Service Desk Analyst

Position Type: Permanent, Mon-Fri, 35 hours per week

Location: Bridgend, Wales - Hybrid working

Overview:

Why Tokio Marine HCC? Standing still is not an option in the current world of Insurance. TMHCC are one of the world’s leading Specialty Insurers. With deep expertise in our chosen lines of business, our unparalleled track record and a solid balance sheet, TMHCC evaluates and manages risk like no one else in the industry. Looking beyond profit, empowering our people and delivering on our commitments are at the core of our customer values, and so is a desire to grow and provide creative and innovative solutions to our clients.

Job Purpose:

As a vital member of our team, you will provide world class 1st line technical support to a user base of approximately 2500. Exceptional customer service skills, maintaining composure under pressure, and the ability to ask insightful questions to diagnose and prioritise user queries and issues are essential for success in this role. Collaborate closely with our Desktop Support Team and other 2nd and 3rd line teams to play a pivotal role in incident/request resolution and delivering valuable end-user guidance. In this role, your primary objectives will be to deliver outstanding customer service, effectively manage customer expectations, and ensure adherence to Service Level Agreements (SLAs) and quality standards. You will manage your own ticket queue while also overseeing the progress of all tickets in the ServiceNow system, ensuring they are accurately updated and in the appropriate state. Our Service Desk offers a supportive and collaborative environment where you can grow your skills and contribute to the ongoing success of the team. The current team includes members in London, Bridgend, Leicester, Paris, Luxembourg, Dusseldorf, and Barcelona, with potential for further expansion across the UK and Europe. This position is primarily office-based, with the possibility of working from home 1-2 days per week. Join us in our pursuit of excellence and enjoy the opportunity for personal and professional growth.

Key Responsibilities:

• Efficiently and professionally respond to end-user inquiries via self-service tickets and phone calls.
• Provide remote, technical 1st line support, utilising your skills, knowledge, and experience, as well as consulting our extensive knowledge base and collaborating with the broader IT department.
• Adhere to ITIL best practice approaches for Incident, Request, and Problem management processes, aligned with agreed-upon SLAs.
• Collaborate closely with 2nd and 3rd line teams to enhance the 1st line fix rate.
• Build and maintain strong working relationships within TMHCC.
• Create and maintain Knowledge Articles enabling the most efficient resolution of incidents and answering of questions.
• Participate in exciting IT projects.
• Engage in regular team meetings and training sessions to stay current with the latest technology trends and solutions.
• Uphold TMHCC security policies, procedures, controls, and agreed-upon SLAs.

Performance Objectives:

• Taking calls and managing tickets logged to the IT Service Desk independently.
• Reviewing and assisting in the management of all tickets open throughout their lifecycle.
• Creating, reviewing and updating knowledge base articles.

Skills and Experience Specification:

• 1+ years of experience in a Service Desk environment.
• Strong knowledge of Active Directory and virtualisation technologies, such as Citrix and Citrix Workspace.
• Experience with video conferencing equipment and software, including Microsoft Teams.
• Ability to prioritise and manage multiple tasks and deadlines effectively.
• Flexibility and adaptability in response to changing priorities and business needs.
• A keen eye for detail and dedication to delivering high-quality results.
• Capable of working both independently and collaboratively within a team environment.
• ITIL Foundation Certification or willingness to obtain within the first year of employment (preferred).
• Demonstrable technical support and desktop management expertise, including Windows 7/10, Office 2016, O365, SCCM, AD, Citrix, and more.
• Solid understanding of basic networking principles, such as TCP/IP, DNS, and DHCP.
• Excellent customer service, telephone, and communication skills.
• Strong problem-solving abilities and basic hardware configuration and repair experience.
• A team-oriented attitude with a passion for continuous improvement and personal development.

What We Offer:

The Tokio Marine HCC Group of Companies offers a competitive salary and employee benefit package. We are a successful, dynamic organization experiencing rapid growth and are seeking energetic and confident individuals to join our team of professionals. The Tokio Marine HCC Group of companies is an equal opportunity employer.