Job Vacancy IT Support Analyst

1st & 2nd Line Support - London (3x Per Week) - Insurance - £35,000 - £40,000 + Excellent Benefits

Overview:
Our client is a respected and growing insurance firm dedicated to providing exceptional service to their customers. They are committed to supporting their employees with the tools and training needed to succeed, and they are seeking a proactive and customer-focused IT Support Analyst to join their team.

Role Summary:
As an IT Support Analyst, you will be the first point of contact for IT-related issues across the organization. You’ll provide both 1st and 2nd line support, resolving a range of hardware and software issues while ensuring seamless IT service to internal users. This is an excellent opportunity for an individual with strong technical skills and a customer-centric approach to enhance their career in IT support within a dynamic insurance environment.

Key Responsibilities:

• Respond to and resolve IT support requests from users via phone, email, or in person, ensuring timely and efficient resolution of issues.
• Diagnose and resolve problems with hardware (PCs, laptops, mobile devices, printers) and software (OS, insurance applications, email, and collaboration tools).
• Assist in the setup, maintenance, and troubleshooting of user accounts, permissions, and passwords, particularly within Active Directory and Office 365.
• Monitor system performance, security, and backup operations, ensuring optimal operation of IT infrastructure.
• Maintain clear records of all support interactions, document troubleshooting steps and solutions, and contribute to a knowledge base for future reference.
• Work closely with 3rd line support teams or external vendors for advanced problem-solving where necessary.
• Assist in IT-related projects, including system upgrades, installations, and software rollouts, aligning with company requirements and timelines.
• Provide a supportive, patient, and professional approach to all interactions, ensuring a positive user experience.

• 1-2 years in a 1st or 2nd line support role, ideally within a corporate or insurance environment.
• Strong knowledge of Windows OS, Office 365, Active Directory, and basic networking fundamentals.
• Proven ability to troubleshoot technical issues with a logical and systematic approach.
• Excellent verbal and written communication skills with the ability to explain technical concepts to non-technical users.
• A positive, professional, and patient demeanor with a genuine commitment to customer satisfaction.
• CompTIA A+, ITIL Foundation, or similar certifications are advantageous but not essential.