Service Desk Analyst – LondonReporting to:

Head of IT OperationsHours:

33.75 (shift pattern)

Direct Reports:

None

Location:

LondonAbout the company

A PandI insurance company, with 240 employees worldwide. The main office is based near Liverpool Street station, London. We have offices in Bermuda, Brazil, Cyprus, Greece, Hong Kong, Japan, and Singapore.Overall Job Purpose:

The analyst plays a crucial role in maintaining the efficiency and functionality of IT services within the company, you will be providing predominately second line technical support on an IT Service Desk to end-users, as well as supporting IT operationsKey Responsibilities:

Technical SupportProvide up to second line technical support to end users via email andTroubleshoot and resolve hardware, software, and network relatedEnsure excellent customer service and communication throughout the supportProactively follow up with users upon resolution to confirm the issue has been satisfactorilyIncident Management

Log, track and manage incidents, service requests and alerts using a ticketingPrioritise and escalate more complex issues promptly and whenEnsure timely resolution of assigned incidents to minimise disruption orMaintain and manage assigned call queue to a high standard, prioritising and regularly reviewing tickets.System Maintenance

Deployment of new software versions andRoutine system maintenance checks, updates and backups to ensure serviceSupport starter and leaverEnsure procedures and best practices are adhered to and kept up toPerson Specification:

Experienced with incident management and problemExpertise of Windows 10/11, iOS and MicrosoftExperience of Intune build deployments and AutopilotProficiency with Active Directory, Azure Active Directory and Exchange HybridFinancial services Industry experienceNetworking knowledge andGood general understanding of ITProblem solving and critical thinking to handle and resolve more complex technicalExceptional customer service skills, with strong communication and interpersonalExcellent written and spoken EnglishDesirable

Bachelor’s degree in information technology, Computer Science, or a relatedIndustry certifications such as Microsoft andITIL v3/v4 Foundation Certification, and/or working a structured ITILExperience working in a structured ISO27001 environment with awareness of security incident processes and CIS benchmarks.Experience with a Service Desk ticketing systems, specificallyWhat you will get:

Joining our collaborative, supportive and friendly working environment, you will enjoy a rewarding career with the opportunity to build on your existing skills and knowledge.We offer great work life balance initiatives, including competitive hybrid workingClear and transparent career pathway – offering you continued support with enhancing your skills and creating employment development opportunities.We offer free educational access to the Protection and Indemnity Qualification, created by the International Group of PandI Clubs.An attractive benefits package which includes, private healthcare, and a generous employer’s contribution to the Group Pension Fund.We also provide competitive health subsidy, and access to our comprehensive wellbeing and savings programme throughout the year, to create an environment that supports everyone’s mental and physical health.Company Values

Mutuality –

ensuring fairness amongst Club MembersIntegrity –

upholding high ethical, legal, and regulatory standardsSafety and Sustainability –

contributing to safety of life at sea and the preservation of the environment.Transparency –

building strong relationships based on trust and open communication.Excellence –

enabling our people to realise their full potential as team members, industry experts, leaders, and managers.Collaborative –

embracing flexibility, diversity, and inclusivity.Committed to providing a great service to all our members. We pride ourselves on offering a people-centred culture that provides mutual respect and support for all our staff, and we welcome and encourage you to applyVenquis is acting as an Employment Agency in relation to this vacancy.

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