Vanquish Tech
IT Service Desk Analyst (Insurance Sector)
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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.
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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
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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.
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