Service Desk Analyst

We\’re looking for a Service Desk Technician to join us initially for a period of 6 months. You\’ll be based from our office on Newcastle Quayside and you\’ll be the first point of contact for providing technical support to end-users who need assistance with their computer hardware or software.

This could involve fixing a technical fault, answering a query or fulfilling a service request, anything that is needed to allow the user to return to work satisfactorily. You will also assist with user rights, passwords, user accounts and basic level security administration.

We\’re looking for someone who genuinely enjoys what they do and has a determined ‘can do’ attitude. A confident communicator, you should also be able to liaise and communicate effectively with internal and external partners at all levels.

What will you be doing?

Key responsibilities will include:

1. Identifying and diagnosing issues and problems
2. Supporting colleagues around the business with IT issues and requests.
3. Escalating issues in a timely manner to relevant contacts
4. Delivering excellent customer service and explaining technical issues in a way that non-experts can understand. Most of your work will take place over the phone, by email and through fault finding programmes that enable you to diagnose and fix customer problems remotely.

About you

Essential Skills/Qualifications/Experience

1. At least 6 months experience in a similar role
2. Strong communication and knowledge sharing skills
3. Experience supporting users in a remote environment
4. Ability to independently manage your own workload
5. Develop in-house relationships with the Service Desk team and broader IT function

Preferred Skills/Qualifications/Experience

1. ITIL Foundation v4
2. CompTIA A+
3. Service Desk Analyst (SDI – SDA)

The Company

Welcome to NorthStandard, one of the largest and most influential marine insurers in the International Group.

We\’re more than just a workplace. We\’re a global community of passionate maritime professionals driven and defined by our empowered, inquisitive, courageous and giving principles, and our commitment to excellence. We believe in fostering a diverse, inclusive and dynamic work environment where everyone can be themselves, thrive, and contribute their unique talents to delivering our best for colleagues, members, customers, and the communities we serve.

You will be empowered to focus on your progression, have access to development opportunities designed to fast-track your career from the day you start, and the ability to contribute to and shape our employee experience. In return, we offer a competitive salary and benefits package, while benefitting from a hybrid approach in our collaborative office spaces around the world.

We’re committed to continuous learning and development, building long-lasting internal and external relationships, and driving service excellence.

The Benefits

A competitive salary, discretionary annual bonus plan and benefit arrangements for everyone.

Flexible working: We offer a best in market hybrid working policy and are open to considering a range of flexible opportunities. This includes job-sharing, part-time roles and remote working.

Taking care of you: Our people are the most important part of our club and we constantly strive for our culture and working environment to show how much we value the contribution you make through our Employee Resource Groups, learning and development opportunities, inclusive policies, and our Employee Assistance Programmes.

Social events: We host a range of get-togethers throughout the year as we believe that bringing our people together is a great way to motivate each other, inspire success, and build a stronger foundation for the club.

The Values

Empowered

By being trusted, inspired and developed

Giving

Showing we care by sharing our attention, experience and expertise

Courageous

Challenging relentlessly to create better outcomes

Inquisitive

Embracing diverse perspectives and fresh possibilities

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