Service Desk Analyst

Senior Software Engineer

Join Client's dynamic Technology team, the engine room of the business delivering bespoke systems that drive our competitive advantage in a rapidly evolving marketplace. As part of the Technology Operations team, you will play a key role in supporting internal and external users, ensuring the smooth and efficient operation of our IT infrastructure across global offices. This role is responsible for the resolution of IT Service Desk incidents and requests, providing support to approximately 1,000 employees across the UK, US, and Australia. You will handle escalations from fellow Support Analysts and contribute to maintaining a high standard of IT service delivery.

Key Responsibilities

• Act as the first point of contact for technical support at the Tech Bar
• Diagnose and resolve hardware and software issues across laptops, desktops, and mobile devices
• Provide support for operating systems, applications, and network-related queries
• Assist with the setup and configuration of IT equipment for users
• Log and manage incidents and service requests using the IT service management system
• Escalate complex technical issues to 2nd Line Support or relevant teams
• Deliver high levels of customer service and ensure timely issue resolution
• Educate users on IT best practices and provide day-to-day support
• Conduct daily checks on meeting rooms and ensure AV technologies are functioning
• Support AV readiness for VIP meetings and company-wide events
• Stay current with emerging technologies and IT trends
• Contribute to continuous improvement initiatives and team collaboration
• Work closely with supervisors to meet and exceed service level targets
• Manage individual workload in alignment with broader business priorities
• Coordinate with internal and external stakeholders to ensure timely issue resolution
• Create and maintain knowledge base articles and process documentation
• Lead bi-weekly IT inductions for new users and maintain onboarding materials
• Manage user account provisioning and decommissioning (Joiner-Mover-Leaver process)
• Communicate effectively and professionally across all levels of the organization

Skills and Experience Required

• Proven experience in a customer-facing IT support role
• Strong knowledge of Windows and macOS operating systems
• Proficient in common software applications and troubleshooting techniques
• Basic understanding of networking concepts and IT infrastructure
• Excellent problem-solving and communication skills
• Ability to work both independently and as part of a team
• Strong organizational skills with attention to detail
• Relevant IT certifications such as CompTIA A+ or ITIL are advantageous

Desirable Experience

• Background in the insurance industry
• Familiarity with automation technologies
• Preferably educated to degree level or holding relevant industry certifications such as ITIL, Microsoft, or Azure