IT Service Desk Analyst (Insurance Sector)

Location: London (Hybrid/Onsite)
Employment Type: Full-time
Department: IT Services / Service Desk
Reports to: IT Service Desk Manager

Role Overview

We are seeking an experienced IT Service Desk Analyst with a strong background supporting users within the insurance industry. The successful candidate will provide first and second-line technical support ensuring excellent customer service while maintaining high availability of business-critical systems used across underwriting claims broking and corporate functions.

The ideal candidate will have experience working in a fast-paced regulated environment and understand the importance of service quality security and compliance.

Key Responsibilities

• Provide 1st and 2nd line IT support via phone email remote support and desk-side assistance.
  

• Log prioritise investigate and resolve incidents and service requests in accordance with agreed SLAs.
  

• Support Windows 11 Microsoft 365 Teams Outlook and Office applications.
  

• Manage user accounts permissions and security groups using Active Directory and Entra ID.
  

• Support laptop desktop mobile devices printers and meeting room technology.
  

• Diagnose hardware software network and connectivity issues.
  

• Escalate complex incidents to specialist teams where required.
  

• Maintain accurate documentation within the ITSM platform.
  

• Perform onboarding and offboarding activities including equipment provisioning and account creation.
  

• Support software deployments and patching activities.
  

• Assist with office moves hardware refreshes and project work.
  

• Maintain high levels of customer satisfaction through excellent communication.
  

• Follow ITIL best practices for Incident Request Problem and Change Management.
  

• Participate in out-of-hours support on a rota basis if required.
  

Insurance Industry Experience

The successful candidate should have experience supporting users within one or more of the following areas:

• Underwriting
  

• Claims
  

• Broking
  

• Reinsurance
  

• Risk Management
  

• Actuarial Services
  

• Finance and Compliance

Requirements

Technical Skills

Essential:

• Windows 11
  

• Microsoft 365
  

• Outlook
  

• Microsoft Teams
  

• Active Directory
  

• Microsoft Entra ID (Azure AD)
  

• Intune
  

• Exchange Online
  

• VPN technologies
  

• Multifunction printers
  

• Remote support tools
  

• Laptop imaging and deployment
  

• Basic networking (TCP/IP DNS DHCP Wi-Fi)
  

• ITSM tools (ServiceNow HaloITSM Jira Service Management Freshservice or similar)
  

Desirable:

• Microsoft Endpoint Manager
  

• Autopilot
  

• PowerShell
  

• SharePoint Online
  

• Citrix
  

• VMware Horizon
  

• Azure
  

• Cisco AnyConnect
  

• Mimecast
  

• CrowdStrike
  

• Defender for Endpoint
  

Experience Required

• 3 years experience within an IT Service Desk or Desktop Support role.
  

• Previous experience working within an insurance company.
  

• Experience supporting executive and VIP users.
  

• Strong understanding of SLA-driven support environments.
  

• Experience using ticket management systems.
  

• Experience working within regulated environments.
  

Soft Skills

• Excellent customer service skills.
  

• Strong communication skills.
  

• Professional and approachable manner.
  

• Excellent troubleshooting abilities.
  

• Ability to prioritise workload.
  

• Strong attention to detail.
  

• Ability to remain calm under pressure.
  

• Team player with a proactive attitude.
  

• Continuous improvement mindset.
  

Qualifications

Essential:

• GCSE (or equivalent) in English and Mathematics.
  

• ITIL Foundation (or willingness to obtain).
  

Desirable:

• Microsoft Certified Fundamentals
  

• Microsoft 365 Certified
  

• CompTIA A
  

• CompTIA Network
  

• Azure Fundamentals (AZ-900)
  

Personal Attributes

• Customer-focused.
  

• Reliable and organised.
  

• Positive attitude.
  

• Strong analytical skills.
  

• Able to work independently.
  

• Committed to delivering high-quality service.
  

• Flexible and adaptable.
  

Required Skills:

Technical Skills Essential: Windows 11 Microsoft 365 Outlook Microsoft Teams Active Directory Microsoft Entra ID (Azure AD) Intune Exchange Online VPN technologies Multifunction printers Remote support tools Laptop imaging and deployment Basic networking (TCP/IP DNS DHCP Wi-Fi) ITSM tools (ServiceNow HaloITSM Jira Service Management Freshservice or similar) Desirable: Microsoft Endpoint Manager Autopilot PowerShell SharePoint Online Citrix VMware Horizon Azure Cisco AnyConnect Mimecast CrowdStrike Defender for Endpoint Experience Required 3 years experience within an IT Service Desk or Desktop Support role. Previous experience working within an insurance company. Experience supporting executive and VIP users. Strong understanding of SLA-driven support environments. Experience using ticket management systems. Experience working within regulated environments. Soft Skills Excellent customer service skills. Strong communication skills. Professional and approachable manner. Excellent troubleshooting abilities. Ability to prioritise workload. Strong attention to detail. Ability to remain calm under pressure. Team player with a proactive attitude. Continuous improvement mindset. Qualifications Essential: GCSE (or equivalent) in English and Mathematics. ITIL Foundation (or willingness to obtain). Desirable: Microsoft Certified Fundamentals Microsoft 365 Certified CompTIA A CompTIA Network Azure Fundamentals (AZ-900) Personal Attributes Customer-focused. Reliable and organised. Positive attitude. Strong analytical skills. Able to work independently. Committed to delivering high-quality service. Flexible and adaptable.

Experience: years
Vacancy: 1