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.