Senior IT Support Analyst

About us

HDI is a Corporate & Specialty Insurer part of the Talanx Group. With over 120 years of experience, HDI operates across five continents, around 40 countries and employs over 5,000 people worldwide.

The role

The Senior IT Support Analyst delivers all IT Support and Service capabilities for HDI UK&I users, both onsite and virtually. Reporting directly to the Head of IT, the scope of this role includes ensuring the execution of IT support and operating standards required to support the HDI UK&I business. The ideal candidate will have at least 3 years' experience providing Level 1 to Level 2 support.

This role will act as a first point of contact for all IT requests from the user community of HDI UK & Ireland. Responsibilities will include oversight and management of all new starters, movers, and leavers, purchase order creation, hardware and software provisioning, as well as hands-on experience with Microsoft Operating Systems and Applications, laptop hardware, virtualization, desktop management, backup and recovery, networking, and voice and data communications, along with troubleshooting for core business applications. Focus will be placed on internal customer-facing technology systems, projects, and metrics, enabling our HDI user base within UK&I to work effectively.

Additionally, this role will act as a communication interface between the Business representatives and the IT teams in Germany to resolve issues with centrally provided systems. Ultimately, the aim will be for this role to act as first line support for the UK & Ireland branch.

Key accountabilities

Support and Service Delivery:

• The position will require an individual capable of building key relationships with end users, including VIP/Executives/Senior Management and their support staff.
• Recording, reporting, and troubleshooting IT incidents.
• Providing 1st and 2nd line support.
• Responsible for creation of all requests for new hires.
• Recording and maintaining the asset database.
• Creation and tracking of supplier invoices.
• Raising orders with suppliers for new user IT kit.
• Ensure high-level availability of IT Services for all UK&I users.
• Build strong partnerships within and external to the immediate team.
• Ensure the maintenance and transfer of knowledge of IT systems in scope for UK&I.
• Document and maintain the services along with colleagues within the team and colleagues in Germany.
• Build and maintain service review packs for the services delivered to the UK&I business.
• Propose and implement new services that can improve user experience.
• Work closely with the Head of IT and Home Office to inform them of service disruption and the road to recovery.
• Conduct training sessions to promote new services and maintain a high level of knowledge of HDI systems.
• Excellent verbal and written communication skills, including the ability to explain technical terms to non-technical users.
• Provide end-user awareness and training.

Incident and Request Management:

• Provide support for all incidents and service requests for all IT systems/services, providing support in person, over the phone, and using MS Teams.
• Providing admin support to the technical teams working on incidents.
• Ensure that incidents and requests are resolved in a timely manner.
• End-to-end ownership of all IT incidents and requests with responsibility for all communication and the technical resolution along with knowledge transfer to the Global Service Desk.
• Follow the escalation process to Germany where required to ensure a consistent and professional IT support service is offered.
• Manage all user administration tasks such as joiners, movers, and leavers.

Operations Management:

• Deskside asset management, support of Desktop PCs, Laptops, printers, and local hardware devices.
• Hardware/software procurement.
• Remote support for all UK & Ireland based colleagues.
• iPhone and iPad mobile device management and support.
• Manage and maintain IT Build room.
• Ownership of the asset management database.

Change and Configuration Management:

• Follow the change management process to ensure changes to the Desktop infrastructure follow the agreed process and do not cause unplanned outages.
• Work on assigned tasks associated with the Change process.
• Manage and maintain the accuracy of the Desktop infrastructure components held in the Configuration Management Database by following the agreed configuration management process.

Project Management:

• As an IT Support Analyst, you may be involved in project work from inception through to transition to "business as usual" as the point of contact for the IT Support team.
• Participate as a project resource as and when required to provide Deskside support input.

Skills & experience

• Microsoft Windows 10 environment O365 (MS Office, SharePoint, MS Teams, Edge) knowledge of IT infrastructures (DNS, DHCP).
• Knowledge on iPhones/iPads.
• General knowledge of digital solutions.
• ITIL Foundation and knowledge of Project Management practices.
• ServiceNow.
• Previous experience working with disparate teams and acting as the first point of contact for users.
• Acting as liaison for key stakeholders to engage with the IT team.
• Experience supporting across different countries/time zones.
• Previous experience managing the expectations of VIP users.

Other

As an equal opportunities employer, we are committed to creating an inclusive environment for all employees, recognising that a diverse and inclusive workplace is a creative and prosperous one.

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