Service Desk Analyst - 1st Line

Job Summary

Service Desk Analyst – responsible for providing first line support to 5000+ Hiscox users across the UK, Europe, Bermuda, and North America. The role is located at the York office (hybrid, once every two weeks in office). Normal hours: 8 hours per day, M-F, 10:00 – 18:00.

Responsibilities

• 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 fulfil 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 elevate 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.

Qualifications

• A passion for customer service.
• Confident and effective communication skills, both verbal and written.
• Comfortable working in a highly dynamic, fast‑paced and constantly evolving environment.
• 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.

Benefits

• Flexible working: hybrid model, with potential for further travel to other office locations.
• On‑site training at the York office for the first 4 weeks.
• Opportunity for on‑the‑job career development within a supportive environment.
• Comprehensive employee benefits that support mental and physical wellbeing.
• Committed to diversity and an inclusive culture.