Service Desk Analyst 6 month FTC

Service Desk Analyst – 6 month fixed term contract

This is a hybrid role and we have offices based in Chesterfield and Peterborough. 

Role Purpose:

A Service Desk Analyst role provides first-line support for IT issues experienced by colleagues across the business. Acting as the primary point of contact for all IT-related queries, the Service Desk Analyst is responsible for triaging incidents, resolving issues at first contact where possible, and escalating to higher-level support teams within Service Delivery or other technology functions across the Markerstudy Group when required.

Key Responsibilities:

To support the Markerstudy business user community throughout Markerstudy and the wider Markerstudy Group, which includes; Branches, Call Centres, Specialist Insurance Units and colleagues based in the Head Offices through incident and request management processes.

Responsibilities include, but are not limited to:

• Act as the first point of contact for IT issues via all channels (telephony, virtual agents, self-service portals), following agreed procedures.
• Deliver a positive customer experience by providing clear communication and timely updates.
• Log, prioritise, diagnose, and resolve incidents and service requests in line with SLAs and agreed processes.
• Escalate issues to higher-level support teams or specialist functions when required, ensuring accurate handover.
• Perform user account and access management tasks in accordance with security policies and compliance requirements.
• Create and maintain accurate technical and process documentation.
• Contribute to knowledge articles to support shift-left and self-service initiatives.
• Deploy desktop IT equipment and support desk moves.
• Monitor and manage stock levels of IT consumables, raising orders as needed.
• Work closely with the IT Service Management team to deliver high-quality service.
• Identify and suggest opportunities for process improvement and automation.
• Monitor and manage Service Desk workstreams to maintain queue health and SLA compliance.
• Provide ad-hoc onsite support for allocated regional sites as required.
• Assist with IT projects and change activities as directed by management

Key Skills and Knowledge Required:

• Knowledge of Windows environments, Microsoft Office applications.

• Exceptional Communication Skills.
• Ability to work as part of a team to manage workload and meet deadlines.
• Organised and efficient ticket management skills.
• Accurate and thorough information capturing
• Excellent telephone manner and communication skills
• Flexible attitude to ever changing business needs
• Proactively manages own time
• Works on own initiative
• Ability to present ideas in user-friendly language.
• Ability to correctly prioritise calls based on impact to the business. 

Preferred:

• ITIL process knowledge/ qualified
• Background in Technology and IT Support
• A relevant technical or professional qualification.
• 1 Years Service Desk or Contact Centre Experience
• Experience of Service Now or equivalent ITSM tooling
• Microsoft qualified at foundation level.
• Basic Network Understanding
• Basic Hardware & Software Understanding
• Understanding of Key IT concepts

Why us?

Markerstudy Insurance Services Limited (MISL) is one of the largest Managing General Agents in the UK. With a strong presence in the UK motor insurance market, we specialise in niche motor cover, where our solid market knowledge and experience enables us to create highly targeted products.

Our success is underpinned by our underwriting strategy to identify and apply special risk factors to the customers’ advantage. That, and our skilled underwriting technicians who are friendly, accessible and empowered to make decisions.

We only transact business through professional UK insurance intermediaries and we take pride in fostering excellent working relationships. Our products feature prominently on Aggregators' sites, such as Confused.com, Go Compare and Compare the Market, via our broker partners.