Service Desk Analyst II

Sompo; Greater London; On-site; GBP 45,000 - 65,000; Full time

Benefits offered by this job

Health & Wellness Benefits

Retirement & Savings Plans

Global Parental Leave & Adoption

Employee Assistance Program

Tuition Reimbursement & Professional Q

Job summary

Sompo is hiring a Service Desk Analyst II to join our End User Support Services Desktop Support team in London. You will handle incidents and service requests, support PCs, mobile devices and VOIP phones, and ensure smooth end-user experiences across productivity tools including MS Office and Webex.

The role emphasizes strong ticket management, diagnosis of technical issues, and collaboration with IT resolver teams to route complex problems.

Qualifications

• 4+ years in a Service Desk Analyst role.
• Experience with MS Windows 11, Office 365.
• Active Directory & Microsoft Exchange/Outlook.
• Experience with anti-virus software (CrowdStrike).
• Knowledge of build technologies such as SCCM, Nomad.
• Mobile device management & support using Microsoft Intune.
• Remote access technologies (VPN, Azure Virtual Desktop).
• Strong written & oral communication skills.
• Strong customer service skills.

Responsibilities

• Monitor and manage tickets, resolving Incidents and fulfilling Service Requests.
• Analyse moderate to complex issues and route tickets when necessary.
• Build: pre-stage, image and install PCs and related hardware/software.
• Troubleshoot and resolve end-user hardware and software problems.
• Provide expert level support for desktop peripherals (mobile devices, etc.).
• Process requests (user provisioning, video conference setup, support).
• Create/review/retire SOPs and IT end-user training content.
• Provide support to clients on software/hardware platforms.
• Support Webex Events/Webinars.
• Interface with vendors for service of PCs and hardware.
• Escalate complex issues per SOPs.

Skills

Service Desk experience

Customer service

Strong communication

Problem solving

Education

Relevant degree or certification

Tools

Windows 11

Office 365

Active Directory

Microsoft Exchange/Outlook

CrowdStrike

SCCM

Nomad

Intune

VPN

Azure Virtual Desktop

Webex

Job description

Are you looking for your next opportunity?

Sompo has a unique opportunity for a Service Desk Analyst II to join our End User Support Services Desktop Support team.

This role will be responsible for working tickets assigned from our ITSM tool (Incidents & Service Requests). Tasks may include installing, relocating, maintaining, and supporting end‑user computing hardware and software such as monitors printers, VOIP phones and support software such as PC, mobile devices, printers, telephones, productivity tools (MS office suite) and unified communications (Webex).

Location: This position will be based out of our London, Fenchurch St office. We strive for collaboration which is why we offer a work environment where our employees thrive and develop long lasting careers.

Our Business, Your Impact, Our Opportunity

What you’ll be doing:

• Monitor and manage tickets, Resolving Incidents and Fulfilling Service Requests


• Analyse moderate to complex issues and take action to resolve, or route tickets to other IT resolver teams when necessary


• Build: Pre-stage, Image and Install PC’s (Desktops and Laptops) and related hardware and software


• Troubleshoot and resolve end user hardware & software problems


• Provide expert level support in troubleshooting desktop peripherals in the environment (mobile devices (iPhones/Androids, peripherals, etc.)


• Process requests i.e. user provisioning, video conference setup, support, and other requests


• Create/Review/Retire documentation: Standard Operating Procedures and Processes and IT end user training content for use by the Sompo Service Desk and IT desktop support teams.


• Provide support to clients on software and hardware platforms


• Provide support to facilitate/moderate, with host/schedulers, Webex Events/Webinars


• Interface with vendors for service of PCs and related hardware


• Escalate complex issues as defined in standard operating procedures

What You’ll Bring

Minimum Qualifications:

• 4+ years in a Service Desk Analyst role


• Experience with MS Windows 11, Office 365


• Active Directory & Microsoft Exchange/Outlook


• Experience with Anti-virus software, (esp. CrowdStrike)


• Knowledge of build technologies such as SCCM, Nomad


• Mobile device management & support using Microsoft InTune (iPhone, Android, etc)


• Remote access technologies (VPN, Azure Virtual Desktop)


• Strong written & oral communication skills


• Strong customer service skills

Preferred Qualifications

• Knowledge of enterprise workstation (Desktop & Laptop) technologies


• Experience with on-boarding, off-boarding; Installs/Moves/Adds/Changes


• Webex Experience

Education

• Relevant degree or certification(s) preferred or equivalent experience

At Sompo, we recognize that the talent, skills, and commitment of our employees drive our success. This is why we offer competitive, high-quality compensation and benefit programs to eligible employees.

Our compensation program is built on a foundation that promotes a pay-for-performance culture, resulting in higher incentive awards, on average, when the Company does well and lower incentive awards when the Company underperforms. The total compensation opportunity for all regular, full-time employees is a combination of base salary and incentives that gets adjusted upfront based on overall Company performance with final awards based on individual performance.

We continuously evaluate and update our benefit programs to ensure that our plans remain competitive and meet the needs of our employees and their dependents.

Below is a summary of some of the benefits we offer, which may vary depending on the country:

• Health & Wellness Benefits


• Retirement & Savings Plans


• Global Parental Leave & Adoption Assistance


• Employee Assistance Program


• Tuition Reimbursement & Professional Qualification benefits

Who We Are And What We Stand For

At Sompo, our shared purpose is to create meaningful value for clients, communities, and each other. We strive to foster a workplace where everyone feels respected, included, and empowered to excel. As a global organization, we embrace diversity and champion equal opportunity. Guided by our core values—Accountability, Agility, Collaboration, Development, and Integrity,we build trust and support one another to achieve our goals worldwide. Life at Sompo page

Our values come to life in how we hire and grow talent. Employment decisions are based on qualifications, merit, and organizational need, and we strive to ensure equitable access to opportunities so everyone can do their best work. If you need an accommodation for any part of the application process, please contactthe recruiter in charge.