Service Desk Analyst

Markel; Leeds; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading insurance firm in Leeds is seeking a dedicated individual for 1st line IT support. You will troubleshoot various hardware and software issues while providing excellent customer service. The ideal candidate will have experience in a technical field or customer service environment, with a passion for continuous learning and adaptability. This role offers a great salary, an annual bonus, comprehensive benefits, and opportunities for career development in a supportive team environment.

Benefits

Annual bonus

25 days paid holiday

Comprehensive benefits package

Training and development opportunities

Qualifications

• Experience in a technical field or customer service environment.
• Passionate about learning and to adapt quickly.
• Ability to manage multiple tasks and priorities.

Responsibilities

• Resolve issues surrounding computer hardware and software.
• Provide 1st line support over the phone and other channels.
• Record and maintain records in the Service Management system.

Skills

Help desk software knowledge

Customer service skills

Technical adaptability

Interpersonal skills

Communication skills

Education

Associates degree or 1 year of relevant experience

Certified Help Desk Professional, MCP, MCSE, A+, etc.

ITIL Foundation V3 or V4 Certification

Tools

Service Management ticketing system

Job description

Looking for a role that will have a meaningful impact on IT Service Support? We are looking for an individual to provide 1st line IT support for all employees of Markel International.

What part will you play? If you’re looking for a place where you can make a meaningful difference, you’ve found it. The work we do at Markel gives people the confidence to move forward and seize opportunities, and you’ll find your fit amongst our global community of optimists and problem-solvers. We’re always pushing each other to go further because we believe that when we realise our potential, we can help others reach theirs.

Join us and play your part in something special!

The opportunity

We’re the IT Service Desk, the 1st line support team in our brand-new office in the heart of Leeds! We cover a wide range of tasks, such as 1st line support and triage over the phone, requests from our IT Service Management tool and walk ups in the office. We’re the UK team of our Global Service Desk, working alongside our colleagues in America to provide 1st line support to all Markel’s offices globally.

If you’re ready for the challenge with some fun on the way – we look forward to hearing from you!

What you’ll be doing

• Resolves issues surrounding computer hardware, software, network, and telecommunications systems while demonstrating expertise in customer service and technical knowledge
• Must be flexible, this vacancy is for a Monday-Friday core hours position starting between 8-10 and finishing between 4-6.
• Receives inbound customer contacts via various channels (phone, chat, web)
• Records, maintains and updates records in the Service Management ticketing system, and follows knowledge database for solving and procedural guidelines.
• Routes tickets for issues which cannot be resolved at the service desk (First Call Resolution) to the appropriate resolving groups.

Our must-haves

• Have working knowledge of help desk software, databases and remote control
• Enthusiastic to find ways to make customers productive
• Passionate about continuously learning and able to quickly adapt and pivot to win in dynamic environment
• Must be flexible and able to manage multiple tasks and priorities on very tight deadlines.
• Ability to work independently and in collaboration with others to deliver a high level of success
• Good interpersonal and collaboration skills with the ability to develop, maintain and foster constructive relationships with others
• Dynamic, hard-working and ambitious individual, with excellent oral and written communication skills

Education / Certification

• Associates degree or 1 year of relevant experience in a technical field or customer service environment.
• Certified Help Desk Professional, MCP, MCSE, A+, or certificate in related field
• ITIL Foundation V3 or V4 Certification a plus

Who we are

Markel Group (NYSE – MKL) a Fortune 500 company with over 60 offices in 20+ countries, is a holding company for insurance, reinsurance, specialist advisory, and investment operations around the world.

We’re all about people | We win together | We strive for better | We enjoy the everyday | We think further

What’s in it for you

• A great starting salary plus annual bonus & strong benefits package…
• 25 days paid holiday plus Bank Holidays, with the opportunity to buy/sell extra leave
• Fantastic company pension scheme, private medical and dental cover, life assurance, travel insurance cover, income protection, season ticket loan as well as other great benefits on offer
• There are countless opportunities to learn new skills and develop in your career and we can provide the support needed to do just that!

Are you ready to play your part?

Choose ‘Apply Now’ to fill out our short application, so that we can find out more about you.

Markel celebrates the value of a diverse workforce that brings experience and expertise from a wide variety of backgrounds and life circumstances. Whatever your background, if you feel you meet the requirements of this role then we want to hear from you. We are also happy to consider candidates who are looking for flexible working patterns.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status.

We will ensure that individuals with disabilities are provided with all reasonable accommodations to be able to participate in the job application or interview process and to perform essential job functions if successful. Please contact us via email at [e-mail] or call us at 0161 507 5827 to request any accommodations that may be needed. This includes any alternative formats of any documents or information on how to apply offline.

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