Service Support Analyst
3 weeks ago
Our client, a leading insurance firm, is looking for a Service Support Analyst to join their team in London.
**Responsibilities of the Service Support Analyst (London)**:
- Troubleshoot and resolve where possible all IT related incidents and requests within a 1st/2nd line capacity and be proactive when dealing with IT issues.
- Incident Logging and Management of the queues
- Troubleshooting and correction of hardware problems
- Swapping Equipment (Wyse terminals, monitors)
- Setup and Support of mobile devices - e.g. iPhones, Laptops, Surface Pro
- Maintain awareness of call volumes/queues to ensure that customer service level agreements are met.
- Assist with the preparation and documentation of user guides and reference guides for Service Desk staff.
- Ensure that escalation procedures are being followed and calls are managed according to priority.
- Liaise directly with business users to understand or clarify the nature of the incident
equest and to confirm the successful resolution of them.
- Liaise directly with internal 3rd line support teams to ensure the resolution of all incidents in line with the Incident Management Policy.
- When required be available to provide support cover or assistance out of business hours (i.e. weekends and weekday evenings).
- Available to cover shift patterns between the hours of 8am-6pm.
**Experience required of the Service Support Analyst (London)**:
- Strong customer service experience is a core requirement.
- Office 365, Microsoft Teams, SMT experience, Citrix
- Joiners/Leavers onboarding
- Configuring hardware & general support
- Video Conferencing
- Exchange admin
- Knowledge of Insurance market preferable
- ITIL foundation qualification desirable.
- ServiceNow experience is desirable.
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