Junior IT Service Desk Trainee in London

We are seeking a Junior IT Service Desk Trainee to join our London office. This is an exciting entry-level opportunity for individuals with a passion for computing, problem-solving, and a strong desire to build a career in IT. You will play a key role in supporting our business by ensuring colleagues across our global offices receive timely and effective technical support.

Reporting directly to the Service Desk Manager, you will be part of a collaborative team of four Desktop Support Analysts based in London, Singapore and Hong Kong. Together, you will provide first-line support services to staff across our offices in London, Hong Kong, Singapore, Japan, Europe and the United States.

This role is designed to help you grow. You will receive structured training and mentoring, gaining hands-on experience in IT support operations while developing both your technical expertise and customer service skills. Previous IT support experience or certification is not required; instead, we are looking for candidates who have experience working in a corporate or office environment, with strong interpersonal skills and a genuine enthusiasm for technology.

Working arrangements

• First month: Five days in the office to complete initial training and induction.
• Second month: Four days in the office to continue structured development.
• From the third month onwards: Once standard training is complete, you will move to the company's hybrid working pattern of three days in the office on core days (Tuesday and Thursday plus one additional nominated day).

Your Responsibilities

• Provide excellent customer service with a focus on the end user experience.
• Provide Tier 1 technical support to users via phone, email, in person and remote tools.
• Accurately log, categorise and prioritise IT support cases in accordance with best practice.
• Assist in investigating, diagnosing and resolving common hardware and software issues, escalating where necessary and working with senior team members to resolve more complex cases.
• Collaborate with internal colleagues or 3rd party suppliers to resolve cases.
• Proactively engage with internal and external users to provide assistance, advice and training to enhance and improve their use of IT.
• Respond safely and effectively to Cyber Security issues and incidents.
• Ensure that endpoints are up to date with security patches.
• Assist with Microsoft 365, Teams and Exchange Online support.
• Provide support and participate in IT related projects.
• Attend and contribute to internal meetings as appropriate.
• Assist in maintaining and updating Knowledge Articles.
• Follow company policies, IT procedures, processes and security best practice.

About You

• Passion for computing and enthusiasm for learning.
• Previous corporate or office-based role.
• Previous customer or client-facing role is desirable.
• Demonstrate an aptitude for problem solving and logical thinking.

Knowledge/Skills/Experience

• Computer literate and familiar with all MS Office packages (Outlook, Word, Excel, PowerPoint etc).
• Awareness of IT security best practice.
• Basic understanding of networking principles.
• Exposure to Microsoft 365 or other cloud-based tools.

Qualifications/Education

• A Level in a numerate subject or computing.
• Communication – ability to quickly assimilate information, establish key issues and to express them effectively and succinctly in writing and verbally.
• A positive, proactive, and team-orientated approach.
• Reliable and punctual – demonstrates consistent punctuality and effectively establishes credibility with internal stakeholders and external clients.
• Customer focused – recognises the needs of external/internal customers and consistently delivers and meets promises made.
• Problem solving – establishing the facts, analysing and solving logically in a timely manner.
• Accurate/detail orientated – ability to work accurately with detailed information and work to deadlines and/or key milestones.

About Us

Tindall Riley manages three insurance businesses. The Britannia Group (Britannia P&I), a mutual club that provides protection and indemnity ('P&I') insurance and freight, demurrage and defence ('FD&D') cover to shipowners and charterers around the world. The Griffin Insurance Association Limited (Griffin), an insurance mutual that provides professional indemnity insurance to broking firms and MGAs around the world. The Wren Insurance Association Limited (Wren), an insurance mutual that provides professional indemnity insurance to architectural practices operating in the UK and overseas. Today, we employ over 300 people globally across 9 offices and have a shared commitment to providing exceptional insurance services for our Members worldwide.

Benefits

We can offer you a competitive salary and a varied benefits package. We have a hybrid working policy, three days from the office and two days from home. We are proud of our friendly workplace culture, where we offer ample opportunities to socialise and connect with each other. We are committed to the equal treatment of all current and prospective employees. We aspire to have a diverse and inclusive workplace and strongly encourage suitably qualified applicants from a wide range of backgrounds to apply and join Tindall Riley.