Job Details

My client is a leading and award winning Global Insurance company with a central service operation based in Manchester, UK. They have an additional need for a junior IT Service/Help Desk support analyst to work alongside an experienced team of IT Service Help Desk support analysts.

Job Role and Purpose:
-To contribute to the day-to-day running of my clients Service Desk by providing support, maintenance and administration to employees Desktops, as well as in-house applications.
-Ensuring the service desk is manned by telephone continually throughout the desk opening hours and follow the incident management process ensuring service level agreements are adhered to.
-Provisioning and maintenance of user accounts and access rights across multiple applications.
-Liaise with other IT support areas in both Europe and the US.
-Providing 2nd level support to my clients in-house business applications and supporting the business monthly closedown processes. (There may also be a need to monitor these systems out-of-hours and to ensure any issues are attended to prior to the start of next day’s business.)

Main Accountabilities:
• Supporting 1400 users across 26 branches in Europe
• Supporting external customers with access to my clients on-line systems
• 1st level remote support to the existing desktop build and software installed
• 1st and 2nd level support to the in-house production application environments for my client with some knowledge of basic SQL required for reporting purposes.
• Support of monthly closedown processes
• Support of disaster recovery tests
• Respond to issues with applications according to locally set SLAs
• Creating & maintaining user accounts across active directory and in-house applications.
• Liaising with other IT areas in Europe, US, Canada and Asia Pacific region.

Key & Essential Requirements:
You must have a minimum of 1 years experience in a technical/application helpdesk environment.
Technical Skills & Abilities in Microsoft office 2002/2010, MS XP/Windows 7, Lotus Notes 7/8 and Understanding of IP Networking


Additional Qualifications in Prince2 or the Service Desk Institute, ITIL Foundation qualification are also desirable, but not essential.
5GCSEs at Grades C and above


In addition, you must be a confident, positive and proactive individual who has excellent communication skills and is a great team player. You should be people-orientated, enjoy solving problems and enjoy working in a customer facing environment.
You must be able to display a proven track record in the Helpdesk environment and be capable of managing your own time and being able to successfully complete multiple tasks within service levels and standards.
You must also demonstrate the ability to be flexible in your approach and understand that you are part of a team whose overall goal is the delivery of customer service to a first class level.

My client seeks individuals with ambition and a hunger to progress in your career. In return a vibrant and supportive working culture and an excellent remuneration package is available to attract high calibre individuals.

For further details, please send your CV/Particulars quoting Ref:NG2008. Closing Date for applications is Friday 28th September.