Help Desk Analyst
Location: London
Employee: Reports to Emma Griffiths
Direct Reports: None
Working Arrangements: Full time, 35 hours per week, hybrid
Who We Are
SiriusPoint is a global (re)insurer writing a worldwide portfolio of businesses including Accident & Health, Liability, Property, and Specialty. Bermuda-headquartered and listed on the NYSE (SPNT), we focus on growth, profitability, and technological innovation in insurance.
We challenge convention, disrupt traditional methods, and strive for excellence and continuous learning. Our London office writes across various lines including accident & health, property, casualty, and energy insurance, through platforms like Sirius International Managing Agency (SIMA) and Sirius International UK Branch.
Purpose of Role
As a Help Desk Analyst, you will provide technical support to global colleagues for desktop systems, software, hardware, and network issues. You will report to the Help Desk Manager and your responsibilities include:
* Providing reliable onsite support in the London office (Core onsite days: Monday – Thursday)
* Handling incoming IT requests via phone, email, Virtual Agent, and self-service, prioritizing and resolving issues efficiently with a focus on first-time resolution
* Tracking and responding to tickets using ServiceNow
* Ensuring customer satisfaction through proactive updates and escalation when needed
* Configuring Windows 11 laptops and Apple iPhone devices for onboarding
* Handling hardware deployment, configuration, and system updates
* Troubleshooting network and internet connectivity, including Teams Rooms and hardware
* Providing documentation, training, and instructions to staff and management, maintaining IT assets
* Serving as an escalation point for junior technicians
* Occasional overseas travel
* Performing other IT duties as required
* Complying with FCA conduct rules as per Employee Handbook
Our Culture
We foster a culture of innovation, openness, and entrepreneurship. We value diverse voices and contributions, making SiriusPoint a fun, exciting, and productive place to work, where everyone is encouraged to be authentic and proactive.
Skills and Abilities
* Experience in a support/help desk environment with a focus on resolving complex issues urgently
* Excellent communication and interpersonal skills with a customer service mindset
* Strong analytical skills to diagnose and resolve root causes effectively
* Ability to collaborate and share knowledge with IT teams
* Patience and adaptability when working with non-technical users
* Knowledge of MS 365 Admin Center, MS Azure, ServiceNow, Office365, AD Manager Plus, and WiFi/Network troubleshooting
We Achieve More Together
We are committed to diversity, equity, inclusion, and belonging (DEI&B), fostering an environment where everyone can thrive, contribute, and reach their full potential.
#J-18808-Ljbffr