Service Desk Analyst – 1st Line

Job Type:

Permanent

Build a brilliant future with Hiscox

Role Profile

Position: IT Service Desk Analyst – 1st Line

Reporting to: IT Service Desk Shift Lead

Location: York

Type: Permanent

Hours: 35 hours, (5 x 8 hour shift) 6PM – 2AM.

These are Service Desk Analyst vacancies to support our UK, USA and Hiscox Europe business areas.

Normal hours will be 8 hours per day (M-F) between 07:00 and 02:00 (UK) depending on shift/rota – This vacancy is for a 6pm – 2am shift.

What does our IT Service Desk do?

You will be part of the front line IT Service Desk team providing support to 5000+ Hiscox users across the UK, Europe, Bermuda and North America. You will work in a proactive and co-operative manner to ensure that the responsiveness, effectiveness and quality of the IT Service Desk is as good as it can be.

This role is located at our York office, however travel to other office locations (UK or international) may be required in the future.

The Ideal Candidate

We are looking for a person who possesses the following attributes:

• A passion for customer service.
• Confident and effective communication skills, both verbal and written.
• Comfort working in a highly dynamic, fast-paced and constantly evolving environment.
• Strong team ethic.
• A hunger for continuous improvement.
• A natural talent for seeing the bigger picture and beyond what is in front of them.
• Confidence in speaking out when required to do so.
• An interest in technology and a restless desire for continuous learning.
• Previous service desk / IT experience desirable but not necessary

The Role Description:

The person would be expected to:

• Act as a routine contact point, receiving and handling requests for support from internal business users.
• Respond to a broad range of support activities by providing information to fulfil requests or enable incident resolution.
• Provide first line fault investigation and diagnosis, and promptly allocate unresolved issues as appropriate.
• Assist with the development of standards, and apply these to track, monitor, report, resolve or escalate issues.
• Assist users in defining their access rights and privileges.
• Perform security administration tasks and resolve security administration issues.
• Investigate minor security breaches in accordance with established procedures.
• Contribute to the creation of support documentation.

Why Hiscox? 

This is a fantastic opportunity to join Hiscox during a time of focused growth where you will have the remit to make a real difference.

Hiscox offers an environment where you are encouraged to grow with the team and this is an exciting time to be joining this fast growing organisation. There will be plenty of opportunity for on the job career development within a supportive environment.

Diversity and flexible working at Hiscox

At Hiscox we care about our people. We hire the best people for the job and we’re committed to diversity and creating a truly inclusive culture, which we believe drives success. We also understand that working life doesn’t always have to be ‘nine to five’ and we support flexible working wherever we can. No promises, but please chat to our resourcing team about the flexibility we could offer for this role.

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