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About the Role

Tokio Marine Kiln (TMK) has an opportunity for a Service Support Analyst to join the Service Desk team within the IT department on a 12-month fixed-term contract. This role involves taking ownership of all incidents and requests relating to TMK IT, managing them to successful resolution, and ensuring prompt and satisfactory service to customers.

Responsibilities

• Troubleshoot and resolve IT incidents and requests in a 1st/2nd line capacity.
• Proactively address IT issues.
• Manage the setup and rollout of hardware and mobile device requests.
• Maintain awareness of call volumes and queues to meet customer service level agreements.
• Ensure escalation procedures are followed and calls are managed according to priority.
• Direct ITSM calls to the correct support teams in a timely manner if outside Service Desk scope.
• Liaise with business users to understand incidents/requests and confirm resolution.
• Liaise with internal 3rd line support teams to ensure incident resolution in line with the Incident Management Policy.
• Provide excellent customer service through issue ownership and effective communication.
• Send clear communication to affected users regarding planned and unplanned service outages.
• Provide support cover out of business hours when required.
• Support end users with laptop and Citrix environments.
• Provide onsite meeting room support for Microsoft Teams Rooms.
• Use ServiceNow for ticket management.

Requirements

• Strong customer service skills.
• Experience in an operational IT environment providing user-facing support.
• Strong knowledge of Microsoft operating systems and Office applications.
• Excellent written and verbal communication skills.
• Team player with the ability to take ownership of customer issues.
• Proactive with a positive approach and a can-do attitude.

Skills

• IT incident and request management
• 1st/2nd line support
• Hardware and mobile device support
• Customer service
• Communication
• Microsoft operating systems
• Microsoft Office applications
• Citrix environment support
• Microsoft Teams Rooms support
• ServiceNow ticket management

Location

• On-site

Work Type

• 12-month fixed-term contract
• On-site (5 days/week)
• Potential for hybrid working

Benefits

• Inclusion network groups
• CSR and charitable activities
• Disability Confident Employer Scheme
• Flexible working (subject to policy)

About the Company

• Tokio Marine Kiln (TMK) is an underwriting firm with over 140 years of experience protecting clients from changing risks.
• TMK aims to be a 'Good Company' by being a great and inclusive company to do business with and a great place to work.
• The company culture is founded on core values of empowerment, inclusion, excellence, integrity, teamwork, and innovation.
• TMK seeks to recruit the best talent by reaching diverse talent pools, offering dynamic working arrangements, and investing in development.
• TMK is committed to ensuring a safe, open, inclusive, and empowering environment where all people can thrive.
• Employees have the opportunity to join inclusion network groups or participate in CSR and charitable activities.
• TMK is signed up to the Disability Confident Employer Scheme.

Equal Opportunity

• TMK is committed to ensuring a safe, open, inclusive and empowering environment in which all of our people can thrive.
• We seek to recruit the best talent by endeavouring to reach diverse talent pools, offering dynamic working arrangements and investing in development.
• Please let us know if you require any reasonable adjustments or additional assistance during your application process.
• At Tokio Marine Kiln we are here to support you, please be reassured that we will do all that we can to ensure that your specific needs are met.