IT Service Desk Analyst

Job Purpose:

Join our dynamic Service Desk team as a 1st Line Service Desk Analyst at our modern Aldgate office, just a 5-minute walk from Liverpool St Station.

As a vital member of our team, you'll provide top-notch 1st line technical support to a user base of approximately 1600. Exceptional customer service skills, maintaining composure under pressure, and the ability to ask insightful questions to diagnose and prioritize user queries and issues are essential for success in this role.

Collaborate closely with our Desktop Support Team and other 2nd and 3rd line teams to play a pivotal role in incident/request resolution and delivering valuable end-user guidance.

In this role, your primary objectives will be to deliver outstanding customer service, effectively manage customer expectations, and ensure adherence to Service Level Agreements (SLAs) and quality standards.

You will manage your own ticket queue while also overseeing the progress of all tickets in the ServiceNow system, ensuring they are accurately updated and in the appropriate state.

We're seeking an analyst with specific experience in authoring knowledge articles and working within a mature knowledge management process. If you've helped establish such a process, that's even better! Business analysis skills are highly desirable as we strive to improve our team's processes.

Our Service Desk offers a supportive and collaborative environment where you can grow your skills and contribute to the ongoing success of the team.

We operate on a shift pattern between 08:00 – 18:00, Monday to Friday, with occasional out-of-hours support required.

The current team includes members in London, Bridgend, Leicester, Paris, Luxembourg, Germany, and Barcelona, with potential for further expansion across the UK and Europe.

This position is primarily office-based, with the possibility of working from home one day a week.

Join us in our pursuit of excellence and enjoy the opportunity for personal and professional growth.

Key Responsibilities:

• 
  Efficiently and professionally respond to end-user inquiries via self-service and phone calls.
• Provide remote, technical 1st line support, utilizing your skills, knowledge, and experience, as well as consulting our extensive knowledge base and collaborating with the broader IT department.
• Adhere to ITIL best practice approaches for Incident, Request, and Problem management processes, aligned with agreed-upon SLAs.
• Collaborate closely with 2nd and 3rd line teams to enhance the 1st line fix rate.
• Build and maintain strong working relationships within TMHCC.
• Create and maintain Knowledge Articles to ensure seamless customer service delivery.
• Participate in exciting IT projects, including planning, testing, and implementing new software, hardware, or infrastructure changes.
• Engage in regular team meetings and training sessions to stay current with the latest technology trends and solutions.
• Uphold TMHCC security policies, procedures, controls, and agreed-upon SLAs.

Desirable Skills and Experience:

• 
  1+ years of experience in a Service Desk environment supporting 700+ employees in an ITIL setting.
• Strong knowledge of Active Directory and virtualization technologies, such as Citrix and Citrix Workspace.
• Experience with video conferencing equipment and software, including Microsoft Teams.
• Ability to prioritize and manage multiple tasks and deadlines effectively.
• Flexibility and adaptability in response to changing priorities and business needs.
• A keen eye for detail and dedication to delivering high-quality results.
• Capability to work both independently and collaboratively within a team environment.
• ITIL Foundation Certification or willingness to obtain within the first year of employment (preferred).
• Demonstrable technical support and desktop management expertise, including Windows 7/10, Office 2016, O365, SCCM, AD, Citrix, and more.
• Solid understanding of basic networking principles, such as TCP/IP, DNS, and DHCP.
• Excellent customer service, telephone, and communication skills.
• Strong problem-solving abilities and basic hardware configuration and repair experience.
• A team-oriented attitude with a passion for continuous improvement and personal development.

In addition to our competitive compensation package, we offer a range of benefits and perks, including training and development opportunities, a vibrant company culture, and a supportive work environment that values work-life balance.

Join our team and enjoy the opportunity for personal and professional growth in a dynamic, rewarding environment.

“Tokio Marine HCC is a leading specialty insurance group with offices in the United States, the United Kingdom, Europe, and other locations. With the strength and stability that comes from being a member of the Tokio Marine group, and more than forty years of growth, profitability, and stability, we offer important insurance products that most people do not even know exist.

Just as we invest in our company, we invest in our employees’ careers. We provide our employees a collaborative and rewarding environment within which to gain the knowledge, skills, and experience that lead to a rewarding career. Our products allow our customers to take on opportunity with confidence. In turn, our competitive salaries, attractive benefits, and potential for career growth allow you to take on opportunity with confidence.

The Tokio Marine HCC Group of companies is an equal opportunity employer. Please visit www.tmhcc.com for more information about our companies.

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