At a Glance
- 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.
- Other info: Opportunities for professional development and access to industry qualifications.
- 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.
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 experience
- Networking knowledge and experience.
- Good general understanding of IT infrastructure.
- Problem solving and critical thinking to handle and resolve more complex technical issues
- 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 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 Mutual
- Become 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: Associate
- Employment type: Full-time
- Job function: Information Technology
- Industries: Technology, Information and Internet
#J-18808-Ljbffr
Service Desk Analyst in London employer: Steamship Mutual
Steamship Mutual is an exceptional employer that offers a dynamic and supportive work environment for graduates looking to kickstart their careers in marine insurance. With a structured rotation across three London teams, employees benefit from extensive learning opportunities, mentorship from industry experts, and a clear path for professional growth within a global network. The company's commitment to employee development and its collaborative culture make it an ideal place for those seeking meaningful and rewarding employment.
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Analyst in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Steamship Mutual. 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 Steamship Mutual 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 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 Steamship Mutual:Your cover letter is your chance to shine! Tell us why you want to work at Steamship Mutual 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 Steamship Mutual!
How to prepare for a job interview at Steamship Mutual
✨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.
