IT Service Desk Analyst

Role Purpose The role requires the ability to effectively collaborate with all business areas to secure their buy-in and implement improvements to systems, processes, and technology, as appropriate. To apply knowledge and insights concerning the Service Desk and how this impacts our policyholders. To deliver strong business outcomes relating to capital, profitability, the Company brand and market reputation whilst achieving positive outcomes for our policyholders, shareholders, and stakeholders on a consistent basis. Our Company values are expected to be reflected in the delivery and performance of every role. Key Responsibilities Conduct thorough analysis of support queries to maintain a high degree of customer service. Responsible for the successful delivery of IT support via phone, ServiceNow, and desk-side visits. Prepare comprehensive reports reflective of the intended audience that demonstrate sound analysis and recommendations for technical issues and resolutions as part of the escalation and resolution process. Effectively collaborate with cross-functional teams to support a range of IT incidents and requests encompassing business applications, hardware, software, and infrastructure. Take ownership of personal learning and development in both technical (e.g., data analysis and critical judgment) and non-technical (self-insight and relationship management) skills of IT Production Services. Keep informed of industry trends, market developments, regulatory changes in the public and private sectors, as well as best practices related to IT by attending industry seminars, reading, and sharing relevant published articles. Minimum Requirements Recognised qualification in IT, Computer Science, Customer Services, or a related field, and/or relevant certification such as CompTIA or Microsoft. Good technical knowledge and hands-on experience of supporting desktops, laptops, and associated peripherals. Established troubleshooting techniques used for diagnosing and resolving technical issues in IT support. Experience in developing enhanced customer productivity supporting Microsoft technology. Experience of delivering effective software deployments using SCCM. Experience of providing support in a Windows 10 and Microsoft Office environment. Familiarity with ITIL – either experience of working in an ITIL environment or an ITIL Foundation certificate as a minimum. Advanced knowledge of Active Directory and Azure Active Directory. Benefits 28 days’ annual leave plus bank holidays. Pension. Insurance for Travel, Private Medical, Critical Illness, Life Assurance, and Income Protection. Save As You Earn (SAYE). Bonus. Flexible Working. Dress for your Day. Cycle to Work. Fruit and snacks. Company events. And more.

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