Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Support 5000+ users with IT issues and provide first-line fault diagnosis.
- Company: Join Hiscox, a fast-growing company focused on innovation and customer service.
- Benefits: Enjoy flexible working options and opportunities for career development.
- Why this job: Make a real impact in a supportive environment while growing your tech skills.
- Qualifications: Passion for customer service and interest in technology; previous experience is a plus.
- Other info: Work hours are 6pm - 2am; potential travel to other office locations.
The predicted salary is between 28800 - 42000 £ per year.
Social network you want to login/join with:
Service Desk Analyst – 1st LineJob Type: Permanent
Build a brilliant future with Hiscox
Position: IT Service Desk Analyst – 1st Line
Reporting to: IT Service Desk Shift Lead
Location: York
Type: Permanent
Hours: 35 hours, – 6pm – 2am
These are Service Desk Analyst vacancies supporting our UK, USA, and Hiscox Europe business areas. This shift is to cover 6pm – 2am.
What does our IT Service Desk do?
You will be part of the front-line IT Service Desk team providing support to 5000+ Hiscox users across the UK, Europe, Bermuda, and North America. You will work proactively and cooperatively to ensure responsiveness, effectiveness, and quality of the IT Service Desk.
This role is located at our York or Colchester office; travel to other office locations (UK or international) may be required in the future.
The Ideal Candidate
We are looking for someone who possesses the following attributes:
- A passion for customer service.
- Confident and effective communication skills, both verbal and written.
- Strong team ethic.
- A hunger for continuous improvement.
- A natural talent for seeing the bigger picture and beyond what is in front of them.
- Confidence in speaking out when required to do so.
- An interest in technology and a restless desire for continuous learning.
- Previous service desk / IT experience desirable but not necessary.
The Role Description:
The person would be expected to:
- Act as a routine contact point, receiving and handling requests for support from internal business users.
- Respond to a broad range of support activities by providing information to fulfill requests or enable incident resolution.
- Provide first-line fault investigation and diagnosis, and promptly allocate unresolved issues as appropriate.
- Assist with the development of standards, and apply these to track, monitor, report, resolve, or escalate issues.
- Assist users in defining their access rights and privileges.
- Perform security administration tasks and resolve security administration issues.
- Investigate minor security breaches in accordance with established procedures.
- Contribute to the creation of support documentation.
Why Hiscox?
This is a fantastic opportunity to join Hiscox during a time of focused growth where you will have the remit to make a real difference.
Hiscox offers an environment where you are encouraged to grow with the team, and this is an exciting time to join this fast-growing organization. There will be plenty of opportunity for on-the-job career development within a supportive environment.
Diversity and flexible working at Hiscox
At Hiscox, we care about our people. We hire the best people for the job and are committed to diversity and creating a truly inclusive culture, which we believe drives success. We also understand that working life doesn\’t always have to be \’nine to five,\’ and we support flexible working wherever we can. No promises, but please chat with our resourcing team about the flexibility we could offer for this role.
#LI-EB1 #LI-HYBRID
Work with amazing people and be part of a unique culture. Job ID R0017637
#J-18808-Ljbffr
Service Desk Analyst - 1st Line employer: Hiscox Ltd
Contact Detail:
Hiscox Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Analyst - 1st Line
✨Tip Number 1
Familiarise yourself with common IT service desk tools and software. Knowing your way around ticketing systems like ServiceNow or JIRA can give you a leg up during the interview, as it shows you're ready to hit the ground running.
✨Tip Number 2
Brush up on your customer service skills. Since this role is all about supporting users, practice how you would handle various scenarios, especially tricky situations where users may be frustrated or confused.
✨Tip Number 3
Research Hiscox and its culture. Understanding their values and what they stand for will help you align your answers during the interview, showing that you're not just looking for any job, but specifically want to be part of their team.
✨Tip Number 4
Prepare questions to ask during the interview. This demonstrates your interest in the role and the company. Consider asking about their approach to continuous improvement or how they support employee development.
We think you need these skills to ace Service Desk Analyst - 1st Line
Some tips for your application 🫡
Understand the Role: Read the job description thoroughly to understand the responsibilities and requirements of the Service Desk Analyst position. Tailor your application to highlight how your skills and experiences align with what Hiscox is looking for.
Highlight Customer Service Skills: Since the role requires a passion for customer service, make sure to provide specific examples in your CV or cover letter that demonstrate your ability to communicate effectively and resolve issues for users.
Showcase Technical Interest: Mention any relevant technical skills or experiences you have, even if they are not directly from a service desk role. This could include familiarity with IT systems, troubleshooting experience, or any relevant coursework.
Craft a Strong Cover Letter: Use your cover letter to express your enthusiasm for the role and the company. Discuss your eagerness to learn and grow within the team, and how you can contribute to the continuous improvement of the IT Service Desk.
How to prepare for a job interview at Hiscox Ltd
✨Show Your Passion for Customer Service
Make sure to express your enthusiasm for helping others during the interview. Share examples of how you've gone above and beyond to assist customers or colleagues in the past, as this role heavily relies on a strong customer service ethic.
✨Demonstrate Effective Communication Skills
Since the position requires confident verbal and written communication, practice articulating your thoughts clearly. You might want to prepare answers to common questions and consider how you would explain technical issues to non-technical users.
✨Highlight Your Teamwork Experience
This role is all about collaboration, so be ready to discuss your experiences working in teams. Share specific instances where you contributed to a team goal or helped resolve conflicts, showcasing your strong team ethic.
✨Express Your Interest in Continuous Learning
The ideal candidate should have a hunger for continuous improvement. Talk about any recent courses, certifications, or self-study you've undertaken related to IT or customer service, demonstrating your commitment to personal and professional growth.
