GeneralJob Title: Service Desk AnalystLocation: LondonDuration: 12-month FTCDivision: Beazley Shared Services - ITReports To: Service Desk ManagerKey Relationships: Service Desk Manager, Global Head of Service, Head of Technical Operations, IT Suppliers and Vendors. The role involves engagement with staff throughout the business.Job Summary: In the Beazley Service team we are passionate about providing the best service you ve ever had , and as a member of our Service Desk team you ll be delivering a friendly, expert technical support service to our customers at all levels of the business.Often working closely with internal and external teams to provide timely and effective solutions, we pride ourselves on developing expertise in a wide range of technologies, and so there are constant opportunities to learn exciting new skills. Come and join an enthusiastic and collaborative team on our journey where you will be able to make a positive difference for all of our business customers.Key ResponsibilitiesFriendly, positive, and approachable, you ll help the team to provide top quality IT support to all of our customers internally and externally, in line with our goal of delivering the best service you ve ever had Respond to our customers queries with informed and practical assistance, providing lasting solutions that help them to deliver their own goalsEngage in great team-working and collaboration with our colleagues in other technical teams, escalating key issues and including high quality troubleshooting information and technical analysisHelp to spot high priority and major incidents which disrupt the work of our customers, utilising the major incident process quickly, and helping to update our customers using the appropriate channels, such as our service portal. Identify recurring issues without known root cause and highlight these for feeding into the problem management processHelp our customers enjoy a fantastic user experience with our equipment and systems, providing guidance, training, and highlighting key functionality which will enhance their use of our services. Identify training requirements which may help to improve our customers experience even furtherLook after our new joiners and ensure they receive a positive and friendly joining experience, deploying their equipment on time, and following up on any questions or issues they raiseHelp our department and business run an efficient and modern infrastructure by identifying technical debt . Suggest ways in which we can reduce/eliminate use of this technology and help the teams involved where applicableWe support Beazley s business customers across the globe, and so there are constant opportunities to work with colleagues on a variety of technologies and initiatives. There are also exciting opportunities to travel both domestically and internationally to help deliver a great serviceBeazley operates a flexible working culture. Work schedules will be based on business needs in order to provide outstanding and robust support for our customers, whilst being mindful of your and the team s flexibility requirementsEducation And QualificationsDegree-level education - desired but not essentialMicrosoft Certified Professional - desired but not essentialITIL version 3 - desired but not essentialAny exposure to Robotics courses is useful, though by no means essentialKnowledge And ExperienceWe harness both on-premise and cloud-based technologies to provide many of our services, and so experience in this area, is usefulWe support a highly modern desktop estate with Surface Pro devices running the Windows 10 and 11 operating system, so experience with Microsoft technologies is valuableWe use the Service-now tool to track our customers incidents and requests, so any experience with Service-now or similar tools is usefulActive Directory and Azure AD is in place to provide IT service administration, and therefore you should be comfortable with providing user and group administration, and trouble-shooting, with these environments, including Joiner/Mover/Leaver processing. Intune experience for managing our Surface estate is usefulWe are on a journey to provide greater flexibility and richer functionality to our customers using the Office365 suite of online business applications, including Microsoft Teams, and so any experience providing administration and support of these applications is valuableBeazley IT services are designed to support flexible and seamless remote working for our business customers, and therefore you should be comfortable with ensuring our staff are able to connect to our services in a trouble-free manner, helping to identify and resolve any connectivity issuesWe operate in a specialised insurance market, and we support a number of niche legacy applications, which requires us to bring a creative and tenacious approach to support. Therefore, a determined approach is required to help support our customers on these platformsWe are always looking for ways to improve the way we operate and free up time so that we can focus on delivering even more value to our customers. With this in mind, any experience of automation and robotics toolsets would be of interest, but are certainly not essential.Competencies & CapabilitiesAt Beazley IT we focus on our Future Selves . These competencies & capabilities include:Business AcumenAdaptable yet ChallengingStakeholder PartnershipCollaborativeEngineering Mind-setData DrivenOther Key Competencies And Capabilities AreTeam WorkEmpathyCustomer FocusFlexibility, and the ability to adapt to changeReliabilityResilienceInitiativeInterpersonal understanding











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