Service Desk Analyst

General:

Reports To: Service Desk Manager

Key Relationships: Service Desk Manager, Global Head of Service, Head of Technical Operations, IT Suppliers and Vendors. The role involves engagement with staff throughout the business.

Job Summary: In the Beazley Service team we are passionate about providing the ‘best service you’ve ever had’, and as a member of our Service Desk team you’ll be delivering a friendly, expert technical support service to our customers at all levels of the business.

Come and join an enthusiastic and collaborative team on our journey where you will be able to make a positive difference for all of our business customers.

Key Responsibilities:

• Friendly, positive, and approachable, you’ll help the team to provide top quality IT support to all of our customers internally and externally, in line with our goal of delivering the ‘best service you’ve ever had’
• Respond to our customers’ queries with informed and practical assistance, providing lasting solutions that help them to deliver their own goals
• Engage in great team-working and collaboration with our colleagues in other technical teams, escalating key issues and including high quality troubleshooting information and technical analysis
• Help to spot high priority and ‘major’ incidents which disrupt the work of our customers, utilising the major incident process quickly, and helping to update our customers using the appropriate channels, such as our service portal. Identify recurring issues without known root cause and highlight these for feeding into the problem management process
• Help our customers enjoy a fantastic user experience with our equipment and systems, providing guidance, training, and highlighting key functionality which will enhance their use of our services. Identify training requirements which may help to improve our customers’ experience even further
• Look after our new joiners and ensure they receive a positive and friendly joining experience, deploying their equipment on time, and following up on any questions or issues they raise
• Help our department and business run an efficient and modern infrastructure by identifying ‘technical debt’. Suggest ways in which we can reduce/eliminate use of this technology and help the teams involved where applicable
• We support Beazley’s business customers across the globe, and so there are constant opportunities to work with colleagues on a variety of technologies and initiatives. There are also exciting opportunities to travel both domestically and internationally to help deliver a great service
• Beazley operates a flexible working culture. Work schedules will be based on business needs in order to provide outstanding and robust support for our customers, whilst being mindful of your and the team’s flexibility requirements

Education and Qualifications:

• Degree-level education – desired but not essential
• Microsoft Certified Professional – desired but not essential
• ITIL version 3 – desired but not essential
• Any exposure to Robotics courses is useful, though by no means essential

Knowledge and Experience:

• We harness both on-premise and cloud-based technologies to provide many of our services, and so experience in this area, is useful
• We support a highly modern desktop estate with Surface Pro devices running the Windows 10 and 11 operating system, so experience with Microsoft technologies is valuable
• We use the Service-now tool to track our customers’ incidents and requests, so any experience with Service-now or similar tools is useful
• Active Directory and Azure AD is in place to provide IT service administration, and therefore you should be comfortable with providing user and group administration, and trouble-shooting, with these environments, including Joiner/Mover/Leaver processing. Intune experience for managing our Surface estate is useful
• We are on a journey to provide greater flexibility and richer functionality to our customers using the Office365 suite of online business applications, including Microsoft Teams, and so any experience providing administration and support of these applications is valuable
• Beazley IT services are designed to support flexible and seamless remote working for our business customers, and therefore you should be comfortable with ensuring our staff are able to connect to our services in a trouble-free manner, helping to identify and resolve any connectivity issues
• We operate in a specialised insurance market, and we support a number of niche ‘legacy’ applications, which requires us to bring a creative and tenacious approach to support. Therefore, a determined approach is required to help support our customers on these platforms
• We are always looking for ways to improve the way we operate and free up time so that we can focus on delivering even more value to our customers. With this in mind, any experience of automation and robotics toolsets would be of interest, but are certainly not essential.

Competencies & Capabilities:

• At Beazley IT we focus on our “Future Selves”. These competencies & capabilities include:

o Business Acumen

o Adaptable yet Challenging

o Stakeholder Partnership

o Collaborative

o Engineering Mind-set

o Data Driven

Other key competencies and capabilities are:

• Team Work
• Empathy
• Customer Focus
• Flexibility, and the ability to adapt to change
• Reliability
• Resilience
• Initiative
• Interpersonal understanding