IT Business Support Analyst

The primary purpose of the role is to provide a service to the business and rapidly resolve technical issues as part of the group service desk supporting staff based in London, Bermuda, Australia and those working from home.

Specific Responsibilities:

• Provide 1st and 2nd Line support to end users and provide a high level of service availability (Password reset, troubleshooting, maintenance).
• Ownership of Incidents, Service Requests, Problems and Change Requests.
• Windows build and deployment tools, such as MDT, Autopilot.
• Manage tickets via ITSM software ServiceNow.
• Troubleshoot RDS issues.
• Troubleshooting Outlook, including problems connecting to Exchange/Office 365.
• Deploy application/system changes in accordance with the change management process.
• Resolving all technical problems within the London office and liaising with Bermuda IT staff where appropriate, identifying solutions to technical issues and delivering these solutions.
• Responsible for the documentation of details of all hardware/software that have been installed and removed so that configuration management records can be updated to maintain the integrity of the estate.
• Ensure all equipment; PCs, Laptops, Printers, iPhone, telephones and scanners are maintained in optimum condition.
• IT asset management support - issuing out kit, return of kit, rebuilding kit, decommissioning kit etc., with strong administration experience.
• Assist with ensuring that Servers and desktops are kept up to date with all necessary software patches and updates according to the agreed schedule.
• Assist with any software release deployments.
• Knowledge of PowerShell, JavaScript.
• Positive and energetic outlook to delivering a good service.
• Good communication skills, responsive and team focused.
• A passion for delivering excellent service and for continuous improvement of services.
• Microsoft active directory knowledge.
• Knowledge of PowerShell scripting language.
• Knowledge of Microsoft Windows 10, Windows Server 2012/2016/2019, and Microsoft Office Suite O365.
• An understanding of networking principles as applied to LAN, WAN and VOIP configurations.
• Knowledge of Virtual server technologies.
• IT-related degree/qualifications or Equivalent work experience.
• Strong IT troubleshooting skills, in relation to end-user support.
• Experienced in using Service Desk ticketing tools and understands Service Management best practices.
• Able to effectively communicate and support VIPs, Senior Management and Board members in pressured environments.
• A genuine interest in Technology and its application and use in business.
• Work as part of a team, be willing and able to work outside normal office hours as required and be part of an out-of-hours support rota.
• Willingness and commitment to support multiple geographical regions.
• Desire to develop a career in IT Service Delivery.

The Lancashire Way:

• Straight-talking: We feel empowered to share thoughts and ideas, because everyone’s voice matters.
• Collaborative: We work together towards common goals, share knowledge and support each other.
• Hard-working: We all have a stake in the company’s success and are proactive in contributing to our goals and vision.
• Responsible: We focus on achieving tangible results with consistent standards across the Group.
• Positive: We engage with brokers, clients, communities, stakeholders and colleagues professionally and passionately as proud ambassadors of Lancashire.