Service Support Analyst

We have the opportunity for a Service Support Analyst to join our IT department here at Tokio Marine Kiln on a 6-month fixed-term contract.

(This role will be based on-site 5 days a week with some potential for hybrid working). Reporting to the Service Desk Manager, you will take ownership of all incidents and requests relating to TMK IT and manage them to a successful resolution, ensuring that all calls are dealt with promptly and to the customers' satisfaction and to communicate and escalate any problems to the Service Desk manager where necessary.

1. Troubleshoot and resolve where possible all IT related incidents and requests within a 1st/2nd line capacity and be proactive when dealing with IT issues.
2. Manage the set up and roll out of any hardware / mobile device requests.
3. Maintain awareness of your call volumes/queues to ensure that customer service level agreements are met, paying attention to the reports in the service desk Dashboard, through the SD Analyst tab.
4. Ensure that escalation procedures are being followed and calls are managed according to priority.
5. Ensure that ITSM calls are directed to the correct support teams in a timely manner, if not under the scope of the Service Desk.
6. Liaise directly with business users to understand or clarify the nature of the incident/request and to confirm the successful resolution of them.
7. Liaise directly with internal 3rd line support teams to ensure the resolution of all incidents in line with the Incident Management Policy.
8. Provide excellent customer service through ownership of issues and deliver effective communication and resolution of issues in line with the agreed service levels.
9. Send clear, concise communication to affected users regarding planned and unplanned service outages using notification templates.
10. When required be available to provide support cover or assistance out of business hours (i.e. weekends and weekday evenings).

The successful candidate will have strong customer service skills and will have experience in an operational IT environment providing user-facing support. They will also demonstrate strong knowledge of Microsoft operating systems and Office applications. It is essential that you have excellent written and verbal communication skills and you must also be a team player who can take ownership of customer issues. We are looking for someone who is proactive, with a positive approach and a can-do attitude.

Please click here to view Job Description.