At a Glance
- Tasks: Provide top-notch technical support and resolve user inquiries efficiently.
- Company: Join Tokio Marine HCC, a leading global specialty insurer with a collaborative culture.
- Benefits: Enjoy competitive salary, employee benefits, and flexible work options.
- Other info: Great career growth opportunities and a chance to work with a diverse team across Europe.
- Why this job: Make a real impact while working with cutting-edge technology in a dynamic environment.
- Qualifications: Experience in IT support, strong communication skills, and a passion for problem-solving.
The predicted salary is between 36000 - 44000 £ per year.
Location: Bridgend
Position Type: Full Time, primarily office-based, with the possibility of working from home one day per week.
Hours: Shift pattern between 08:00 and 18:00, Monday to Friday, with occasional out-of-hours support.
Job Purpose: Provide exceptional 1st line technical support to a user base of approximately 2500. The role holder will collaborate closely with our Desktop Support Team and other 2nd and 3rd line teams to play a pivotal role in incident/request resolution and delivering valuable end-user guidance.
Key Responsibilities:
- Efficiently and professionally respond to end-user inquiries via self-service tickets and phone calls.
- Provide remote, technical 1st line support, utilising your skills, knowledge, and experience, as well as consulting our extensive knowledge base and collaborating with the broader IT department.
- Manage assigned ticket queue and monitor shared service desk queues, ensuring tickets are accurately categorised, updated and progressed.
- Adhere to ITIL best practice approaches for Incident, Request, and Problem management processes, aligned with agreed-upon SLAs.
- Collaborate closely with 2nd and 3rd line teams to enhance the 1st line fix rate.
- Build and maintain strong working relationships within TMHCC.
- Create and maintain Knowledge Articles enabling the most efficient resolution of incidents and answering of questions.
- Participate in various IT projects.
- Engage in regular team meetings and training sessions to stay current with the latest technology trends and solutions.
- Uphold TMHCC security policies, procedures, controls, and agreed-upon SLAs.
Skills and Experience Specification:
- Experience in a Service Desk environment supporting employees in an ITIL setting.
- Strong knowledge of Active Directory and virtualisation technologies, such as Citrix and Citrix Workspace.
- Experience with video conferencing equipment and software, including Microsoft Teams.
- Ability to prioritise and manage multiple tasks and deadlines effectively.
- Flexibility and adaptability in response to changing priorities and business needs.
- A keen eye for detail and dedication to delivering high-quality results.
- Demonstrable technical support and desktop management expertise, including Windows 7/10, Office 2016, O365, SCCM, AD, Citrix, and more.
- Solid understanding of basic networking principles, such as TCP/IP, DNS, and DHCP.
- Excellent customer service, telephone, and communication skills.
- Strong problem-solving abilities and basic hardware configuration and repair experience.
- ITIL Foundation Certification or willingness to obtain within the first year of employment (preferred).
What We Offer: The Tokio Marine HCC Group of Companies offers a competitive salary and employee benefit package. We are a successful, dynamic organization experiencing rapid growth and are seeking energetic and confident individuals to join our team of professionals.
The Tokio Marine HCC Group of companies is an equal opportunity employer.
IT Service Desk Analyst employer: Tokio Marine HCC International
Tokio Marine HCC is an exceptional employer, offering a dynamic work environment that fosters innovation and collaboration within the Treaty Reinsurance Operations team. With a commitment to employee growth and a competitive benefits package, employees are empowered to contribute creatively while working alongside industry experts in a supportive culture. Located in the heart of London, this role provides unique opportunities to engage with cutting-edge technology and enhance your skills in a rapidly evolving sector.
Contact Details:
Tokio Marine HCC International Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land IT Service Desk Analyst
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what Tokio Marine HCC International values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
✨Show Off Your Skills
Create a personal project or case study relevant to the challenges Tokio Marine HCC International might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
✨Leverage LinkedIn for Connections
Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at Tokio Marine HCC International!
✨Direct Apply to Tokio Marine HCC International
Let's not forget to apply directly through the Tokio Marine HCC International website! Tailor your application to showcase our understanding of their consulting style and how we can contribute to their projects. A personalised approach can make a huge difference in landing that full-time position!
We think you need these skills to ace IT Service Desk Analyst
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at Tokio Marine HCC International.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at Tokio Marine HCC International. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at Tokio Marine HCC International
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
