Service Desk Analyst
You will be part of the technology team, providing customized systems that give Client a competitive edge. This role is within the Technology Operations team, supporting internal and external customers by resolving IT Service Desk incidents and requests to ensure stable IT operations across the infrastructure. You will support approximately 1000 employees in the UK, US, and Australia, ensuring efficient business operations and handling escalations from other Support Analysts.
Serve as the first point of contact for technical assistance at the Tech Bar
Diagnose and resolve hardware and software issues across devices
Support operating systems, applications, and network-related problems
Assist in setting up and configuring IT equipment
Log and manage incidents and service requests using ITSM tools
Escalate complex issues to 2nd Line Support or relevant teams
Maintain high customer service standards and resolve issues promptly
Educate users and provide IT guidance
Perform daily AV checks in meeting rooms and report issues
Support VIP meetings and company events by ensuring AV readiness
Stay updated on technology trends and updates
Participate in team meetings and contribute to process improvements
Collaborate with supervisory teams to meet service level expectations
Manage personal tasks aligned with broader business needs
Handle internal and external stakeholder communication and issue resolution
Create and maintain knowledge articles and support processes
Conduct bi-weekly customer inductions and update slides
Create and decommission customer accounts (Joiner-Mover-Leaver process)
Communicate clearly and in a timely manner
Experience in a customer-facing IT support role
Strong knowledge of Windows and macOS
Familiarity with common software and troubleshooting
Basic understanding of networking and IT infrastructure
Excellent problem-solving and communication skills
Ability to work independently and collaboratively
Strong organizational skills and attention to detail
Relevant IT certifications (e.g., CompTIA A+, ITIL) are advantageous
Experience in the insurance industry
Understanding of automation technologies
Preferably degree-educated or holding relevant certifications (e.g., ITIL, Azure, Microsoft)