Service Support Analyst

Tokio Marine Kiln; London; On-site; GBP 30,000 - 40,000; Full time

Job summary

A leading company in the insurance sector is seeking a Service Support Analyst to enhance their IT department. This role involves managing IT incidents effectively while ensuring high levels of customer satisfaction and communication. The ideal candidate will have strong support skills and proficiency in Microsoft products, contributing to a positive, team-oriented environment.

Qualifications

• Experience in a user-facing IT support environment.
• Strong customer service skills.
• Ability to take ownership and communicate effectively.

Responsibilities

• Troubleshoot and resolve IT incidents and requests.
• Manage setup and rollout of hardware and mobile devices.
• Monitor call volumes to meet service level agreements.

Skills

Customer Service

IT Support

Microsoft Operating Systems

Office Applications

Effective Communication

Proactive Attitude

Job description

We have an opportunity for a Service Support Analyst to join our IT department at Tokio Marine Kiln on a 6-month fixed-term contract.

This role will be based on-site 5 days a week with some potential for hybrid working. Reporting to the Service Desk Manager, you will take ownership of all incidents and requests related to TMK IT, managing them to successful resolution. You will ensure calls are handled promptly, communicate effectively, escalate issues when necessary, and maintain customer satisfaction.

The responsibilities include:

1. Troubleshoot and resolve IT incidents and requests within 1st/2nd line capacity, proactively addressing IT issues.
2. Manage setup and rollout of hardware and mobile device requests.
3. Monitor call volumes and queues to meet service level agreements, using reports from the service desk dashboard.
4. Follow escalation procedures and prioritize calls accordingly.
5. Direct ITSM calls to appropriate support teams when outside the scope of the Service Desk.
6. Liaise with business users to understand issues and confirm resolution.
7. Coordinate with internal 3rd line support teams to resolve incidents per the Incident Management Policy.
8. Provide excellent customer service, ownership of issues, and effective communication.
9. Notify users about service outages using standard templates.
10. Support out-of-hours coverage as needed, including weekends and evenings.

The ideal candidate will have strong customer service skills and experience in a user-facing IT support environment. Proficiency in Microsoft operating systems and Office applications is essential. Excellent communication skills, a proactive attitude, and the ability to take ownership are required. We value a positive, team-oriented approach.

We offer a welcoming environment aligned with our purpose of enabling clients to fulfill their ambitions while benefiting society and our people. We are committed to diversity, inclusion, and flexible working, supporting employees through various programs and schemes.

With over 140 years of experience, we aim to be a ‘Good Company’—a great and inclusive place to work and do business. Our culture is built on empowerment, inclusion, excellence, integrity, teamwork, and innovation. We strive to attract diverse talent, offer dynamic working arrangements, and invest in development.