Senior Service Desk Analyst

JR United Kingdom; Swindon; Hybrid; GBP 50,000 - 70,000; Full time

Job summary

Rejoignez une entreprise d'assurance P&I reconnue en tant qu'analyste senior du bureau de service. Vous aurez un rôle clé dans le support technique et la mentorat des membres juniors de l'équipe, tout en améliorant l'efficacité des services informatiques. Profitez d'un environnement de travail hybride et d'une culture de soutien, avec des opportunités de développement professionnel et des avantages tels que soins de santé privés et contribution à la retraite.

Benefits

Environnement de travail collaboratif

Politique de travail hybride

Formation continue

Accès aux ressources éducatives

Soins de santé privés

Contributions au régime de retraite

Qualifications

• Expertise dans les environnements hybrides et technologies liés.
• Certifications pertinentes comme Microsoft et ITIL.
• Expérience dans l'industrie des services financiers.

Responsibilities

• Fournir un soutien technique avancé pour les services informatiques.
• Résoudre les problèmes techniques complexes.
• Former et encadrer les analystes juniors.

Skills

Dépannage rapide

Service client exceptionnel

Mentorat

Collaboration

Education

Baccalauréat en informatique ou domaine connexe

Tools

Microsoft 365

Intune

Active Directory

Azure AD

Exchange

ServiceDesk (Freshworks)

Job description

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. The main office is 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:

• Provide advanced technical support for IT services, including hardware, software, and network issues.
• Troubleshoot and resolve complex technical issues escalated from junior staff.
• Maintain excellent customer service and communication.
• Follow up with users post-resolution to confirm satisfactory issue resolution.
• Identify root causes and mitigation options as part of problem management.
• Mentor and coach junior support desk analysts.
• Assist in training new team members and developing training materials.
• Foster a positive team environment.

System Management:

• Deploy new software versions and hardware.
• Conduct routine system maintenance, updates, and backups.
• Support starter and leaver processes.
• Maintain accurate documentation of support requests and system configurations.

Person Specification:

• Deep understanding of IT support processes and best practices.
• Ability to diagnose and resolve technical issues quickly.
• Experience mentoring junior analysts.
• Expertise in hybrid environments and technologies like Microsoft 365, Intune, Autopilot, Active Directory, Azure AD, and Exchange.
• Experience in the financial services industry.
• Good understanding of networking and IT infrastructure.
• Exceptional customer service and communication skills.
• Bachelor’s degree in IT, Computer Science, or related field.
• Relevant certifications such as Microsoft, CompTIA, and ITIL.
• Experience with ISO27001 environments and security incident processes.
• Experience with ServiceDesk systems like Freshworks.
• Knowledge of technologies such as Meraki, Cisco, Cato, Oracle Cloud, SharePoint, SCCM, SCOM, PowerShell, Automation, and scripting.

What you will get:

• A supportive and friendly working environment with opportunities for skill development.
• Hybrid working policy supporting work-life balance.
• Clear career pathways and ongoing support for professional growth.
• Access to educational resources including the P&I Qualification.
• Benefits including private healthcare, pension contributions, health subsidies, and wellbeing programs.

Company Values:

• Mutuality: Ensuring fairness among members.
• Integrity: Upholding high ethical standards.
• Safety and Sustainability: Contributing to safety and environmental preservation.
• Transparency: Building trust through open communication.
• Excellence: Enabling staff to reach their full potential.
• Collaborative: Embracing diversity and inclusivity.

**Our client is committed to providing excellent service and fostering a respectful, supportive culture. We welcome your application.**