Senior Service Desk Analyst

JR United Kingdom; Watford; Hybrid; GBP 35,000 - 50,000; Full time

Job summary

A leading P&I Insurance company is looking for a Senior Service Desk Analyst in Watford. This key role involves providing expert IT support, mentoring junior analysts, and maintaining high standards of customer service in a hybrid work environment. Successful candidates will enjoy a supportive workplace, opportunities for skill development, and a clear career pathway along with competitive benefits including private healthcare and pension contributions.

Benefits

Private healthcare

Pension contributions

Health subsidies

Wellbeing programs

Free access to Protection & Indemnity Qualification

Qualifications

• Deep understanding of IT support processes and best practices.
• Ability to diagnose and resolve technical issues quickly.
• Experience mentoring junior analysts.

Responsibilities

• Provide advanced technical support for IT services.
• Troubleshoot and resolve complex technical issues.
• Mentor and coach junior support desk analysts.

Skills

Customer service

Technical troubleshooting

Communication skills

Mentoring

Education

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

ITIL v3/v4 Foundation Certification

Industry certifications such as Microsoft and CompTIA

Tools

Microsoft 365

Active Directory

Azure AD

ServiceDesk ticketing system (e.g., Freshworks)

Job description

Social network you want to login/join with:

Senior Service Desk Analyst, Watford, Hertfordshire

Client: Venquis

Location: Watford, Hertfordshire, United Kingdom

Job Category: Other

EU work permit required: Yes

Job Views:

1

Posted:

04.06.2025

Expiry Date:

19.07.2025

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. 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 of IT services, providing expert 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.
• Ensure excellent customer service and communication.
• Follow up with users after resolution to confirm satisfaction.
• 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.
• Perform 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.
• English proficiency.
• Bachelor’s degree in IT, Computer Science, or related field.
• Industry certifications such as Microsoft and CompTIA.
• ITIL v3/v4 Foundation Certification or experience in a structured ITIL environment.
• Experience with ISO27001 environments, security incident processes, and CIS benchmarks.
• Experience with ServiceDesk ticketing system (e.g., Freshworks).
• Experience with technologies like Meraki, Cisco, Cato, Oracle Cloud, SharePoint, SCCM, SCOM, PowerShell, automation, and scripting.

What you will get:

• Supportive and friendly working environment with opportunities for skill development.
• Great work-life balance with hybrid working policy.
• Clear career pathway and ongoing support for professional growth.
• Free access to the Protection & Indemnity Qualification.
• Benefits including private healthcare, pension contributions, health subsidies, and wellbeing programs.

Company Values:

Mutuality: Fairness among members

Integrity: Upholding high ethical and regulatory standards

Safety and Sustainability: Contributing to safety and environmental preservation

Transparency: Building trust through open communication

Excellence: Enabling staff to realize their full potential

Collaborative: Embracing diversity, flexibility, and inclusivity

**Our client is committed to providing excellent service and fostering a people-centered culture that respects and supports all staff. We encourage you to apply.**