At a Glance
- Tasks: Provide top-notch IT support and mentor a dynamic team in a fast-paced environment.
- Company: Join Starr, a rapidly growing global insurance and investment organisation.
- Benefits: Enjoy competitive pay, training opportunities, and a commitment to inclusivity.
- Other info: Flexible work environment with opportunities for personal and professional growth.
- Why this job: Make a real impact by enhancing user experiences and solving tech challenges.
- Qualifications: IT support experience and a passion for technology are essential.
The predicted salary is between 30000 - 40000 £ per year.
Starr is a global insurance and investment organisation providing property and casualty insurance solutions to business and industry.
Starr has grown into one of the world’s fastest‑expanding insurance organisations, writing business in 128 countries across six continents.
Our talented and experienced associates manage risk and ultimately support the profitable growth of organisations in a dynamic, competitive and ever-changing marketplace.
Join us and become part of our talented and passionate workforce.
Role Purpose
As an IT Support Analyst, you’ll play a pivotal role in ensuring exceptional technical support within a busy customer-facing environment.
Your responsibilities will encompass a broad spectrum of client technology, both onsite and remotely.
Key Responsibilities
- Technical Support Excellence
- Provide senior-level technical support for the client desktop environment and associated software products.
- Address incidents, service requests, and tasks within agreed Organisational Level Agreements (OLAs).
- Utilise outstanding customer-focused communication skills to own and manage technical issues, ensuring timely resolution.
- Guidance and Mentoring
- Offer technical guidance and mentorship to the remote support analyst service desk team.
- Foster a collaborative environment where knowledge sharing, and continuous improvement are key to our success.
- Device Management
- Support and build a variety of devices, including Microsoft Windows devices and Apple mobile devices.
- Ensure seamless functionality and optimal performance through regular maintenance of office-based audio-visual kit and MS Teams room devices.
- Service Improvement
- Contribute to nominated initiatives and departmental goals.
- Continuously enhance software, systems, and client technology to elevate the overall user experience.
- Review and mitigate escalations promptly.
- Escalate relevant matters when necessary to prevent customer dissatisfaction or operational disruption.
- Asset and Knowledge Management
- Maintain up-to-date asset records within the IT Service Management tool.
- Create technical and end-user knowledge base articles.
- Provide peer and user training, staying abreast of technological advancements.
- Policy Adherence
- Execute policies and processes outlined by departmental management.
- Uphold IQUW values in all interactions, ensuring ethical and professional standards.
- Flexibility and Adaptability
- Be prepared for additional reasonable tasks as required by line management.
- Embrace changing business requirements and adjust responsibilities accordingly.
The above duties and responsibilities are not an exhaustive list, and you may be required to undertake other reasonable duties compatible with your experience and competencies.
This description may be varied from time to time to reflect changing business requirements.
Qualifications, skills and experience
Certification and Experience
- MCDST certification or equivalent (preferable but not mandatory).
- Demonstrated ability to act as a technical senior within a team.
- Essential understanding of ITIL principles (ITIL qualification preferable).
Expertise in common computing principles and technologies, including
- PC hardware and software.
- Microsoft suite.
- Active Directory.
- Antivirus solutions.
- Microsoft Cloud technologies (Endpoint Manager, Azure).
- Core behavioural competencies
- Innovation and problem solving
- Strategic perspective
- Relationships
- Communication and influence
- Development of self and others
- Resilience and adaptability
- Additional Information
- A full job description can be seen here
Starr is an equal opportunity employer, which means we will consider all suitably qualified applicants regardless of gender identity or expression, ethnic origin, nationality, religion or beliefs, age, sexual orientation, disability status or any other protected characteristic.
We recruit and develop our people based on merit and we're committed to creating an inclusive environment for all employees.
We offer first class training and development opportunities to all employees.
Our aim is to grow our own talent and bring out the best in people.
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IT Support Analyst employer: ERS
ERS in Swansea is an exceptional employer that values its employees by fostering a collaborative work culture and prioritising professional growth. With a focus on high service standards, we offer comprehensive training and development opportunities, ensuring our team members thrive in their roles while enjoying the benefits of a supportive environment. Join us to be part of a dynamic team dedicated to delivering outstanding customer experiences in the heart of Swansea.
StudySmarter Expert Advice🤫
We think this is how you could land IT Support Analyst
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what ERS values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
✨Show Off Your Skills
Create a personal project or case study relevant to the challenges ERS might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
✨Leverage LinkedIn for Connections
Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at ERS!
✨Direct Apply to ERS
Let's not forget to apply directly through the ERS website! Tailor your application to showcase our understanding of their consulting style and how we can contribute to their projects. A personalised approach can make a huge difference in landing that full-time position!
We think you need these skills to ace IT Support Analyst
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at ERS.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at ERS. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at ERS
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
