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Tokio Marine HCC
,
London, Greater London
Technical Service Desk Analyst 2 Locations
Overview
Job Description
Description Position at Tokio Marine HCC Job Purpose: This is predominantly a 2nd line Technical Service Desk analyst role which will also include covering the service desk. The successful applicant will need demonstrable hands on technical experience, to provide dedicated support from one of our London and within the existing team, (providing a robust, efficient and skilled service to maximise the resolving capability of these teams. To work closely with all other IT support teams, playing a key role in major incident service restoration activities, providing technical guidance and support and work with other cross functional areas to resolve service incidents and problems as quickly as possible. Direct business interaction is a key part of this role to deliver excellent customer service and manage customer expectation effectively; ensuring that Service Level Agreements (SLA's) are adhered to and quality thresholds are maintained. The Service Desk operates on a shift pattern between 07:30 - 18:00, Monday to Friday. Out of Hours support will be required in certain situations. Current team size; London 3, 1 Bridgend, Leicester 2, Paris 2, Luxembourg 1. Expansion in the UK and Europe can be expected. Travel to UK sites and European sites is expected Key Responsibilities: * Support the leadership of the Service Desk, managing workloads to ensure an efficient and effective service. * To provide 2nd Line Technical support and cover 1st line. * Ensure an ITIL best practice approach to Incident, Request and Problem management processes, in line with agreed SLAs. * Proactively assist with the management of team work queues ensuring that all Requests, Incidents and Problem tickets are processed, updated and completed in a timely manner and in accordance to HCC procedures. * Work closely within the IT Service Desk space to promote cross-skilling and technical development of the 1st line IT Service Desk team to increase 1st line fix rate and decrease the numbers of tickets passed from 1st, 2nd line and 3rd line * Build and maintain effective working relationships within TMHCC. * Ensure that Knowledge articles are documented and maintained to enable efficient delivery of customer service * Ensure full compliance to TMHCC security policies, procedures, controls and agreed SLA's. * Provide, on request, key management information for inclusion within team / departmental reports (e.g. dashboards, rag status, SLA's, KPI's. risks/issues). * Act as a support element to the team on particular issues and provide support and cover where there are specific service pressures. * Works with Level 3rd level and 3rd parties teams ensuring OLAs clearly defined and adhered to * Maintain an accurate and up-to-date knowledge base * Perform system administration duties in a Windows Active Directory environment * Perform all client software installation and support * Perform network troubleshooting to isolate and diagnose common network problems * Process Movers, Leavers and Joiners IT processes including new user orientation * Support remote users in accessing corporate resources * Maintain conference facilities providing Exec level service at all times. Skills and Experience Specification: * 2 + years' experience, working in a Technical Support environment with 700 + employees in an ITIL environment. * Good experience of Active Directory. * Strong and demonstrable technical support and desktop management skillset, in but not limited to Windows 7/10, Office 2016, O365, SCCM, AD, Group Policy, Citrix * Understanding of basic networking, TCPIP, DNS, DHCP etc. * Good knowledge of remote access methods and applications * Service Now ticketing system experience advantageous * Excellent customer service and telephone skills * Proven experience of managing a service provision for Executives * Excellent verbal and written communications skills * Strong problem-solving skills * Hardware configuration experience * Hardware repair experience * AV support experience. * Willing to work late and weekends on an as needed basis * Must be team oriented * Must have a desire and passion for continuous * Self-starter with a passion for personal development The Tokio Marine HCC Group of Companies offers a competitive salary and employee benefit package. We are a successful, dynamic organization experiencing rapid growth and are seeking energetic and confident individuals to join our team of professionals. The Tokio Marine HCC Group of companies is an equal opportunity employer. Please visit www.tmhcc.com for more information about our companies.