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Service Desk Analyst in London at Tokio Marine HCC

Date Posted: 2/15/2018

Job Snapshot

Job Description

Job Purpose:

To answer and resolve 1st/2nd line Service Desk issues and general system administration duties providing a high standard of customer service to all staff at all levels.

Key Responsibilities:

• Respond to customer requests for IT services (including incidents, queries, and service requests) in a timely, polite, and efficient fashion, adhering to the defined SLAs.
• Log all calls in the Service Desk Call Logging system (FootPrints) and manage incidents and requests throughout the incident lifecycle.
• Maintain accurate and up-to-date Service Desk records.
• Perform system administration duties in a Windows Active Directory environment (Creating user accounts, reset passwords, create groups etc.)
• Perform all client software installation and support.
• Perform new and refurbished desktop, laptop and printer configurations and installations.
• Perform network troubleshooting to isolate and diagnose common network problems.
• Provide new user orientation.
• Build strong, positive relationships with users to enhance the level of service provided
• Support remote users in accessing corporate resources.
• Maintain conference room and training room PCs.
• Participate in On-Call group to provide afterhours assistance.

Job Requirements

Skills and Experience Specification:



  • In-depth knowledge of Windows 7 (and Windows 10 desktop operating systems would be very useful)
  • Good knowledge of Active Directory.
  • Knowledge of full MS Office 2010 Professional Suite and MS Office 365
  • Knowledge of iPhone/Samsung devices & software.
  • Experience with Dell hardware.
  • Hardware configuration experience.
  • Strong printer problem resolution skills.
  • Good knowledge of SCCM (image build, remote support, software install)
  • Good knowledge of general network infrastructure issues and resolution, including switches and Ethernet.
  • Good knowledge of remote access methods and applications including Citrix and VMWare View.

Soft Skills

  • Excellent customer service and telephone skills.
  • Good verbal and written communications skills.
  • Strong problem solving skills.


  • Knowledge of Enterprise Vault and MS Skype 2016.
  • Knowledge of BMC/Numara Footprints Service Desk system.


Candidates must be able to work shifts: (8am to 4pm / 9am to 5pm / 10am to 6pm) – on occasions out of hours work may also be required.