Service Desk Analyst

Sompo has a unique opportunity for a Service Desk Analyst in our IT Department.

Our Service Desk team provides deskside support for the London office. This includes issue resolution and service request fulfilment for end user hardware and software items .

Location: This position will be based out of our London office. We strive for collaboration which is why we offer a work environment where our employees thrive and develop long lasting careers.

Our business, your impact, our opportunity

What You’ll Be Doing

Provide second line of support for tickets routed from the ITSM tool or level one help desk to resolve problems for Information Technology products, services and applications.

• Monitor and manage tickets, Resolving Incidents and Fulfilling Service Requests
• Analyse moderate to complex issues and take action to resolve, or route tickets to other IT resolver teams when necessary
• Build: Pre-stage, Image and Install PC’s (Desktops and Laptops) and related hardware and software
• Troubleshoot and resolve end user hardware & software problems
• Provide expert level support in troubleshooting desktop peripherals in the environment (mobile devices (iPhones/Androids, peripherals, etc.)
• Process requests i.e. user provisioning, video conference setup, support, and other requests
• Create/Review/Retire documentation: Standard Operating Procedures and Processes for use by HCL and IT desktop support teams and IT end user training content.
• Provide support to clients on software and hardware platforms
• Provide support to facilitate/moderate, with host/schedulers, Webex Events/Webinars
• Interface with vendors for service of PCs and related hardware
• Escalate complex issues as defined in standard operating procedures

What You’ll Bring

• 4+ years in a Service Desk Analyst role
• Experience with MS Windows 11, Office 365
• Active Directory & Microsoft Exchange/Outlook
• Experience with Anti-virus software, (esp. CrowdStrike)
• Knowledge of build technologies such as SCCM, Nomad
• Mobile device management & support using Microsoft InTune (iPhone, Android, etc)
• Remote access technologies (VPN, Azure Virtual Desktop)
• Strong written & oral communication skills
• Strong customer service skills
• Knowledge of enterprise workstation (Desktop & Laptop) technologies
• Experience with on-boarding, off-boarding; Installs/Moves/Adds/Changes
• Webex Experience

Our Benefits

We continuously evaluate and update our benefit programs to ensure that our plans meet the needs of our employees and their dependents. Below are a few highlights of our inclusive benefit programs:

• Expansive Health & Wellness Benefits
• Generous Retirement & Savings Plans
• Global Parental Leave & Adoption Assistance

In today’s world, what do we stand for?

We strive to create exceptional value for our clients and shareholders while maintaining Sompo as an attractive place to work. We foster an environment of ongoing, open dialogue between managers and their direct reports, and believe in an organizational environment where everyone belongs. We proudly are a multi-racial, multi-cultural, global enterprise. We reject all forms of racism, bigotry, prejudice and injustice and continue to invest in building out an inclusive and diverse work environment.

About Us

Expert Partners.

Clarity in complexity.

Unwavering commitment .

We are Sompo, a global provider of property, casualty, and specialty insurance and reinsurance.

Building on Sompo Holding’s 135 years of innovation, we seek to deliver a unified approach to servicing and providing customized solutions for our clients, ensuring that we meet their needs effectively and consistently.

We strive to strengthen engagement with our clients and business partners every day by using the in-depth knowledge and insights of our experts to swiftly navigate the ever-shifting risk landscape in a fast and agile way – providing them with the products and coverages they need – underpinned by exceptional levels of service.

Our values

As we continue to evolve and grow, our core values serve as the foundation for our company’s identity, purpose and culture.

• Accountability: Raising the bar on what we deliver
• Agility: Keeping it simple as we grow
• Collaboration: Building relationships with clients and colleagues
• Development: Being curious and having a growth mindset
• Integrity: Being trustworthy and doing what’s right

Around the world, our 9,500+ employees use their expertise to learn, improve and find clear answers for your complex challenges. Because when you choose Sompo, you choose the ease of expertise.

Sompo is an Equal Opportunity Employer .

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law.

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