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Senior Service Desk Analyst, Chesterfield
Client: Venquis
Location: Chesterfield, 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 – Chesterfield
Reporting to: Head of IT Operations
Hours: 33.75
Location: Chesterfield
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:
* Provide advanced technical support for IT services, including hardware, software, and network issues.
* Troubleshoot and resolve complex technical issues escalated from junior support staff.
* Ensure excellent customer service and communication throughout support processes.
* Follow up with users after resolution to confirm issues are addressed satisfactorily.
* Identify root causes and mitigation options as part of problem management.
* Mentor and coach junior support desk analysts, providing guidance and support.
* Assist in training new team members and developing training materials.
* Foster a positive and collaborative team environment.
System Management:
* Deploy new software versions and hardware.
* Conduct routine system maintenance, updates, and backups.
* 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.
* Good understanding of networking concepts and IT infrastructure.
* Excellent customer service, communication, and interpersonal skills.
* Fluent in English, both written and spoken.
* Bachelor’s degree in IT, Computer Science, or related field.
* Relevant certifications such as Microsoft, CompTIA, ITIL v3/v4 Foundation.
* Experience working in ISO27001 environments with security incident awareness.
* Experience with ServiceDesk systems, especially Freshworks.
* Knowledge of technologies like Meraki, Cisco, Cato, Oracle Cloud, SharePoint, SCCM, SCOM, PowerShell, automation, and scripting.
What you will get:
* A supportive and friendly working environment with career development opportunities.
* Hybrid working policy and work-life balance initiatives.
* Access to professional training, including the P&I Qualification.
* Benefits such as private healthcare, pension contributions, health subsidies, and wellbeing programs.
Company Values:
* Mutuality: Fairness among members.
* Integrity: Upholding high ethical, legal, and regulatory standards.
* Safety and Sustainability: Contributing to safety and environmental preservation.
* Transparency: Building trust through open communication.
* Excellence: Enabling employees to reach their full potential.
* Collaborative: Embracing diversity, flexibility, and inclusivity.
**Our client is committed to providing excellent service and a people-centered culture based on mutual respect and support. We encourage you to apply.**
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