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Senior Service Desk Analyst, Bournemouth
Client: Venquis
Location: Bournemouth, United Kingdom
Job Category: Other
EU work permit required: Yes
Job Views: 1
Posted: 04.06.2025
Expiry Date: 19.07.2025
Job Description:
Position: Senior Service Desk Analyst – Bournemouth
Reporting to: Head of IT Operations
Hours: 33.75
Location: Bournemouth
About the company
A P&I Insurance company with 240 employees worldwide, based near Liverpool Street station, London, with offices in Bermuda, Brazil, Cyprus, Greece, Hong Kong, Japan, and Singapore.
Overall Job Purpose:
The senior analyst plays a crucial role in maintaining the efficiency and functionality of IT services within the company, providing expert-level support to ensure smooth operation of IT systems and services.
Key Responsibilities:
Technical Support
* Provide advanced technical support for IT services, including hardware, software, and network issues.
* Troubleshoot and resolve complex technical issues escalated from junior staff.
* Ensure excellent customer service and communication.
* Follow up with users to confirm resolution satisfaction.
* Identify root causes and mitigation options as part of problem management.
* Mentor and coach junior support analysts.
* Assist in training new team members and developing training materials.
* Foster a positive team environment.
System Management
* Deploy new software versions and hardware.
* Perform routine system maintenance, updates, and backups.
* Support starter and leaver processes.
* Maintain accurate documentation of support requests and system configurations.
Person Specification:
* Deep understanding of IT support processes and best practices.
* Ability to diagnose and resolve technical issues quickly.
* Experience mentoring junior analysts.
* Expertise in hybrid environments.
* Knowledge of Microsoft 365, Intune, Autopilot, Active Directory, Azure AD, and Exchange.
* Experience in the financial services industry.
* Understanding of networking concepts and IT infrastructure.
* Exceptional customer service and communication skills.
* Fluent English (written and spoken).
* Bachelor’s degree in IT, Computer Science, or related field.
* Certifications such as Microsoft, CompTIA, ITIL v3/v4 Foundation.
* Experience with ISO27001, security incident processes, CIS benchmarks.
* Experience with ServiceDesk systems like Freshworks.
* Knowledge of Meraki, Cisco, Cato, Oracle Cloud, SharePoint, SCCM, SCOM, PowerShell, scripting.
What you will get:
* Supportive and friendly working environment with career development opportunities.
* Work-life balance initiatives, including hybrid working policy.
* Clear career pathways and ongoing skills enhancement.
* Access to educational resources like the P&I Qualification.
* Benefits including private healthcare, pension contributions, health subsidies, and wellbeing programs.
Company Values
* Mutuality: Fairness among members
* Integrity: High ethical and regulatory standards
* Safety and Sustainability: Contributing to safety and environmental preservation
* Transparency: Building trust through open communication
* Excellence: Enabling staff to reach full potential
* Collaborative: Embracing diversity and inclusivity
Our client is committed to providing excellent service and fostering a respectful, supportive culture. We encourage you to apply.
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