Service Desk Analyst - L1
About the role
The Service Desk Analyst - L1 is responsible for providing first-line technical support to users, acting as the initial point of contact for IT assistance through the Tech Bar. The role involves diagnosing and resolving hardware and software issues on various devices, supporting Windows and macOS operating systems, and managing incidents and service requests using the ITSM system. The analyst will also assist with IT equipment setup, conduct daily checks of meeting rooms and AV technologies, and support VIP meetings and corporate events. Additional duties include maintaining technical documentation, conducting customer inductions, and managing user accounts as part of the Joiner, Mover, Leaver process. The position requires strong troubleshooting, communication, and organizational skills, as well as the ability to work both independently and as part of a team.
Must have
- 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.
Nice to have
- IT-related certifications such as CompTIA A+, ITIL, or equivalent are desirable.
- 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.
Technologies
- ITIL
- macOS
- SQL
- Windows
Highlights
This is a 24/7 onsite role, requiring availability for shift work. IT-related certifications such as CompTIA A+ or ITIL are desirable but not mandatory.
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