Service Desk Analyst - L1

Service Desk Analyst - L1

24/7 Onsite Role

Key Responsibilities & Accountabilities

• Act as the first point of contact for users seeking technical assistance through the Tech Bar.
• Diagnose and resolve hardware and software issues across laptops, desktops, and mobile devices.
• Provide technical support for Windows and macOS operating systems, business applications, and network-related issues.
• Assist users with the setup, configuration, and deployment of IT equipment and devices.
• Log, manage, and track incidents and service requests using the IT Service Management (ITSM) system.
• Troubleshoot issues effectively and escalate complex incidents to 2nd Line Support or the appropriate technical teams when required.
• Deliver a high standard of customer service, ensuring issues are resolved promptly and users receive regular updates.
• Educate users on IT best practices, systems, applications, and security procedures.
• Conduct daily checks of meeting rooms and ensure all AV and collaboration technologies are fully operational.
• Provide technical support for VIP meetings, corporate events, and other business-critical activities, ensuring meeting rooms and AV equipment are fully prepared.
• Maintain up-to-date knowledge of emerging technologies, IT services, and relevant industry developments.
• Work collaboratively as part of the wider Technology team, prioritising and managing tasks in line with business requirements.
• Build and maintain effective relationships with internal and external stakeholders, ensuring timely communication and resolution of technical issues.
• Create and maintain knowledge articles, technical documentation, and support processes to improve user experience and operational efficiency.
• Conduct bi-weekly customer inductions and ensure induction materials and presentation slides remain accurate and up to date.
• Manage the creation, modification, and decommissioning of customer accounts as part of the Joiner, Mover, Leaver (JML) process.

Skills & Abilities

• Proven experience in a customer-facing IT support or Service Desk environment.
• Strong working knowledge of Windows and macOS operating systems.
• Proven experience working with SQL.
• Good knowledge of business applications and software troubleshooting techniques.
• Basic understanding of networking principles, infrastructure, and common connectivity issues.
• Excellent troubleshooting, analytical, and problem-solving skills.
• Strong verbal and written communication skills, with the ability to explain technical issues clearly to non-technical users.
• Excellent organisational skills with strong attention to detail and the ability to manage competing priorities.
• Ability to work independently while also collaborating effectively within a technology team.
• IT-related certifications such as CompTIA A+, ITIL, or equivalent are desirable.

Desirable Experience

• Previous experience within the insurance industry.
• Knowledge or practical experience of automation technologies.
• Experience supporting AV, video conferencing, and meeting-room technologies.
• Familiarity with IT Service Management processes and best practices.