At a Glance
- Tasks: Support end-users by resolving IT issues and managing service requests.
- Company: Join Sompo, a global leader in insurance with a collaborative culture.
- Benefits: Enjoy health benefits, tuition reimbursement, and competitive pay.
- Other info: Dynamic work environment with opportunities for career growth.
- Why this job: Make a real impact by helping others with their tech challenges.
- Qualifications: 4+ years in a Service Desk role and strong customer service skills.
The predicted salary is between 31500 - 38500 £ per year.
Are you looking for your next opportunity? Sompo has a unique opportunity for a Service Desk Analyst II to join our End User Support Services Desktop Support team. This role will be responsible for working tickets assigned from our ITSM tool (Incidents & Service Requests). Tasks may include installing, relocating, maintaining, and supporting end-user computing hardware and software such as monitors, printers, VOIP phones and support software such as PC, mobile devices, printers, telephones, productivity tools (MS office suite) and unified communications (Webex).
Location: This position will be based out of our London, Fenchurch St office. We strive for collaboration which is why we offer a work environment where our employees thrive and develop long lasting careers.
What you’ll be doing:
- Monitor and manage tickets, Resolving Incidents and Fulfilling Service Requests
- Analyse moderate to complex issues and take action to resolve, or route tickets to other IT resolver teams when necessary
- Build: Pre-stage, Image and Install PC’s (Desktops and Laptops) and related hardware and software
- Troubleshoot and resolve end user hardware & software problems
- Provide expert level support in troubleshooting desktop peripherals in the environment (mobile devices (iPhones/Androids, peripherals, etc.)
- Process requests i.e. user provisioning, video conference setup, support, and other requests
- Create/Review/Retire documentation: Standard Operating Procedures and Processes and IT end user training content for use by the Sompo Service Desk and IT desktop support teams.
- Provide support to clients on software and hardware platforms
- Provide support to facilitate/moderate, with host/schedulers, Webex Events/Webinars
- Interface with vendors for service of PCs and related hardware
- Escalate complex issues as defined in standard operating procedures
What you’ll bring:
Minimum Qualifications:
- 4+ years in a Service Desk Analyst role
- Experience with MS Windows 11, Office 365
- Active Directory & Microsoft Exchange/Outlook
- Experience with Anti-virus software, (esp. CrowdStrike)
- Knowledge of build technologies such as SCCM, Nomad
- Mobile device management & support using Microsoft InTune (iPhone, Android, etc)
- Remote access technologies (VPN, Azure Virtual Desktop)
- Strong written & oral communication skills
- Strong customer service skills
Preferred Qualifications:
- Knowledge of enterprise workstation (Desktop & Laptop) technologies
- Experience with on-boarding, off-boarding; Installs/Moves/Adds/Changes
- Webex Experience
Education:
Relevant degree or certification(s) preferred or equivalent experience.
At Sompo, we recognise that the talent, skills, and commitment of our employees drive our success. This is why we offer competitive, high-quality compensation and benefit programs to eligible employees. Our compensation program is built on a foundation that promotes a pay-for-performance culture, resulting in higher incentive awards, on average, when the Company does well and lower incentive awards when the Company underperforms. The total compensation opportunity for all regular, full-time employees is a combination of base salary and incentives that gets adjusted upfront based on overall Company performance with final awards based on individual performance. We continuously evaluate and update our benefit programs to ensure that our plans remain competitive and meet the needs of our employees and their dependents.
Below is a summary of some of the benefits we offer, which may vary depending on the country:
- Health & Wellness Benefits
- Retirement & Savings Plans
- Global Parental Leave & Adoption Assistance
- Employee Assistance Program
- Tuition Reimbursement & Professional Qualification benefits
Who we are and what we stand for:
At Sompo, our shared purpose is to create meaningful value for clients, communities, and each other. We strive to foster a workplace where everyone feels respected, included, and empowered to excel. As a global organization, we embrace diversity and champion equal opportunity. Guided by our core values—Accountability, Agility, Collaboration, Development, and Integrity—we build trust and support one another to achieve our goals worldwide.
Our values come to life in how we hire and grow talent. Employment decisions are based on qualifications, merit, and organizational need, and we strive to ensure equitable access to opportunities so everyone can do their best work. If you need an accommodation for any part of the application process, please contact the recruiter in charge.
Service Desk Analyst II in London employer: Sompo Holdings Inc
At Sompo Holdings, Inc., we pride ourselves on fostering a dynamic and inclusive work culture that empowers our employees to thrive. As a Credit Controller in our London office, you will benefit from a hybrid working model, competitive remuneration, and opportunities for professional development within a supportive team environment. Join us to make a meaningful impact while enjoying the unique advantages of working in one of the world's leading insurance firms.
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Analyst II in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Sompo Holdings Inc. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Sompo Holdings Inc before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Service Desk Analyst II in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Sompo Holdings Inc:Your cover letter is your chance to shine! Tell us why you want to work at Sompo Holdings Inc specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Sompo Holdings Inc!
How to prepare for a job interview at Sompo Holdings Inc
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
