IT Service Desk Analyst (Insurance Sector)
London, United Kingdom | Posted on 06/08/2026
Location: London (Hybrid/Onsite)Employment Type: 12 month contract Department: IT Services / Service DeskReports 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:
- Claims
- Broking
- Actuarial Services
- Finance and Compliance
Technical Skills
- Windows 11
- Microsoft 365
- Outlook
- Microsoft Teams
- Active Directory
- 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)
- PowerShell
- SharePoint Online
- Citrix
- VMware Horizon
- Mimecast
- CrowdStrike
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
- 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.
Qualifications
- GCSE (or equivalent) in English and Mathematics.
- ITIL Foundation (or willingness to obtain).
- Microsoft 365 Certified
- CompTIA A+
- CompTIA Network+
Personal Attributes
- Customer-focused.
- Reliable and organised.
- Strong analytical skills.
- Able to work independently.
- Committed to delivering high-quality service.
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IT Service Desk Analyst (Insurance Sector) in London employer: Vanquish Tech
As a leading employer in the heart of London, we pride ourselves on fostering a dynamic work culture that values innovation and collaboration. Our commitment to employee growth is evident through continuous training opportunities and mentorship programmes, ensuring that our team members thrive both personally and professionally. With competitive benefits and a focus on work-life balance, we offer a rewarding environment for those looking to make a meaningful impact in the field of Privileged Access Management.
