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For Companies At a Glance
- Tasks: Provide expert IT support and mentor junior analysts in a dynamic environment.
- Company: Join Steamship Mutual, a global P&I insurance company with a collaborative culture.
- Benefits: Enjoy a competitive salary, private healthcare, and a healthy work-life balance.
- Why this job: Make a real impact while enhancing your skills in a supportive team.
- Qualifications: Deep IT support knowledge and experience mentoring others are essential.
- Other info: Opportunities for professional development and career growth await you.
The predicted salary is between 36000 - 60000 £ per year.
Steamship Mutual is a P&I insurance company, with 240 employees worldwide. The main office is based near Liverpool Street station, London. We have offices in Bermuda, Brazil, Cyprus, Greece, Hong Kong, Japan, and Singapore.
Overall Job Purpose: The senior analyst plays a crucial role in maintaining the efficiency and functionality of IT services within the company, providing expert-level support to ensure smooth operation of IT systems and services within the organisation.
Key Responsibilities
- Technical Support
- Provide advanced technical support for a wide range of IT services, including end user hardware, software applications and network issues.
- Troubleshoot and resolve complex technical issues escalation from junior support staff.
- Ensure excellent customer service and communication throughout the support process.
- Proactively follow up with users upon resolution to confirm the issue has been satisfactorily addressed.
- As part of problem management, identify root causes and/or mitigation options.
- Team Leadership
- Mentor and coach junior support desk analysts, providing guidance and support as needed.
- Assist in training new team members and developing training materials.
- Foster a positive and collaborative team environment.
- System Management
- Deployment of new software versions and hardware.
- Routine system maintenance checks, updates and backups to ensure service continuity.
- Support starter and leaver processes.
- Maintain accurate documentation of support requests, resolutions, and system configurations.
Person Specification
- Deep understanding of IT support processes and best practices.
- Ability to quickly diagnose and resolve technical issues.
- Experience in mentoring junior support analysts.
- Expertise of hybrid environments.
- Expertise across Microsoft 365, Intune, Autopilot, Active Directory, Azure AD and Exchange.
- Financial services Industry experience.
- Good understanding of networking concepts and implementation.
- Good general understanding of IT infrastructure.
- Exceptional customer service skills, with strong communication and interpersonal abilities.
- Excellent written and spoken English.
Desirable
- Bachelor's degree in information technology, Computer Science, or a related field.
- Industry certifications such as Microsoft and CompTIA.
- ITIL v3/v4 Foundation Certification, and/or working in a structured ITIL environment.
- Experience working in a structured ISO27001 environment with awareness of security incident processes and CIS benchmarks.
- Experience with a Service Desk ticketing system, specifically Freshworks.
- Experience with any of the following technologies - Meraki, Cisco, Cato, Oracle Cloud, SharePoint, SCCM, SCOM, PowerShell, Automation and scripting.
Benefits
Join us at Steamship Mutual: Become part of a collaborative, supportive, and friendly working environment with opportunities to enhance skills; we prioritise a healthy work-life balance and offer a competitive hybrid working policy. Career pathways with continuous support for skill enhancement and professional development, including access to the Protection & Indemnity Qualification from the International Group of P&I Clubs. Attractive benefits package including private healthcare and a competitive wellbeing subsidy.
Company Values
- Mutuality – ensuring fairness amongst Club Members.
- Integrity – upholding high ethical, legal, and regulatory standards.
- Safety and Sustainability – contributing to safety of life at sea and the preservation of the environment.
- Transparency – building strong relationships based on trust and open communication.
- Excellence – enabling our people to realise their full potential as team members, industry experts, leaders, and managers.
- Collaborative – embracing flexibility, diversity, and inclusivity.
Senior Service Desk Analyst employer: Steamship Mutual
Contact Detail:
Steamship Mutual Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Service Desk Analyst
✨Tip Number 1
Network like a pro! Reach out to current employees at Steamship Mutual on LinkedIn. A friendly chat can give us insights into the company culture and might even lead to a referral!
✨Tip Number 2
Prepare for the interview by brushing up on your technical skills. Make sure we can confidently discuss our experience with Microsoft 365, Azure AD, and any other relevant tech. Practice common interview questions too!
✨Tip Number 3
Show off our soft skills! During interviews, highlight our exceptional customer service abilities and communication skills. Remember, they want someone who can lead and mentor junior analysts while keeping the team spirit high.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure our application gets noticed. Plus, it shows we’re genuinely interested in joining the Steamship Mutual family.
We think you need these skills to ace Senior Service Desk Analyst
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Senior Service Desk Analyst role. Highlight your relevant experience in IT support, especially with Microsoft 365 and mentoring junior staff. We want to see how your skills align with what we’re looking for!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you’re passionate about this role and how your background makes you a perfect fit. Don’t forget to mention your customer service skills and any experience in financial services.
Showcase Your Technical Skills: In your application, be sure to showcase your technical expertise, especially in troubleshooting and system management. Mention any relevant certifications or experiences that demonstrate your ability to handle complex IT issues effectively.
Apply Through Our Website: We encourage you to apply through our website for the best chance of getting noticed. It’s the easiest way for us to keep track of your application and ensure it reaches the right people. We can’t wait to hear from you!
How to prepare for a job interview at Steamship Mutual
✨Know Your Tech Inside Out
Make sure you brush up on your technical knowledge, especially around Microsoft 365, Intune, and Active Directory. Be ready to discuss specific scenarios where you've resolved complex issues, as this will show your expertise and problem-solving skills.
✨Showcase Your Mentoring Skills
Since the role involves mentoring junior analysts, think of examples where you've successfully guided others. Highlight your leadership style and how you foster a collaborative environment, as this aligns with the company's values.
✨Customer Service is Key
Prepare to demonstrate your exceptional customer service skills. Share experiences where you’ve gone above and beyond to ensure user satisfaction, as this is crucial for maintaining strong relationships within the company.
✨Understand the Company Culture
Familiarise yourself with Steamship Mutual's values like mutuality and integrity. During the interview, relate your personal values to theirs, showing that you’re not just a fit for the role but also for the company culture.
