At a Glance
- Tasks: Provide hands-on tech support and improve user experience in a dynamic environment.
- Company: Join Markel, a Fortune 500 company with a global community of optimists.
- Benefits: Enjoy competitive salary, bonuses, 25 days holiday, and strong benefits package.
- Other info: Flexible working patterns and opportunities for career growth available.
- Why this job: Make a meaningful impact while developing your skills in a supportive team.
- Qualifications: Experience in IT support, troubleshooting, and excellent communication skills required.
The predicted salary is between 35000 - 45000 £ per year.
Looking for a role that will have a meaningful impact on the strategic underwriting decisions our business makes? The Deskside Operations Analyst is responsible for specialised information technology areas performing operational, analytical, and/or technical support functions to maintain and improve the end users experience.
What part will you play? If you’re looking for a place where you can make a meaningful difference, you’ve found it. The work we do at Markel gives people the confidence to move forward and seize opportunities, and you’ll find your fit amongst our global community of optimists and problem-solvers. We’re always pushing each other to go further because we believe that when we realize our potential, we can help others reach theirs. Join us and play your part in something special!
The opportunity:The Deskside Support Analyst is responsible for providing priority support for escalated end user issues as part of a team of Deskside Analysts. Your role will be to help onsite but also support the wider offices with deskside needs. Your primary focus will be on triage of escalated support requests and supporting users in person at the tech bar. This role plays a key role in improving end user productivity.
What you’ll be doing:- Providing Hands and Eyes Support (assistance to network, voice, collaboration teams as required).
- Provide priority support for escalated user issues.
- Participate in projects within the team and with other IT Teams within the organisation.
- Supporting the business, contacting the end users encountering challenges for troubleshooting and root cause analysis for accurate assignment and timely resolution.
- Participating in an On-Call rotation within the wider team to ensure a strong, robust service is provided to the business.
- Complete Install, Move, Add, Change activity via a ServiceNow Service Requests.
- Diagnose and resolve end user network, VPN, Wi-Fi, and LAN access problems and own the escalation.
- Coordinating SOHO Kit configuration/shipment for existing employees and new starters.
- Understand principles and practices of ITIL standards.
- Providing conference room equipment support and upkeep.
- Provide support for all office hardware – laptops, thin clients, peripherals, printers, etc.
- Perform PC maintenance, repair, analysis, and testing.
- Assists in creating documentation for self-service end-user support knowledge base and for team members as an internal knowledge base and best practice sharing.
- Support the end user experience by being an ambassador of our environment and enabling them to use the technology.
- Liaising with Vendors relating to Incidents and service requests reported by users.
- Utilising ServiceNow platform for triage of End User Support tickets.
- Strong experience in supporting end users in a larger organization.
- Experience troubleshooting and resolving WAN/LAN print related issues.
- Experience in supporting Microsoft Managed Desktop - Laptops.
- Experience with Service NOW and JIRA for tracking of issues and projects.
- Experience in Microsoft Office (2016, 2019, 2021, or O365).
- Experience with Cisco WebEx technology and experience in AV conference rooms technology.
- Strong knowledge of MacOS, Windows OS and MS Office products.
- Strong oral and written communication skills.
- Excellent communication and customer service skills.
- Understanding of desktop virtualization technologies and tools, this will be advantageous, although not a necessity.
- Experience with TCP/IP and IP addressing.
- Experience with O365/M365 endpoint management and Intune.
- Up to 20% travel required.
Markel Group (NYSE – MKL) a Fortune 500 company with over 60 offices in 20+ countries, is a holding company for insurance, reinsurance, specialist advisory, and investment operations around the world.
What’s in it for you?- A great starting salary plus annual bonus & strong benefits package.
- 25 days paid holiday plus Bank Holidays, with the opportunity to buy/sell extra leave.
- Fantastic company pension scheme, private medical and dental cover, life assurance, travel insurance cover, income protection, season ticket loan as well as other great benefits on offer.
- There are countless opportunities to learn new skills and develop in your career and we can provide the support needed to do just that!
Are you ready to play your part? Choose ‘Apply Now’ to fill out our short application, so that we can find out more about you.
Markel celebrates the value of a diverse workforce that brings experience and expertise from a wide variety of backgrounds and life circumstances. Whatever your background, if you feel you meet the requirements of this role then we want to hear from you. We are also happy to consider candidates who are looking for flexible working patterns.
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status.
We will ensure that individuals with disabilities are provided with all reasonable accommodations to be able to participate in the job application or interview process and to perform essential job functions if successful. Please contact us via email at rec@markel.com or call us at 0161 507 5827 to request any accommodations that may be needed. This includes any alternative formats of any documents or information on how to apply offline.
Deskside Support Analyst employer: Markel Corporation
At Markel, we pride ourselves on being an exceptional employer, offering a dynamic work culture that fosters collaboration and innovation. As a Deskside Support Analyst in London, you'll enjoy a competitive salary, comprehensive benefits including a generous holiday allowance and a robust pension scheme, alongside ample opportunities for professional growth and development. Join our diverse team of problem-solvers and make a meaningful impact while enjoying the support and resources needed to thrive in your career.
StudySmarter Expert Advice🤫
We think this is how you could land Deskside 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 Markel Corporation 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 Markel Corporation 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 Markel Corporation!
✨Direct Apply to Markel Corporation
Let's not forget to apply directly through the Markel Corporation 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 Deskside 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 Markel Corporation.
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 Markel Corporation. 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 Markel Corporation
✨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.
