Service Support Analyst

We have the opportunity for a Service Support Analyst to join our IT department here at Tokio Marine Kiln on a 6-month fixed-term contract. (This role will be based on-site 5 days a week with some potential for hybrid working). Reporting to the 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. You will also communicate and escalate any problems to the Service Desk manager where necessary. The role includes responsibility for: Troubleshoot and resolve all IT-related incidents and requests within a 1st/2nd line capacity and be proactive when dealing with IT issues. Manage the setup and rollout of hardware and mobile device requests. Maintain awareness of call volumes and queues to ensure that service level agreements are met, using reports in the service desk Dashboard via the SD Analyst tab. Follow escalation procedures and manage calls according to priority. Direct ITSM calls to the appropriate support teams in a timely manner, if outside the scope of the Service Desk. Liaise with business users to understand or clarify incident requests and confirm their resolution. Coordinate with internal 3rd line support teams to resolve incidents in line with the Incident Management Policy. Provide excellent customer service through ownership of issues, effective communication, and resolution within agreed service levels. Communicate planned and unplanned service outages clearly to affected users using notification templates. Be available to provide support outside business hours, such as weekends and evenings, when required. The ideal candidate will have strong customer service skills and experience in an operational IT environment supporting users. They should have solid knowledge of Microsoft operating systems and Office applications, with excellent written and verbal communication skills. A proactive attitude, ownership of issues, and a positive, can-do approach are essential. We offer a welcoming environment as part of the TMK family, committed to fostering a safe, inclusive, and empowering workplace. Opportunities include participation in inclusion networks, CSR activities, and flexible working arrangements in accordance with our policies. At Tokio Marine Kiln, with over 140 years of experience, we value our people and aim to be a \’Good Company\’—an inclusive, innovative, and supportive organization. We seek diverse talent and invest in your development. If you require reasonable adjustments or assistance during the application process, please contact jay.lewis@tokiomarinekiln.com in confidence. For application submission issues, email recruitment@tokiomarinekiln.com . To apply or learn more, follow the application links or share this vacancy via social media platforms. #J-18808-Ljbffr