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| Job Location | London |
| Education | Not Mentioned |
| Salary | Competitive salary |
| Industry | Not Mentioned |
| Functional Area | Not Mentioned |
| Job Type | Permanent , full-time |
Our client, a leading insurance firm, is looking for a Service Support Analyst to join their team in London. Responsibilities of the Service Support Analyst (London): 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. Incident Logging and Management of the queues Troubleshooting and correction of hardware problems Swapping Equipment (Wyse terminals, monitors) Setup and Support of mobile devicese.g. iPhones, Laptops, Surface Pro Maintain awareness of call volumes/queues to ensure that customer service level agreements are met. Assist with the preparation and documentation of user guides and reference guides for Service Desk staff. Ensure that escalation procedures are being followed and calls are managed according to priority. Liaise directly with business users to understand or clarify the nature of the incidentrequest and to confirm the successful resolution of them. Liaise directly with internal 3rd line support teams to ensure the resolution of all incidents in line with the Incident Management Policy. When required be available to provide support cover or assistance out of business hours (i.e. weekends and weekday evenings). Available to cover shift patterns between the hours of 8am-6pm. Experience required of the Service Support Analyst (London): Strong customer service experience is a core requirement. Office 365, Microsoft Teams, SMT experience, Citrix Joiners/Leavers onboarding Configuring hardware & general support Video Conferencing Exchange admin Knowledge of Insurance market preferable ITIL foundation qualification desirable. ServiceNow experience is desirable.