At a Glance
- Tasks: Troubleshoot IT issues and provide top-notch support to users.
- Company: Join Tokio Marine Kiln, a leader in the insurance industry.
- Benefits: Competitive salary, hybrid working options, and a supportive team environment.
- Other info: Great opportunity for career growth in a dynamic workplace.
- Why this job: Make a real difference by helping others with their IT challenges.
- Qualifications: Experience in IT support and strong communication skills required.
The predicted salary is between 30000 - 40000 £ per year.
Tokio Marine Kiln (TMK) is looking for a Service Support Analyst to join our Service Desk team for a 12‑month fixed‑term contract.
This role is based on‑site five days a week with some hybrid working opportunities.
The Analyst will report to the Deputy Service Desk Manager and will take ownership of all incidents and requests relating to TMK IT, ensuring timely resolution and customer satisfaction.
Responsibilities
- Troubleshoot and resolve IT incidents and requests in a 1st/2nd line capacity, being proactive when dealing with IT issues.
- Set up and roll out hardware and mobile device requests.
- Monitor call volumes and queues to meet service level agreements, using the Service Desk dashboard and the SD Analyst tab.
- Follow escalation procedures and manage calls according to priority.
- Direct ITSM calls to the correct support teams if they are outside the scope of the Service Desk.
- Collaborate with business users to clarify incidents or requests and confirm successful resolution.
- Work with internal third‑line support teams to resolve incidents in line with the Incident Management Policy.
- Deliver excellent customer service through ownership of issues and effective communication.
- Send clear, concise notifications to affected users about planned and unplanned outages using notification templates.
- Provide support cover outside normal business hours when required.
- Support end users with laptop and Citrix environments.
- Provide on‑site meeting room support for Microsoft Teams Rooms.
- Use Service Now for ticket management.
Qualifications
- Experience in an operational IT environment delivering user‑facing support.
- Strong knowledge of Microsoft operating systems and Office applications.
- Excellent written and verbal communication skills.
- Team‑player attitude with a proactive, positive and can‑do approach.
- Ability to take ownership of customer issues and manage resolutions.
We are an equal‑opportunity employer dedicated to creating a safe, inclusive and empowering workplace for all employees.
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Service Support Analyst in London employer: Tokio Marine Kiln Insurance Services Limited
Tokio Marine Kiln Insurance Services Limited is an excellent employer, offering a dynamic work environment where IT Service Desk Analysts can thrive. With a strong focus on employee growth and development, the company provides opportunities for skill enhancement and career progression, all while fostering a collaborative culture that values teamwork and customer satisfaction. Located in a vibrant area, employees enjoy a hybrid working model that promotes work-life balance alongside the chance to engage directly with colleagues on-site.
Contact Details:
Tokio Marine Kiln Insurance Services Limited Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Service Support Analyst in London
✨Get Social with Customer Support Communities
Join customer support groups on platforms like Facebook or Reddit. They often share job openings or temp opportunities. Engaging with these communities can help you learn more about the specific skills and experiences employers are looking for, plus you'll meet folks who might know about openings at companies like Tokio Marine Kiln Insurance Services Limited.
✨Leverage Seasonal Hiring Trends
Since customer support roles can spike during busy seasons (think holidays and sales periods), keep an eye out for timelines when companies ramp up hiring. Make sure to apply early and stay active; sending a quick follow-up a week after applying can show your enthusiasm for the role.
✨Flex Your Communication Skills
In customer support, communication is key! Prepare for hypothetical scenarios that test your problem-solving and customer interaction skills. Practising answers to common role-play questions can really help you shine in interviews—trust us, it makes a difference!
✨Make the Most of Job Boards
Use industry-specific job boards like Glassdoor or Indeed to find temporary roles. Don’t forget to set up alerts for customer support positions at companies like Tokio Marine Kiln Insurance Services Limited. The earlier you apply, the better your chances, so keep your finger on the pulse!
We think you need these skills to ace Service Support Analyst in London
Some tips for your application 🫡
Highlight Your Communication Skills:In customer support, top-notch communication is key. Make sure your CV showcases any previous experience where you’ve had to clearly convey information or resolve issues. If you’ve handled customer queries via email or chat, mention it! Let’s see those strong verbal and written skills shine through.
Showcase Problem-Solving Experience:Employers love to see how you've handled tricky situations. Include examples in your application where you’ve tackled customer concerns or had to think on your feet. It's all about proving you can keep cool under pressure and find solutions—something super important in a temporary customer support role!
Tailor Your Approach for Temporary Roles:Since this is a temporary gig, make sure your cover letter emphasises your flexibility and eagerness to dive right in. Mention that you're ready to hit the ground running and are adaptable to new tools or systems—this shows that you understand the urgency often needed in temporary positions.
Proof of Customer Satisfaction:If you’ve got any quantifiable achievements from past customer support roles, like improved customer satisfaction scores or successful project completions, make sure to include them. Numbers speak volumes! This not only shows your capability but also gives us a reason to believe you'll bring that same success to Tokio Marine Kiln Insurance Services Limited.
How to prepare for a job interview at Tokio Marine Kiln Insurance Services Limited
✨Master the Customer Interaction Game
In customer support, we need to showcase our people skills. Prepare for role-playing scenarios where you'll demonstrate how to handle difficult customers or resolve complaints. Think about the types of issues common in Tokio Marine Kiln Insurance Services Limited's industry and how you can respond empathetically and effectively!
✨Know Your Products Inside Out
For a temporary role, it's crucial to familiarize yourself with the products or services Tokio Marine Kiln Insurance Services Limited offers. Brush up on key features, common issues, and FAQs. This knowledge will enable you to respond quickly and confidently to customer queries, showing you’re ready to jump in at a moment’s notice!
✨Flexibility is Key - Emphasise Your Adaptability!
Since this is a temporary role, we're looking to convey how quickly we can adapt to new systems or processes. Be ready to share examples of how you've quickly learned new tools or adjusted to changing environments in past roles. Show them you're the go-to person when the pressure's on!
✨Prepare for Quick Conversational Q&A
You might face a rapid-fire round of questions about customer service principles or how you'd handle specific situations. To ace this, think through different customer scenarios ahead of time, and practice your responses to ensure they're concise and impactful. The aim is to demonstrate your quick thinking and problem-solving skills!
