Service Desk Analyst

Sompo; Greater London; On-site; GBP 60,000 - 80,000; Full time

Job summary

A global insurance provider is seeking a Service Desk Analyst based in London. The role involves providing second line support, managing tickets, and troubleshooting hardware and software issues. The ideal candidate has over 4 years of experience in a similar role and skills in customer service, MS Windows, Active Directory, and mobile device management. This position promotes a collaborative work environment with a focus on employee growth and opportunities.

Benefits

Health & Wellness Benefits

Retirement & Savings Plans

Parental Leave & Adoption Assistance

Qualifications

• 4+ years in a Service Desk Analyst role.
• Experience with MS Windows 11 and Office 365.
• Knowledge of remote access technologies (VPN).

Responsibilities

• Provide second line of support for tickets.
• Monitor and manage tickets, resolving incidents.
• Create and review documentation for processes.

Skills

Customer service skills

Troubleshooting end user hardware & software

Strong written & oral communication skills

Active Directory

MS Windows 11

Mobile device management

Tools

Microsoft InTune

CrowdStrike

SCCM

Job description

Service Desk Analyst page is loaded## Service Desk Analystlocations: London, United Kingdomtime type: Full timeposted on: Posted Todayjob requisition id: R3573## As a leading provider of insurance and reinsurance with worldwide operations and employees in Bermuda, U.S., U.K., Continental Europe and Asia, we recognize that our success is derived directly from those who matter the most: **our people**. At Sompo International, our values of integrity, collaboration, agility, execution and excellence underpin our culture and our commitment to providing an employee experience that attracts and engages the best talent in the industry. As we continue to grow, we strive to find diverse, innovative and driven professionals to join our teams and offer a broad range of career and development opportunities at all levels, in multiple business areas, in each of our locations throughout the world. Our compensation and benefits programs are market driven and competitive, with excellent family friendly policies and flexible working provisions.## **Job Description**Sompo has a unique opportunity for a Service Desk Analyst in our IT Department.Our Service Desk team provides deskside support for the London office. This includes issue resolution and service request fulfilment for end user hardware and software items*.***Location:** This position will be based out of our London office. We strive for collaboration which is why we offer a work environment where our employees thrive and develop long lasting careers.**Our business, your impact, our opportunity****What you’ll be doing:**Provide second line of support for tickets routed from the ITSM tool or level one help desk to resolve problems for Information Technology products, services and applications.* Monitor and manage tickets, Resolving Incidents and Fulfilling Service Requests* Analyse moderate to complex issues and take action to resolve, or route tickets to other IT resolver teams when necessary* Build: Pre-stage, Image and Install PC’s (Desktops and Laptops) and related hardware and software* Troubleshoot and resolve end user hardware & software problems* Provide expert level support in troubleshooting desktop peripherals in the environment (mobile devices (iPhones/Androids, peripherals, etc.)* Process requests i.e. user provisioning, video conference setup, support, and other requests* Create/Review/Retire documentation: Standard Operating Procedures and Processes for use by HCL and IT desktop support teams and IT end user training content.* Provide support to clients on software and hardware platforms* Provide support to facilitate/moderate, with host/schedulers, Webex Events/Webinars* Interface with vendors for service of PCs and related hardware* Escalate complex issues as defined in standard operating procedures**What you’ll bring:*** 4+ years in a Service Desk Analyst role* Experience with MS Windows 11, Office 365* Active Directory & Microsoft Exchange/Outlook* Experience with Anti-virus software, (esp. CrowdStrike)* Knowledge of build technologies such as SCCM, Nomad* Mobile device management & support using Microsoft InTune (iPhone, Android, etc)* Remote access technologies (VPN, Azure Virtual Desktop)* Strong written & oral communication skills* Strong customer service skills* Knowledge of enterprise workstation (Desktop & Laptop) technologies* Experience with on-boarding, off-boarding; Installs/Moves/Adds/Changes* Webex Experience**Our Benefits**We continuously evaluate and update our benefit programs to ensure that our plans meet the needs of our employees and their dependents. Below are a few highlights of our inclusive benefit programs:* Expansive Health & Wellness Benefits* Generous Retirement & Savings Plans* Global Parental Leave & Adoption AssistanceWe strive to create exceptional value for our clients and shareholders while maintaining Sompo as an attractive place to work. We foster an environment of ongoing, open dialogue between managers and their direct reports, and believe in an organizational environment where everyone belongs. We proudly are a multi-racial, multi-cultural, global enterprise. We reject all forms of racism, bigotry, prejudice and injustice and continue to invest in building out an inclusive and diverse work environment.**Expert Partners. Clarity in complexity. Unwavering commitment**.We are Sompo, a global provider of property, casualty, and specialty insurance and reinsurance.Building on Sompo Holding’s 135 years of innovation, we seek to deliver a unified approach to servicing and providing customized solutions for our clients, ensuring that we meet their needs effectively and consistently.We strive to strengthen engagement with our clients and business partners every day by using the in-depth knowledge and insights of our experts to swiftly navigate the ever-shifting risk landscape in a fast and agile way – providing them with the products and coverages they need – underpinned by exceptional levels of service.**Our values**As we continue to evolve and grow, our core values serve as the foundation for our company’s identity, purpose and culture.* Accountability: Raising the bar on what we deliver* Agility: Keeping it simple as we grow* Collaboration: Building relationships with clients and colleagues* Development: Being curious and having a growth mindset* Integrity: Being trustworthy and doing what’s rightAround the world, our 9,500+ employees use their expertise to learn, improve and find clear answers for your complex challenges. Because when you choose Sompo, you choose the ease of expertise.**Sompo is an Equal Opportunity Employer**.All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law.**To learn more about visit our website at**## We are Sompo, a global provider of commercial and consumer property, casualty, and specialty insurance and reinsurance. Building on the 130 years of innovation of our parent company, Sompo Holdings, Inc., Sompo employs approximately 9,500 people around the world who use their in-depth knowledge and expertise to help simplify and resolve your complex challenges. Because when you choose Sompo, you choose **The Ease of ExpertiseTM**.## ## “Sompo” refers to the brand under which Sompo International Holdings Ltd., a Bermuda-based holding company, together with its consolidated subsidiaries, operates its global property and casualty (re)insurance businesses. Sompo International Holdings Ltd. is an indirect wholly-owned subsidiary of Sompo Holdings, Inc., one of the leading property and casualty groups in the world with excellent financial strength as evidenced by ratings of A+ (Superior) from A.M. Best (XV size category) and A+ (Strong) from Standard & Poor’s. Shares of Sompo Holdings, Inc. are listed on the Tokyo Stock Exchange.## ## To learn more please follow us on or visit .