Service Desk Analyst

TSTS

Role Overview

Join Clients dynamic Technology team the engine room of the business delivering bespoke systems that drive our competitive advantage in a rapidly evolving marketplace. As part of the Technology Operations team, you will play a key role in supporting internal and external users, ensuring the smooth and efficient operation of our IT infrastructure across global offices.

This role is responsible for the resolution of IT Service Desk incidents and requests, providing support to approximately 1,000 employees across the UK, US, and Australia. You will handle escalations from fellow Support Analysts and contribute to maintaining a high standard of IT service delivery.

Key Responsibilities
Act as the first point of contact for technical support at the Tech Bar
Diagnose and resolve hardware and software issues across laptops, desktops, and mobile devices
Provide support for operating systems, applications, and network-related queries
Assist with the setup and configuration of IT equipment for users
Log and manage incidents and service requests using the IT service management system
Escalate complex technical issues to 2nd Line Support or relevant teams
Deliver high levels of customer service and ensure timely issue resolution
Educate users on IT best practices and provide day-to-day support
Conduct daily checks on meeting rooms and ensure AV technologies are functioning
Support AV readiness for VIP meetings and company-wide events
Stay current with emerging technologies and IT trends
Contribute to continuous improvement initiatives and team collaboration
Work closely with supervisors to meet and exceed service level targets
Manage individual workload in alignment with broader business priorities
Coordinate with internal and external stakeholders to ensure timely issue resolution
Create and maintain knowledge base articles and process documentation
Lead bi-weekly IT inductions for new users and maintain onboarding materials
Manage user account provisioning and decommissioning (Joiner-Mover-Leaver process)
Communicate effectively and professionally across all levels of the organization

Skills and Experience Required
Proven experience in a customer-facing IT support role
Strong knowledge of Windows and macOS operating systems
Proficient in common software applications and troubleshooting techniques
Basic understanding of networking concepts and IT infrastructure
Excellent problem-solving and communication skills
Ability to work both independently and as part of a team
Strong organizational skills with attention to detail
Relevant IT certifications such as CompTIA A+ or ITIL are advantageous

Desirable Experience
Background in the insurance industry
Familiarity with automation technologies

Qualifications
Preferably educated to degree level or holding relevant industry certifications such as ITIL, Microsoft, or Azure