Service Support Analyst

We have the opportunity for a Service Support Analyst to join our IT department here at Tokio Marine Kiln. This role will be based on-site 5 days a week with some potential for hybrid working. Reporting to the Deputy Service Desk Manager, you will take ownership of all incidents and requests relating to TMK IT and manage them to a successful resolution, ensuring that all calls are dealt with promptly and to the customers’ satisfaction and to communicate and escalate any problems to the Service Desk manager where necessary.

Key responsibilities:

• Troubleshoot and resolve where possible all IT related incidents and requests within a 1st/2nd line capacity and be proactive when dealing with IT issues.
• Manage the set up and roll out of any hardware / mobile device requests.
• Maintain awareness of your call volumes/queues to ensure that customer service level agreements are met, paying attention to the reports in the service desk Dashboard, through the SD Analyst tab.
• Ensure that escalation procedures are being followed and calls are managed according to priority.
• Ensure that ITSM calls are directed to the correct support teams in a timely manner, if not under the scope of the Service Desk.
• Liaise directly with business users to understand or clarify the nature of the incident and to confirm the successful resolution of them.
• Liaise directly with internal 3rd line support teams to ensure the resolution of all incidents in line with the Incident Management Policy.
• Provide excellent customer service through ownership of issues and deliver effective communication and resolution of issues in line with the agreed service levels.
• Send clear, concise communication to affected users regarding planned and unplanned service outages using notification templates.
• When required be available to provide support cover or assistance out of business hours (i.e. weekends and weekday evenings).

The successful candidate will have strong customer service skills and will have experience in an operational IT environment providing user-facing support. They will also demonstrate strong knowledge of Microsoft operating systems and Office applications. It is essential that you have excellent written and verbal communication skills, and you must also be a team player who can take ownership of customer issues. We are looking for someone who is proactive, with a positive approach and a can-do attitude.

The successful candidate will be welcomed into the TMK family to help us further our purpose of enabling our clients to fulfil their ambitions whilst benefiting society and our people. We are committed to ensuring a safe, open, inclusive and empowering environment in which all of our people can thrive. All employees have the opportunity to join one or a number of inclusion network groups or take part in CSR and charitable activities. TMK is signed up to the Disability Confident Employer Scheme and we also accommodate flexible working, subject to the TMK flexible working policy.

As an underwriting firm with over 140 years’ experience of protecting clients from changing risks we put our confidence in the ability and talent of our people. We aim to be a ‘Good Company’ and this means being a great and inclusive company to do business with and being a great place to work. Our culture is founded on our core values of empowerment, inclusion, excellence, integrity, teamwork and innovation. We seek to recruit the best talent by endeavouring to reach diverse talent pools, offering dynamic working arrangements and investing in development.

To make your experience as comfortable as possible, please let us know if you require any reasonable adjustments or additional assistance during your application process. At Tokio Marine Kiln we are here to support you, please be reassured that we will do all that we can to ensure that your specific needs are met.

Please reach out to jay.lewis@tokiomarinekiln.com in confidence, to discuss any specific assistance or requirements that you have. If you encounter difficulties submitting your application, please email recruitment@tokiomarinekiln.com. If you are interested in this vacancy and would like to apply or find out more, please follow the links to apply. You can also share this vacancy with your network using a number of social media platforms.