Senior Analyst Role:
The role of senior analyst is crucial in maintaining the efficiency and functionality of IT services within the company.
This includes providing expert-level support to ensure smooth operation of IT systems and services within the organisation.
Key Responsibilities:
• Technical Support: Providing advanced technical support for a wide range of IT services, including end user hardware, software applications and network issues.
• Troubleshooting and resolving complex technical issues escalated from junior support staff.
• Ensuring excellent customer service and communication throughout the support process.
• Proactively following up with users upon resolution to confirm the issue has been satisfactorily addressed.
• Identifying root causes and/or mitigation options as part of problem management.
• Mentoring and coaching junior support desk analysts, providing guidance and support as needed.
• Assisting in training new team members and developing training materials.
• Fostering a positive and collaborative team environment.
System Management:
• Deploying new software versions and hardware.
• Routine system maintenance checks, updates and backups to ensure service continuity.
• Supporting starter and leaver processes.
• Maintaining accurate documentation of support requests, resolutions, and system configurations.
Person Specification:
• A deep understanding of IT support processes and best practices.
• The ability to quickly diagnose and resolve technical issues.
• Experience in mentoring junior support analysts.
• Expertise in hybrid environments.
• Expertise across Microsoft 365, Intune, Autopilot, Active Directory, Azure AD and Exchange.
• Financial services industry experience.
• A good understanding of networking concepts and implementation.
• A good general understanding of IT infrastructure.
• Exceptional customer service skills, with strong communication and interpersonal abilities.
• Excellent written and spoken English.
• A bachelor's degree in information technology, Computer Science, or a related field.
• Industry certifications such as Microsoft and CompTIA.
• ITIL v3/v4 Foundation Certification, and/or working in a structured ITIL environment.
• Experience working in a structured ISO27001 environment with awareness of security incident processes and CIS benchmarks.
• Experience with a ServiceDesk ticketing system, specifically Freshworks.
• Experience with any of the following technologies – Meraki, Cisco, Cato, Oracle Cloud, SharePoint, SCCM, SCOM, PowerShell, Automation and scripting.
What You Will Get:
• Joining our collaborative, supportive and friendly working environment, you will enjoy a rewarding career with the opportunity to build on your existing skills and knowledge.
• We offer great work life balance initiatives, including competitive hybrid working policy.
• Clear and transparent career pathway – offering continued support with enhancing your skills and creating employment development opportunities.
• We offer free educational access to the Protection & Indemnity Qualification, created by the International Group of P&I Clubs.
• An attractive benefits package which includes private healthcare, and a generous employer's contribution to the Group Pension Fund.
• Competitive health subsidy, and access to our comprehensive wellbeing and savings programme throughout the year, to create an environment that supports everyone's mental and physical health.
Company Values:
• Mutuality - Ensuring fairness amongst Club Members.
• Integrity - Upholding high ethical, legal, and regulatory standards.
• Safety and Sustainability - Contributing to safety of life at sea and the preservation of the environment.
• Transparency- Building strong relationships based on trust and open communication.
• Excellence - Enabling our people to realise their full potential.
• Collaborative - Embracing flexibility, diversity, and inclusivity.