A leading global provider of insurance and reinsurance services is seeking a Service Desk Analyst to join their Service Desk team in their London office. You will be responsible for managing IT tickets (Incidents & Service Requests) and supporting end-user computing hardware and software.
Responsibilities may include:
- Provide second-line support for tickets routed from the ITSM tool or level one (Global Helpdesk).
- Monitor and manage tickets, resolving incidents, and fulfilling service requests.
- Analyse moderate to complex issues and resolve them or route tickets to other IT resolver teams.
- Pre-stage, image, and install PCs (desktops and laptops) and related hardware and software.
- Provide expert-level support for desktop peripherals (mobile devices, peripherals, etc.).
- Process requests, including user provisioning, video conference setup, and support.
- Create, review, and retire documentation for Standard Operating Procedures and Processes.
- Interface with vendors for PC and related hardware services.
The successful candidate will have:
- Prior experience working in a similar Service Desk Analyst role.
- Working experience with MS Windows 10 & 11, Office 365, Active Directory & Microsoft Exchange/Outlook.
- Experience with anti-virus software, preferably CrowdStrike.
- Knowledge of build technologies such as SCCM, Nomad.
- Understanding of packaging languages like Install Shield and Wise Packaging Tools.
- Mobile device management and support using Microsoft Intune (iPhone, Android, etc.).
- Experience with remote access technologies (VPN, Azure Virtual Desktop).
This is a great opportunity for an experienced Service Desk Analyst to join a leading global insurer, based in the City of London.