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Senior Service Desk Analyst, Watford, Hertfordshire
Client: Venquis
Location: Watford, Hertfordshire, United Kingdom
Job Category: Other
EU work permit required: Yes
Job Views:
1
Posted:
04.06.2025
Expiry Date:
19.07.2025
Job Description:
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. Main office near Liverpool Street station, London, with additional 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 of IT services, providing expert support to ensure smooth operation of IT systems and services.
Key Responsibilities:
* 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 after resolution to confirm satisfaction.
* Identify root causes and mitigation options as part of problem management.
* Mentor and coach junior support desk 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 and technologies like Microsoft 365, Intune, Autopilot, Active Directory, Azure AD, and Exchange.
* Experience in the financial services industry.
* Good understanding of networking and IT infrastructure.
* Exceptional customer service and communication skills.
* English proficiency.
* Bachelor’s degree in IT, Computer Science, or related field.
* Industry certifications such as Microsoft and CompTIA.
* ITIL v3/v4 Foundation Certification or experience in a structured ITIL environment.
* Experience with ISO27001 environments, security incident processes, and CIS benchmarks.
* Experience with ServiceDesk ticketing system (e.g., Freshworks).
* Experience with technologies like Meraki, Cisco, Cato, Oracle Cloud, SharePoint, SCCM, SCOM, PowerShell, automation, and scripting.
What you will get:
* Supportive and friendly working environment with opportunities for skill development.
* Great work-life balance with hybrid working policy.
* Clear career pathway and ongoing support for professional growth.
* Free access to the Protection & Indemnity Qualification.
* Benefits including private healthcare, pension contributions, health subsidies, and wellbeing programs.
Company Values:
Mutuality: Fairness among members
Integrity: Upholding high ethical and regulatory standards
Safety and Sustainability: Contributing to safety and environmental preservation
Transparency: Building trust through open communication
Excellence: Enabling staff to realize their full potential
Collaborative: Embracing diversity, flexibility, and inclusivity
**Our client is committed to providing excellent service and fostering a people-centered culture that respects and supports all staff. We encourage you to apply.**
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