IT Service Desk Analyst

Tokio Marine HCC (TMHCC) is a leading specialty insurance group with offices in the United States, the United Kingdom, Spain, Germany, and many other locations. With the strength and stability that comes from being a member of the Tokio Marine group, and more than forty years of growth, profitability, and stability, we offer important insurance products that most people don’t even know exist.

Just as we invest in our company, we invest in our employees’ careers. We provide our employees a collaborative and rewarding environment within which to gain the knowledge, skills, and experience that lead to a rewarding career. Our products allow our customers to take on opportunity with confidence. In turn, our competitive salaries, attractive benefits, and potential for career growth allow you to take on opportunity with confidence.

IT Service Desk Analyst

Description:
1st line End User Support Engineer with responsibility for some deskside support. Proven customer service and 1st line support skills are necessary alongside some desktop hardware support experience. The role will be based at our Barcelona office in Spain.

You will form part of our Service Desk Team based in Barcelona as well as of the wider End User Experience team based across Europe and the UK. Building strong relationships with all other 2nd and 3rd line teams will be key to prompt incident/request resolution and delivering first-class service to the business.

The End User Support Team runs a shift pattern between 08:30 and 19:00, Monday to Thursday and between 08:00 and 17:00 on Fridays, excluding public holidays. Out of Hours support will be needed in certain situations.

Current team size;

Barcelona 3, UK 7, Paris 3, Dusseldorf 2, Luxembourg 1.

Travel to other sites will occasionally be needed.

**Responsibilities**:
Manage your workload and ticket queue, ensuring an efficient and effective service is always provided.- Provide remote 1st and 2nd line support.- Provide on-site hardware support- Ensure an ITIL best practice approach to Incident, Request and Problem management processes, in line with agreed SLAs (Service Level Agreements).- Work closely with 2nd and 3rd line teams to increase 1st line fix rate and decrease the number of tickets passed from 1st line to 2nd and 3rd line.- Build and maintain effective working relationships across TMHCC (Tokio Marine Houston Casualty Co).- Ensure that Knowledge Articles are documented and maintained.- Comply with TMHCC security policies, procedures, and controls.- Provide, on request, key management information for inclusion within team / departmental reports.- Work with 3rd party vendors ensuring OLAs (Operational Level Agreements) are adhered to.- Rollout out IT hardware and configure mobile devices.- Perform system administration duties in a Windows Active Directory environment.- Perform client software installation and support.- Perform network troubleshooting to isolate and diagnose common network problems.- Process Joiners, Movers and Leavers adhering to the request fulfilment process.- Support remote users in accessing corporate resources.

Skills and Experience Specification:
- Fluent in English and Spanish (written and spoken). Any additional European language is a plus.- Excellent customer service and telephone skills.- Excellent verbal and written communication skills.- 3 + years’ experience, working in a technical support environment.- Experience of operating within an ITIL framework.- Experience with video conferencing technologies, including configuration of meeting rooms, issue resolution, and operational support for hybrid collaboration environments.- ITIL v4 Foundation- Experience of Active Directory.- Strong and demonstrable technical support and desktop management skillset, in but not limited to Windows 7/10, Office 2016, O365, SCCM, AD, Group Policy, Citrix.- Understanding of basic networking protocols; TCPIP, DNS, DHCP etc.-
- Service Now ticketing system experience would be of benefit.- Strong problem-solving skills.- Good hardware configuration and repair experience- Must be able to form strong partnerships in small local team and be remotely active in wider team initiatives.- Must have a desire and passion for continuous improvement.- Self-starter with a passion for personal development.
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