Tokio Marine HCC

About Tokio Marine HCC

Job Title: IT Technical Service Desk Analyst Reporting To: Service Desk Manager Division/Group: TM HCC Direct Reports: 0 Location Leicester Job Description Job Purpose: A 1st and 2nd line Technical Service Desk analyst, with demonstrable hands on technical experience, to provide dedicated support from our Leicester within the existing team (based across a wide geopahical location). To work closely with all other IT support teams, playing a key role in major incident service restoration activities, providing technical guidance and support and work with other cross functional areas to resolve service incidents and problems as quickly as possible. Direct business interaction is a key part of this role to deliver excellent customer service and manage customer expectation effectively; ensuring that Service Level Agreements (SLA’s) are adhered to and quality thresholds are maintained. The Service Desk operates on a shift pattern between 07:30 – 18:00, Monday to Friday. Out of Hours support will be required in certain situations. Current team size; London 3, 1 Bridgend, Leicester 2, Paris 2, Luxembourg 1. Expansion in the UK and Europe can be expected. Travel to UK sites and European sites is expected often Key Responsibilities: Support the leadership of the Service Desk, managing workloads to ensure an efficient and effective service. To provide 1st line and 2nd Line Technical support. Ensure an ITIL best practice approach to Incident, Request and Problem management processes, in line with agreed SLAs. Proactively assist with the management of team work queues ensuring that all Requests, Incidents and Problem tickets are processed, updated and completed in a timely manner and in accordance to procedures. Work closely with the IT Service Desk to promote cross-skilling and technical development of the 1st line IT Service Desk team to increase 1st line fix rate and decrease the numbers of tickets passed from 1st, 2nd line and 3rd line Build and maintain effective working relationships within TMHCC. Ensure that Knowledge Articles are documented and maintained to enable efficient delivery of customer service Ensure full compliance to TMHCC security policies, procedures, controls and agreed SLA’s. Provide, on request, key management information for inclusion within team / departmental reports (e.g. dashboards, rag status, SLA’s, KPI’s. risks/issues). Act as a support element to the team on particular issues and provide support and cover where there are specific service pressures. Works with Level 3rd level and 3rd parties teams ensuring OLAs clearly defined and adhered to Maintain an accurate and up-to-date knowledge base Perform system administration duties in a Windows Active Directory environment Perform all client software installation and support Perform network troubleshooting to isolate and diagnose common network problems Process Movers, Leavers and Joiners IT processes including new user orientation Support remote users in accessing corporate resources Maintain conference facilities providing Exec level service at all times. Skills and Experience Specification: 3 + years’ experience, working in a Technical Support environment with 400 + employees in an ITIL environment. Good experience of Active Directory. Strong and demonstrable technical support and desktop management skillset, in but not limited to Windows 7/10, Office 2016, O365, SCCM, AD, Group Policy, Citrix Understanding of basic networking, TCPIP, DNS, DHCP etc. Good knowledge of remote access methods and applications Service Now ticketing system experience advantageous Excellent customer service and telephone skills Proven experience of managing a service provision for Executives Excellent verbal and written communications skills Strong problem-solving skills Hardware configuration experience Hardware repair experience AV support experience. Willing to work late and weekends on an as needed basis Must be team oriented Must have a desire and passion for continuous Self-starter with a passion for personal development Approved By: Date: Job Holder Signature: Date: For HR use: Job Code: TW code: The Tokio Marine HCC Group of Companies offers a competitive salary and employee benefit package. We are a successful, dynamic organization experiencing rapid growth and are seeking energetic and confident individuals to join our team of professionals. The Tokio Marine HCC Group of companies is an equal opportunity employer. Please visit www.tokiomarinehcc.com for more information about our companies. 1

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Company Info

Company Type: Public

Company Size: 1001 - 5000

Revenue: 2 - 5 billion (USD)

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Job Ads found: 836

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Hiring Locations: 21

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