Service Desk Analyst in City of London

Ki is a leading global algorithmic insurance carrier that digitally transforms a 335‑year‑old market. Working with partners such as Google and UCL, Ki uses advanced algorithms, machine learning and large language models to deliver insurance quotes to brokers in seconds rather than days. As the fastest‑growing syndicate in the Lloyd’s of London market, Ki has achieved unprecedented profitability and is building a data‑driven, customer‑centric platform.

As a Service Desk Analyst you will be an essential part of the Service Desk team, ensuring the smooth and efficient delivery of technical support across the organisation. You will log, triage and resolve incidents and service requests, provide first‑line support with accuracy and professionalism, and maintain a strong focus on customer satisfaction.

What you will be doing:

• Incident & Request Resolution – log, triage, and resolve service requests and incidents within SLAs, escalating when needed.
• Colleague Support – serve as the first point of contact, delivering clear, empathetic, and timely guidance to ensure smooth resolution.
• Process Adherence – follow ITIL‑aligned procedures, maintain accurate ticket records, and contribute to continual service improvement.
• Knowledge Management – create and update knowledge base articles, FAQs, and guides to support team learning and repeatability.
• Collaboration – partner with internal teams and external vendors to resolve escalations and ensure a consistent support experience.
• Professional Development – take ownership of growth through training, certifications, and staying current with emerging technologies.

Requirements:

• Previous experience in a similar Service Desk or IT Support role.
• Proficient in Microsoft 365 administration and support.
• Experience with Windows and macOS desktop environments.
• Familiar with ITSM tools such as Freshservice for ticketing and incident management.
• Basic understanding of Entra ID (Azure Active Directory).
• Experience with Microsoft Intune for device and endpoint management.
• Working knowledge of networking fundamentals (e.g., TCP/IP, DNS, DHCP).
• ITIL knowledge and familiarity with incident, request and change processes.
• Technical support experience in resolving issues across devices, apps and access systems.
• Strong communicator with a customer‑first and user‑first mindset and a collaborative team player.
• Clear communicator with the ability to write clear ticket notes that contribute to knowledge base content.
• Focused on delivering great colleague experiences in a fast‑paced setting.
• Understands reporting and uses data to improve support and services.

Benefits:

You’ll receive a highly competitive remuneration and benefits package that is reviewed regularly to stay relevant. Ki recognises and rewards extraordinary effort by teams and individuals.

Recruitment process:

• Initial recruiter screening call.
• Interview with hiring manager.
• Technical interview (varies by role).
• Values interview.

Location: Greater London, England, United Kingdom

Seniority level: Mid‑Senior level

Employment type: Full‑time

Job function: Information Technology

Industries: IT Services and IT Consulting