IT Support Analyst

Ref: 3477| Posted: 30th Nov 2020

IT Analyst – Sevenoaks – up to £28,500 plus benefits

Insure Recruitment are currently working with a leading insurer who are looking for an experienced IT Analyst to join their IT team to provide first and second level support (including application support) to office based and remote users using the incident management and request fulfilment processes in line with Service Desk objectives, ensuring delivery of a high quality customer focussed service to meet business needs.

Key Responsibilities:

Service Management

  • Serve as the first point of contact for customers seeking technical assistance over the phone, web or via email, determining and delivering the best solution to meet their needs
  • Respond effectively to queries from the business, taking ownership to ensure they are handled in an efficient, timely manner and good service is provided
  • Perform remote troubleshooting through diagnostic techniques and asking pertinent questions
  • Advise customer on the problem-solving process and direct unresolved issues to the next level of support personnel
  • Follow-up and update customer status and information and pass on any feedback or suggestions by customers to the appropriate internal team
  • Identify and suggest improvements to processes / procedures
  • Maintain system documentation, sharing relevant knowledge with peers and the broader IT team
  • Contribute suggested efficiencies and service improvements in processes and applications, where possible suggesting automation/workflows/ appropriate tools to improve the value for money, availability, serviceability and security of IT Services.
  • Manage own performance against agreed metrics & measures


  • Serve as subject matter expert on key applications in use across the Group
  • Assist in ensuring the desktop computing environment is built and maintained to high standards of performance and security, seeking ways to improve where appropriate and possible
  • Assist the delivery of patching and anti-virus updates promptly and effectively across the desktop and application estate
  • Assist in the maintenance of standards for hardware, software and security in the desktop environment
  • Review Monitoring and Management of the desktop and applications. 

Performance & Quality

  • Make recommendations for Service Improvement Plans and ensure actions are followed through to completion in a timely manner
  • Deliver to team and individual KPI / Metrics
  • Seek opportunities to grow technical knowledge both by formal and informal means
  • Be an ambassador for IT, working across the business to provide effective communication on IT matters and build relationships with other teams to ensure effective dialogue between departments
  • Contribute to ongoing IT initiatives and projects as required
  • Take responsibility for own continuous development ensuring IT technical knowledge is improved continuously
  • Travel to other offices within the Group and remote locations as required
  • Carry out work outside normal contractual hours as required by the business 
  • Model and promote company Values in all aspects of your daily work (Integrity, Commitment, Teamwork, Service and Leadership)

You must:

  • Act with integrity
  • Act with due care, skill and diligence
  • Be open and co-operative with the FCA, the PRA and other regulators
  • Pay due regard to the interests of customers and treat them fairly
  • Observe proper standards of market conduct

Experience Required

  • Proven experience in a busy customer support role with demonstrable ability to diagnose and resolve technical issues
  • Proven track record of trouble shooting and delivery of excellent service to business users
  • Good understanding of computer systems, mobile devices and other tech products
  • Tech savvy with working knowledge of office automation products, databases and remote-control software
  • Ability to focus on specific targets and demonstrate target achievement
  • Capable of producing high quality work in a flexible, fast paced environment
  • Proactively plans and organises time, prioritising workload often within tight timescales whilst still maintaining a high attention to detail
  • Takes personal responsibility for actions and decisions and takes initiative to make things happen
  • Takes ownership for the development of specific changes through to implementation
  • Understands the clients' business and develops a partnership approach to problem resolution
  • Able to work alone and as part of a team
  • Exceptional customer handling skills and delivery focus
  • Excellent written and verbal communication skills; must be able to communicate clearly at a technical and end user level 
  • Excellent interpersonal skills and the ability to build strong positive working relationships with internal and external customers/colleagues 
  • Strong analytical and problem-solving skills
  • Demonstrates a flexible, adaptable approach and always rises to new challenges
  • Remains positive despite difficulty, disappointment and when under pressure
  • Able to manage sensitive and sometimes confidential information
  • Demonstrates a ‘can do’ attitude
  • An understanding best practice and/or experience of working with ISO27001 including developing, documenting and implementing information security policies would be beneficial
  • Experience of case management and workflow systems is desirable but not essential
  • Proficiency with all MS Office products, specifically Word, Excel, Outlook and PowerPoint
  • Questions the way we operate and helps the department to work smarter not just harder
  • Is aware of personal development needs and raises issues with manager to help improve effectiveness.  Takes on board comments about development needs and is always willing to learn

Hours of Work

Hours of work:  8.45am to 5.30pm *Some cover outside of these hours may be necessary on an ad hoc basis in accordance with business requirements.

Please apply to the by role submitting your most up to date CV. If your application is successful, we will be in touch within 2 working days of receiving your job application to discuss the opportunity in more detail.

Due to the overwhelming application response, should you not hear from us within 5 working days then please assume that your application has been unsuccessful.