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- Tasks: Provide second line technical support and manage IT incidents for end-users.
- Company: Join Steamship Mutual, a global P&I insurance company with a friendly culture.
- Benefits: Enjoy hybrid working, private healthcare, and a wellbeing subsidy.
- Why this job: Be part of a supportive team that values your growth and work-life balance.
- Qualifications: Experience in IT support, Windows, Microsoft 365, and strong communication skills required.
- Other info: Opportunities for professional development and access to industry qualifications.
The predicted salary is between 30000 - 42000 £ 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 analyst plays a crucial role in maintaining the efficiency and functionality of IT services within the company. You will be providing predominantly second line technical support on an IT Service Desk to end-users, as well as supporting IT operations.Responsibilities Technical Support Provide up to second line technical support to end users via email and phone.Troubleshoot and resolve hardware, software, and network related issues.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.
Incident Management Log, track and manage incidents, service requests and alerts using a ticketing system.Prioritise and escalate more complex issues promptly and when necessary.Ensure timely resolution of assigned incidents to minimise disruption or downtime.Maintain and manage assigned call queue to a high standard, prioritising and regularly reviewing tickets.
System Maintenance Deployment of new software versions and hardware.Routine system maintenance checks, updates and backups to ensure service continuity.Support starter and leaver processes.Ensure procedures and best practices are adhered to and kept up to date.
Person Specification Experienced with incident management and problem management.Expertise of Windows 10/11, iOS and Microsoft 365.Experience of Intune build deployments and Autopilot enrolment.Proficiency with Active Directory, Azure Active Directory and Exchange Hybrid environments.Financial services Industry experienceNetworking knowledge and experience.Good general understanding of IT infrastructure.Problem solving and critical thinking to handle and resolve more complex technical issuesExceptional customer service skills, with strong communication and interpersonal abilities.Excellent written and spoken EnglishDesirable 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 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 systems, specifically Freshworks.Benefits Join Us at Steamship MutualBecome part of our collaborative, supportive, and friendly working environment, where you can enjoy a rewarding career with opportunities to enhance your existing skills and knowledge. We prioritise a healthy work-life balance and offer a competitive hybrid working policy.Our clear and transparent career pathways provide continuous support for skill enhancement and create opportunities for professional development. Additionally, we offer access to the Protection & Indemnity Qualification, created by the International Group of P&I Clubs.Our attractive benefits package includes private healthcare and a competitive wellbeing subsidy.Steamship Insurance Management Services Ltd is committed to providing a great service to all our members. We pride ourselves on offering a people-centred culture that provides mutual respect and support for all our staff and we welcome and encourage you to apply.Job Details Seniority level : AssociateEmployment type : Full-timeJob function : Information TechnologyIndustries : Technology, Information and Internet
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Service Desk Analyst employer: Steamship Mutual
Contact Detail:
Steamship Mutual Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Analyst
✨Tip Number 1
Familiarise yourself with the specific technologies mentioned in the job description, such as Windows 10/11, Microsoft 365, and Active Directory. Having hands-on experience or even just a solid understanding of these systems will help you stand out during interviews.
✨Tip Number 2
Brush up on your incident management skills, especially if you have experience with ticketing systems like Freshworks. Being able to discuss your previous experiences managing incidents and how you prioritised tasks will demonstrate your capability for the role.
✨Tip Number 3
Prepare to showcase your customer service skills. Since the role involves providing support to end-users, think of examples where you've successfully resolved issues while maintaining excellent communication. This will highlight your interpersonal abilities.
✨Tip Number 4
Research Steamship Mutual's company values and culture. Understanding their commitment to mutuality, integrity, and collaboration can help you align your responses during interviews, showing that you're a good fit for their team.
We think you need these skills to ace Service Desk Analyst
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities of a Service Desk Analyst at Steamship Mutual. Familiarise yourself with the key tasks such as providing second line technical support and managing incidents.
Tailor Your CV: Highlight your relevant experience in IT support, particularly with Windows 10/11, Microsoft 365, and incident management. Use specific examples to demonstrate your problem-solving skills and customer service abilities.
Craft a Compelling Cover Letter: Write a cover letter that reflects your enthusiasm for the role and the company. Mention how your values align with those of Steamship Mutual, such as integrity and collaboration, and explain why you would be a great fit for their team.
Proofread Your Application: Ensure that your application is free from spelling and grammatical errors. A well-written application demonstrates your attention to detail and professionalism, which are crucial for a role in IT support.
How to prepare for a job interview at Steamship Mutual
✨Know Your Technical Stuff
Make sure you're well-versed in the technical skills listed in the job description, especially Windows 10/11, Microsoft 365, and Active Directory. Brush up on your troubleshooting techniques for hardware and software issues, as you'll likely be asked to demonstrate your problem-solving abilities during the interview.
✨Showcase Your Customer Service Skills
Since this role involves providing support to end-users, it's crucial to highlight your customer service experience. Prepare examples of how you've effectively communicated with users and resolved their issues, ensuring they felt supported throughout the process.
✨Familiarise Yourself with Incident Management
Understand the basics of incident management and ticketing systems, particularly Freshworks, as this is a key responsibility of the role. Be ready to discuss any previous experience you have with logging and managing incidents, and how you prioritised tasks in a busy environment.
✨Align with Company Values
Research Steamship Mutual's values and think about how your personal values align with theirs. Be prepared to discuss how you can contribute to their culture of mutuality, integrity, and excellence, and provide examples of how you've demonstrated these values in your previous roles.
