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Senior Service Desk Analyst, Portsmouth, Hampshire
Client: Venquis
Location: Portsmouth, Hampshire, 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 – London
Reporting to: Head of IT Operations
Hours: 33.75
Location: London
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 within the organisation.
Key Responsibilities:
* Technical Support:
* Provide advanced technical support for a wide range of IT services, including end user hardware, software applications, and network issues.
* Troubleshoot and resolve complex technical issues escalated from junior support staff.
* Ensure excellent customer service and communication throughout the support process.
* Proactively follow up with users upon resolution to confirm the issue has been satisfactorily addressed.
* Identify root causes and mitigation options as part of problem management.
* Mentor and coach junior support desk analysts, providing guidance and support as needed.
* Assist in training new team members and developing training materials.
* Foster a positive and collaborative team environment.
System Management:
* Deployment of new software versions and hardware.
* Routine system maintenance checks, updates, and backups to ensure service continuity.
* Support starter and leaver processes.
* Maintain accurate documentation of support requests, resolutions, 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 support 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 implementation.
* Good general understanding of IT infrastructure.
* Exceptional customer service skills, with strong communication and interpersonal abilities.
* Excellent written and spoken English.
* Bachelor’s degree in IT, Computer Science, or related field.
* Industry certifications such as Microsoft and CompTIA.
* ITIL v3/v4 Foundation Certification or experience working in a structured ITIL environment.
* Experience working in an ISO27001 environment with awareness of security incident processes and CIS benchmarks.
* Experience with ServiceDesk ticketing systems, specifically Freshworks.
* Experience with technologies like Meraki, Cisco, Cato, Oracle Cloud, SharePoint, SCCM, SCOM, PowerShell, Automation, and scripting.
What you will get:
* Collaborative, supportive, and friendly working environment with career development opportunities.
* Great work-life balance initiatives, including hybrid working policy.
* Clear career pathway with ongoing support for skill enhancement and employment development.
* Free access to the Protection & Indemnity Qualification by the International Group of P&I Clubs.
* Benefits including private healthcare, pension contributions, health subsidy, and wellbeing programs.
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 environmental preservation
* Transparency: Building trust through open communication
* Excellence: Enabling team members and industry leaders to reach their full potential
* Collaborative: Embracing flexibility, diversity, and inclusivity
**Our client is committed to providing excellent service and fostering a people-centered culture based on mutual respect and support. We encourage you to apply.**
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