Service Desk Analyst

Lead Software Engineer

You will be a vital part of the technology team, delivering bespoke systems that provide Client with a competitive advantage in a dynamic marketplace. Working within the Technology Operations team, your role is to offer enhanced support to both internal and external customers. You will be responsible for resolving IT Service Desk incidents and requests, ensuring the stable and efficient operation of IT infrastructure across the organization. Your support will extend to approximately 1,000 employees based in the UK, US, and Australia, facilitating uninterrupted business operations and managing escalations from other Support Analysts.

Responsibilities:

• Serve as the first point of contact for users seeking technical support at the Tech Bar.
• Diagnose and resolve hardware and software issues across various devices including laptops, desktops, and mobile devices.
• Provide support for operating systems, applications, and network-related problems.
• Assist users with the setup and configuration of IT equipment.
• Log and manage incidents and service requests using the IT service management system.
• Escalate complex issues to 2nd Line Support or relevant teams when necessary.
• Maintain a high standard of customer service and ensure timely resolution of user issues.
• Educate users on best practices and offer guidance on IT-related queries.
• Conduct daily checks of meeting rooms to ensure AV technologies are functioning and report any issues.
• Support VIP meetings and company events by ensuring AV and meeting rooms are fully prepared.
• Stay informed about the latest technology trends and updates.
• Participate in team meetings and contribute to continuous improvement initiatives.
• Collaborate closely with supervisory teams to meet and exceed service level expectations.
• Manage individual tasks effectively to align with broader business needs.
• Oversee internal and external stakeholder communications, ensuring issues are resolved promptly.
• Create and maintain knowledge articles and process documentation to support the business.
• Conduct bi-weekly new customer inductions and maintain induction materials.
• Manage creation and decommissioning of customer accounts through the Joiner-Mover-Leaver process.
• Communicate clearly and promptly across all levels of the organization.

Qualifications:

• Proven experience in a customer-facing IT support role.
• Strong knowledge of Windows and macOS operating systems.
• Familiarity with common software applications and troubleshooting techniques.
• Basic understanding of networking principles and IT infrastructure.
• Excellent problem-solving skills and effective communication abilities.
• Ability to work both independently and collaboratively as part of a team.
• Strong organizational skills with a keen attention to detail.
• Relevant IT certifications such as CompTIA A+ or ITIL are advantageous.
• Previous experience within the insurance industry.
• Knowledge of automation technologies.
• Preferably educated to degree level or holding relevant certifications such as ITIL, Azure, or Microsoft.