks.
• Experience with any of the following technologies – Meraki, Cisco, Cato, Oracle Cloud, SharePoint, SCCM, SCOM, PowerShell, Automation and scripting.

What you will get:

• Joining our collaborative, supportive and friendly working environment, you will enjoy a rewarding career with the opportunity to build on your existing skills and knowledge.
• We offer great work life balance initiatives, including competitive hybrid working policy.
• Clear and transparent career pathway – offering you continued support with enhancing your skills and creating employment development opportunities.
• We offer free educational access to the Protection & Indemnity Qualification, created by the International Group of P&I Clubs.
• An attractive benefits package which includes, private healthcare, and a generous employer’s contribution to the Group Pension Fund.
• We also provide competitive health subsidy, and access to our comprehensive wellbeing and savings programme throughout the year, to create an environment that supports everyone’s mental and physical health.

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 potentials team members, industry experts, leaders, and managers.

Collaborative - embracing flexibility, diversity, and inclusivity.

**My client 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**