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: Be part of an inclusive workplace that values your contributions.
- 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 employer: Tokio Marine Kiln Insurance Services Limited
At Tokio Marine Kiln, we pride ourselves on being an excellent employer, offering a dynamic work environment where collaboration and innovation thrive. Our Service Support Analysts benefit from a supportive culture that prioritises employee growth through continuous learning opportunities and a commitment to inclusivity. Located in a vibrant area, our team enjoys the flexibility of hybrid working arrangements while delivering exceptional service to our clients.
Contact Details:
Tokio Marine Kiln Insurance Services Limited Recruitment Team
