Service Desk Analyst

Raw description: "<p></p><p><strong>About the company</strong></p><p>Steamship Mutual is a P&amp;I 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.</p><p></p><p><strong>Overall Job Purpose</strong>:&nbsp; </p><p>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 operations<br> <br> <br> </p><p><strong>Requirements</strong></p><p><strong>Key Responsibilities:</strong></p><p><strong>Technical Support&nbsp;</strong></p><ul> <li>Provide up to second line technical support to end users via email and phone.&nbsp;</li> <li>Troubleshoot and resolve hardware, software, and network related issues.&nbsp;&nbsp;</li> <li>Ensure excellent customer service and communication throughout the support process.&nbsp;&nbsp;&nbsp;</li> <li>Proactively follow up with users upon resolution to confirm the issue has been satisfactorily addressed.&nbsp;</li> </ul><p>&nbsp;</p><p><strong>Incident Management&nbsp;</strong></p><ul> <li>Log, track and manage incidents, service requests and alerts using a ticketing system.&nbsp;</li> <li>Prioritise and escalate more complex issues promptly and when necessary.&nbsp;</li> <li>Ensure timely resolution of assigned incidents to minimise disruption or downtime.&nbsp;</li> <li>Maintain and manage assigned call queue to a high standard, prioritising and regularly reviewing tickets.&nbsp;</li> </ul><p>&nbsp;</p><p><strong>System Maintenance&nbsp;</strong></p><ul> <li>Deployment of new software versions and hardware.&nbsp;</li> <li>Routine system maintenance checks, updates and backups to ensure service continuity.&nbsp;</li> <li>Support starter and leaver processes.&nbsp;</li> <li>Ensure procedures and best practices are adhered to and kept up to date.&nbsp;</li> </ul><p></p><p><strong>Person Specification:</strong></p><ul> <li>Experienced with incident management and problem management.&nbsp;</li> <li>Expertise of Windows 10/11, iOS and Microsoft 365.&nbsp;</li> <li>Experience of Intune build deployments and Autopilot enrolment.&nbsp;</li> <li>Proficiency with Active Directory, Azure Active Directory and Exchange Hybrid environments.&nbsp;</li> <li>Financial services Industry experience </li> <li>Networking knowledge and experience.&nbsp;</li> <li>Good general understanding of IT infrastructure.&nbsp;</li> <li>Problem solving and critical thinking to handle and resolve more complex technical issues.</li> <li>Exceptional customer service skills, with strong communication and interpersonal abilities.&nbsp;</li> <li>Excellent written and spoken English</li> </ul><p>&nbsp;</p><p><strong>Desirable</strong></p><ul><li>Bachelor’s degree in information technology, Computer Science, or a related field.&nbsp;</li></ul><ul><li>Industry certifications such as Microsoft and CompTIA.&nbsp;</li></ul><ul><li>ITIL v3/v4 Foundation Certification, and/or working a structured ITIL environment.&nbsp;</li></ul><ul><li>Experience working in a structured ISO27001 environment with awareness of security incident processes and CIS benchmarks.&nbsp;</li></ul><ul><li>Experience with a Service Desk ticketing systems, specifically Freshworks.&nbsp;</li></ul><p>&nbsp;</p><p><strong>Benefits</strong></p><p><strong>Join Us at Steamship Mutual</strong></p><ul><ul> <li>Become part of our collaborative, supportive, and friendly working environment, where you can enjoy a rewarding career with opportunities to enhance your existing skills and knowledge. We prioritise a healthy work-life balance and offer a competitive hybrid working policy.</li> <li>Our clear and transparent career pathways provide continuous support for skill enhancement and create opportunities for professional development. Additionally, we offer access to the Protection &amp; Indemnity Qualification, created by the International Group of P&amp;I Clubs.</li> <li>Our attractive benefits package includes private healthcare and a competitive wellbeing subsidy.</li> </ul></ul><p></p><p></p><p><strong>Company Values</strong></p><p><strong>Mutuality </strong>ensuring fairness amongst Club Members </p><p><strong>Integrity </strong>upholding high ethical, legal, and regulatory standards</p><p><strong>Safety and Sustainability </strong>contributing to safety of life at sea and the preservation of the environment </p><p><strong>Transparency </strong>building strong relationships based on trust and open communication </p><p><strong>Excellence </strong>enabling our people to realise their full potential as team members, industry experts, leaders, and managers </p><p><strong>Collaborative </strong>embracing flexibility, diversity, and inclusivity</p><p></p><p></p><p>**Steamship Insurance Management Services Ltd is 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 apply**</p><p></p><p></p><p></p><p></p><p></p>\n"