Service Desk Analyst

About the company

Steamship Mutual is a P&I insurance company, with 240 employees worldwide. The main office is based near Liverpool Street station, London. We have offices in Bermuda, Brazil, Cyprus, Greece, Hong Kong, Japan, and Singapore.

Overall Job Purpose :

The analyst plays a crucial role in maintaining the efficiency and functionality of IT services within the company, you will be providing predominately second line technical support on an IT Service Desk to end-users, as well as supporting IT operations

Requirements

Key Responsibilities:

Technical Support 

• Provide up to second line technical support to end users via email and phone.
• Troubleshoot and resolve hardware, software, and network related issues.
• Ensure excellent customer service and communication throughout the support process.
• Proactively follow up with users upon resolution to confirm the issue has been satisfactorily addressed.

Incident Management 

• Log, track and manage incidents, service requests and alerts using a ticketing system.
• Prioritise and escalate more complex issues promptly and when necessary.
• Ensure timely resolution of assigned incidents to minimise disruption or downtime.
• Maintain and manage assigned call queue to a high standard, prioritising and regularly reviewing tickets.

System Maintenance 

• Deployment of new software versions and hardware.
• Routine system maintenance checks, updates and backups to ensure service continuity.
• Support starter and leaver processes.
• Ensure procedures and best practices are adhered to and kept up to date.

Person Specification:

• Experienced with incident management and problem management.
• Expertise of Windows 10/11, iOS and Microsoft 365.
• Experience of Intune build deployments and Autopilot enrolment.
• Proficiency with Active Directory, Azure Active Directory and Exchange Hybrid environments.
• Financial services Industry experience
• Networking knowledge and experience.
• Good general understanding of IT infrastructure.
• Problem solving and critical thinking to handle and resolve more complex technical issues.
• Exceptional customer service skills, with strong communication and interpersonal abilities.
• Excellent written and spoken English

Desirable

• Bachelor’s degree in information technology, Computer Science, or a related field. 

• Industry certifications such as Microsoft and CompTIA. 

• ITIL v3/v4 Foundation Certification, and/or working a structured ITIL environment. 

• Experience working in a structured ISO27001 environment with awareness of security incident processes and CIS benchmarks.
• Experience with a Service Desk ticketing systems, specifically Freshworks.

Benefits

Join Us at Steamship Mutual

• Become part of our collaborative, supportive, and friendly working environment, where you can enjoy a rewarding career with opportunities to enhance your existing skills and knowledge. We prioritise a healthy work-life balance and offer a competitive hybrid working policy.
• Our clear and transparent career pathways provide continuous support for skill enhancement and create opportunities for professional development. Additionally, we offer access to the Protection & Indemnity Qualification, created by the International Group of P&I Clubs.
• Our attractive benefits package includes private healthcare and a competitive wellbeing subsidy.

Company Values

Mutuality ensuring fairness amongst Club Members

Integrity upholding high ethical, legal, and regulatory standards

Safety and Sustainability contributing to safety of life at sea and the preservation of the environment

Transparency building strong relationships based on trust and open communication

Excellence enabling our people to realise their full potential as team members, industry experts, leaders, and managers

Collaborative embracing flexibility, diversity, and inclusivity

**Steamship Insurance Management Services Ltd is committed to providing a great service to all our members. We pride ourselves on offering a people-centred culture that provides mutual respect and support for all our staff and we welcome and encourage you to apply**