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About the Role
Sompo has a unique opportunity for a Service Desk Analyst II to join our End User Support Services Desktop Support team. This role will be responsible for working tickets assigned from our ITSM tool (Incidents & Service Requests). Tasks may include installing, relocating, maintaining, and supporting end-user computing hardware and software such as monitors, printers, VOIP phones, PCs, mobile devices, and productivity tools.
Responsibilities
- Monitor and manage tickets, resolving incidents and fulfilling service requests.
- Analyze moderate to complex issues and take action to resolve, or route tickets to other IT resolver teams.
- Pre-stage, image, and install PCs (Desktops and Laptops) and related hardware and software.
- Troubleshoot and resolve end-user hardware and software problems.
- Provide expert-level support in troubleshooting desktop peripherals (mobile devices, peripherals, etc.).
- Process requests such as user provisioning and video conference setup.
- Create/review/retire documentation, including Standard Operating Procedures and IT end-user training content.
- Provide support to clients on software and hardware platforms.
- Support Webex Events/Webinars with hosts/schedulers.
- Interface with vendors for service of PCs and related hardware.
- Escalate complex issues as defined in standard operating procedures.
Requirements
- 4+ years in a Service Desk Analyst role.
- Experience with MS Windows 11, Office 365.
- Experience with Active Directory & Microsoft Exchange/Outlook.
- Experience with Anti-virus software (esp. CrowdStrike).
- Knowledge of build technologies such as SCCM, Nomad.
- Mobile device management & support using Microsoft InTune (iPhone, Android, etc).
- Experience with remote access technologies (VPN, Azure Virtual Desktop).
- Strong written & oral communication skills.
- Strong customer service skills.
- Knowledge of enterprise workstation (Desktop & Laptop) technologies.
- Experience with on-boarding, off-boarding; Installs/Moves/Adds/Changes.
- Webex Experience.
Skills
- MS Windows 11
- Office 365
- Active Directory
- Microsoft Exchange/Outlook
- Anti-virus software
- CrowdStrike
- SCCM
- Nomad
- Microsoft InTune
- iPhone
- Android
- VPN
- Azure Virtual Desktop
- Webex
Location
- London, Fenchurch St
Work Type
- Onsite
Experience Level
- 4+ years
Education Level
- Relevant degree or certification(s) preferred or equivalent experience
Benefits
- Health & Wellness Benefits
- Retirement & Savings Plans
- Global Parental Leave & Adoption Assistance
- Employee Assistance Program
- Tuition Reimbursement & Professional Qualification benefits
About the Company
- At Sompo, our shared purpose is to create meaningful value for clients, communities, and each other. We strive to foster a workplace where everyone feels respected, included, and empowered to excel. As a global organization, we embrace diversity and champion equal opportunity. Guided by our core values—Accountability, Agility, Collaboration, Development, and Integrity—we build trust and support one another to achieve our goals worldwide.
Equal Opportunity
- Employment decisions are based on qualifications, merit, and organizational need, and we strive to ensure equitable access to opportunities so everyone can do their best work. If you need an accommodation for any part of the application process, please contact the recruiter in charge.