IT Service Desk Analyst (Insurance Sector)

• Underwriting


• Reinsurance

Location: London (Hybrid/Onsite)

Employment Type: Full-time

Department: IT Services / Service Desk

Reports to: IT Service Desk Manager

Role Overview

We are seeking an experienced IT Service Desk Analyst with a strong background supporting users within the insurance industry. The successful candidate will provide first and second-line technical support, ensuring excellent customer service while maintaining high availability of business-critical systems used across underwriting, claims, broking, and corporate functions.

The ideal candidate will have experience working in a fast-paced, regulated environment and understand the importance of service quality, security, and compliance.

Key Responsibilities

• Provide 1st and 2nd line IT support via phone, email, remote support, and desk-side assistance.


• Log, prioritise, investigate, and resolve incidents and service requests in accordance with agreed SLAs.


• Support Windows 11, Microsoft 365, Teams, Outlook, and Office applications.


• Manage user accounts, permissions, and security groups using Active Directory and Entra ID.


• Support laptop, desktop, mobile devices, printers, and meeting room technology.


• Diagnose hardware, software, network, and connectivity issues.


• Escalate complex incidents to specialist teams where required.


• Maintain accurate documentation within the ITSM platform.


• Perform onboarding and offboarding activities including equipment provisioning and account creation.


• Support software deployments and patching activities.


• Assist with office moves, hardware refreshes, and project work.


• Maintain high levels of customer satisfaction through excellent communication.


• Follow ITIL best practices for Incident, Request, Problem, and Change Management.


• Participate in out-of-hours support on a rota basis if required.

Insurance Industry Experience

The successful candidate should have experience supporting users within one or more of the following areas:

• Underwriting


• Claims


• Broking


• Reinsurance


• Risk Management


• Actuarial Services


• Finance and Compliance

Requirements

Technical Skills

Essential:

• Windows 11


• Microsoft 365


• Outlook


• Microsoft Teams


• Active Directory


• Microsoft Entra ID (Azure AD)


• Intune


• Exchange Online


• VPN technologies


• Multifunction printers


• Remote support tools


• Laptop imaging and deployment


• Basic networking (TCP/IP, DNS, DHCP, Wi-Fi)


• ITSM tools (ServiceNow, HaloITSM, Jira Service Management, Freshservice or similar)

Desirable:

• Microsoft Endpoint Manager


• Autopilot


• PowerShell


• SharePoint Online


• Citrix


• VMware Horizon


• Azure


• Cisco AnyConnect


• Mimecast


• CrowdStrike


• Defender for Endpoint

Experience Required

• 3+ years' experience within an IT Service Desk or Desktop Support role.


• Previous experience working within an insurance company.


• Experience supporting executive and VIP users.


• Strong understanding of SLA-driven support environments.


• Experience using ticket management systems.


• Experience working within regulated environments.

Soft Skills

• Excellent customer service skills.


• Strong communication skills.


• Professional and approachable manner.


• Excellent troubleshooting abilities.


• Ability to prioritise workload.


• Strong attention to detail.


• Ability to remain calm under pressure.


• Team player with a proactive attitude.


• Continuous improvement mindset.

Qualifications

Essential:

• GCSE (or equivalent) in English and Mathematics.


• ITIL Foundation (or willingness to obtain).

Desirable:

• Microsoft Certified Fundamentals


• Microsoft 365 Certified


• CompTIA A+


• CompTIA Network+


• Azure Fundamentals (AZ-900)

Personal Attributes

• Customer-focused.


• Reliable and organised.


• Positive attitude.


• Strong analytical skills.


• Able to work independently.


• Committed to delivering high-quality service.


• Flexible and adaptable.