Join to apply for the Service Desk Analyst role at Venquis
Join to apply for the Service Desk Analyst role at Venquis
Service Desk Analyst – London
Reporting to: Head of IT Operations
Hours: 33.75 (shift pattern) Direct Reports: None Location: London
About The Company
A P&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.
Overall Job Purpose:
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
Key Responsibilities:
Technical Support
* Provide up to second line technical support to end users via email and
* Troubleshoot and resolve hardware, software, and network related
* Ensure excellent customer service and communication throughout the support
* Proactively follow up with users upon resolution to confirm the issue has been satisfactorily
Incident Management
* Log, track and manage incidents, service requests and alerts using a ticketing
* Prioritise and escalate more complex issues promptly and when
* Ensure timely resolution of assigned incidents to minimise disruption or
* Maintain and manage assigned call queue to a high standard, prioritising and regularly reviewing tickets.
System Maintenance
* Deployment of new software versions and
* Routine system maintenance checks, updates and backups to ensure service
* Support starter and leaver
* Ensure procedures and best practices are adhered to and kept up to
Person Specification:
* Experienced with incident management and problem
* Expertise of Windows 10/11, iOS and Microsoft
* Experience of Intune build deployments and Autopilot
* Proficiency with Active Directory, Azure Active Directory and Exchange Hybrid
* Financial services Industry experience
* Networking knowledge and
* Good general understanding of IT
* Problem solving and critical thinking to handle and resolve more complex technical
* Exceptional customer service skills, with strong communication and interpersonal
* Excellent written and spoken English
Desirable
* Bachelor’s degree in information technology, Computer Science, or a related
* Industry certifications such as Microsoft and
* ITIL v3/v4 Foundation Certification, and/or working a structured ITIL
* Experience working in a structured ISO27001 environment with awareness of security incident processes and CIS benchmarks.
* Experience with a Service Desk ticketing systems, specifically
What you will get:
* Joining our collaborative, supportive and friendly working environment, you will enjoy a rewarding career with the opportunity to build on your existing skills and knowledge.
* We offer great work life balance initiatives, including competitive hybrid working
* Clear and transparent career pathway – offering you continued support with enhancing your skills and creating employment development opportunities.
* We offer free educational access to the Protection & Indemnity Qualification, created by the International Group of P&I Clubs.
* An attractive benefits package which includes, private healthcare, and a generous
employer’s contribution to the Group Pension Fund.
* We also provide competitive health subsidy, and access to our comprehensive wellbeing and savings programme throughout the year, to create an environment that supports everyone’s mental and physical health.
Company Values
Mutuality – ensuring fairness amongst Club Members
Integrity – upholding high ethical, legal, and regulatory standards
Safety and Sustainability – contributing to safety of life at sea and the preservation of the environment.
Transparency – building strong relationships based on trust and open communication.
Excellence – enabling our people to realise their full potential as team members, industry experts, leaders, and managers.
Collaborative – embracing flexibility, diversity, and inclusivity.
* 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**
Venquis is acting as an Employment Agency in relation to this vacancy.
Seniority level
* Seniority level
Entry level
Employment type
* Employment type
Full-time
Job function
* Job function
Information Technology
* Industries
Staffing and Recruiting
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