IT Service Desk Analyst - Insurance

Recruiter
Red10
Location
London (Greater)
Posted
11 Jan 2018
Closes
11 Feb 2018
Contract Type
Permanent
Hours
Full Time
IT Service Desk Analyst - Insurance / 1st and 2nd Line Support / Incident Management / 6 month FTC

KEY SKILLS

1st/ 2nd Line Support

Incident Management

Desktop / Server / Network Infrastructure

THE ROLE

The UK IT operations team comprises of 7 support staff and these are based across our offices at Norwich, Witham, London, Bermuda, Philadelphia and Florida. The Global Service Desk team provides technical support and service delivery for all technology systems including desktop, server, network infrastructure components and all Media applications. This position will be primarily to support the flow of Service desk calls and to provide 1st / 2nd level support to our user community.

KEY RESPONSIBILITIES

Providing IT support to the company at Service desk and 1st /2nd level support:
  • Log all support calls made to IT whether by phone, email or in person;
  • Providing a high level of customer service by owning some support calls from start to finish while responding to requests in a timely manner that meets the user's expectations even when the call is escalated;
  • To take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible; escalating incidents to other support teams where necessary.
  • Work with support colleagues and the IT Systems Manager to provide user support of the steady state infrastructure;
  • Build, image and otherwise configure desktop computers, thin clients and laptops;
  • Create new user accounts and email; disable departing employee's accounts;
  • Support office tasks including but not limited to telephone troubleshooting/installation, desk moves, equipment loan;


THE CLIENT

A leading London based insurer
This job was originally posted as www.cwjobs.co.uk/job/79168145