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Deskside Operations Analyst
The Deskside Operations Analyst is responsible for specialised information technology areas, performing operational, analytical, and/or technical support functions to maintain and improve the end-users' experience.
About the Role
If you’re looking to make a meaningful difference with your work at a global organisation, then this role is for you. At Markel, our work ensures people feel confident to move forward and seize opportunities. You’ll be joining a community of optimists and problem-solvers, pushing each other to go further by realising our potential and helping others do the same.
The Opportunity
The Deskside Support Analyst provides priority support for escalated end-user issues as part of a team of Deskside Analysts. Working both onsite and supporting offices remotely, your primary focus will be on triaging escalated support requests and assisting users at the tech bar. Proactively contributing to improving end-user productivity, you’ll play a key role in enhancing the overall IT experience.
What You’ll Be Doing
- Providing Hands and Eyes Support to network, voice, and collaboration teams
- Offering priority support for escalated user issues
- Assisting in internal and cross-team projects
- Troubleshooting challenges experienced by end users for root cause analysis and timely resolution
- Taking part in an On-Call rotation to ensure constant support availability
- Completing Install, Move, Add, Change (IMAC) tasks via ServiceNow Service Requests
- Diagnosing and resolving end-user network, VPN, Wi-Fi, and LAN access problems, owning escalations
- Coordinating SOHO Kit configuration and shipment for staff and new starters
- Understanding and adhering to ITIL standards
- Supporting conference room equipment, ensuring optimal function and maintenance
- Maintaining support for all office hardware, including laptops, thin clients, peripherals, and printers
- Performing PC maintenance, repairs, analysis, and testing
- Aiding in creating documentation—self-service end-user support knowledge base and internal team knowledge base for best practices
- Acting as an ambassador for the user experience, enabling staff to maximise technology
- Liaising with vendors concerning reported end user incidents and support requests
- Utilising the ServiceNow platform for triaging end-user support issues
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Our Must-Haves
- Strong experience in supporting end-users in a large organisation
- Experience troubleshooting and resolving WAN/LAN print and.NET-related issues
- Hands-on experience with Microsoft Managed Desktop support (Laptops)
- Experience with ServiceNow and Jira for issue and project tracking
- Strong proficiency in Microsoft Office (2016, 2019, 2021, or O365)
- Familiarity with Cisco WebEx and providing AV conference room support
- Strong knowledge of MacOS, Windows OS, and MS Office products
- Strong oral and written communication skills
- Excellent communication and customer service skills
- Basic knowledge of desktop virtualisation technologies (advantageous, not mandatory)
- Experience with TCP/IP and IP addressing
- Knowledge of O365/M365 Endpoint Management and Intune
- Up to 20% travel required
Who We Are
Markel Group (NYSE – MKL), a Fortune 500 Company with over 60 offices in 20+ countries, is a holding company for insurance, reinsurance, special advisory, and global investment operations.
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We stand by these values:
- We are all about people
- We win together
- We strive for better
- We enjoy the everyday
- We think further
What’s in it for You?
We offer:
- A competitive starting salary, plus annual performance bonus
- Strong benefits package, including:
- 25 days paid holiday (flexibility to buy/sell extra leave)
- Excellent company pension scheme with additional complimentary private medical and dental cover
- Comprehensive life assurance, travel insurance, income protection
- Season ticket loan and other advantageous benefits
plus countless opportunities for learning, skill-development, and career progression. We support you every step of the way.
Are You Ready?
We invite you to apply now to complete a short initial application, so we can learn more about you and your background.
Commitment to Diversity & Inclusion
Markel celebrates a diverse workforce, bringing together rich experiences from varied backgrounds. If your skills and background align with this role, we encourage you to apply.
We also support flexible working patterns and want to ensure the process is accessible for all, including our disabled applicants. We do not discriminate on race, religion, colour, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status.
For any requested accommodations for disability needs or alternative formats of documents, please contact us via email at: rec@markel.com or call: 0161 507 5827
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