Technical Service Desk Analyst

Information Technology London, United Kingdom

  • Job Category:

    Information Technology

  • Location:

    London, United Kingdom

  • Job Type:

    Full Time

  • Group:

    International Group

  • Number of Openings:



Position at Tokio Marine HCC






A 1st and 2nd line Technical Service Desk analyst, with demonstrable hands-on technical experience, to provide dedicated support from one of our London offices providing a robust, efficient, and skilled service to maximize the resolving capability of the team. 


To work closely with all other IT support teams, playing a key role in major incident service restoration activities, providing technical guidance and support and work with other cross functional areas to resolve service incidents and problems as quickly as possible. 


Direct business interaction is a key part of this role to deliver excellent customer service and manage customer expectation effectively; ensuring that Service Level Agreements (SLA’s) are adhered to and quality thresholds are maintained. Exec level support will be a key part of this role.


The Service Desk operates on a shift pattern between 07:30 – 18:00, Monday to Friday. Out of Hours support will be required in certain situations.


Current team size; London 5, 1 Bridgend, Leicester 2, Paris 2, Luxembourg 1, Dusseldorf 1, Barcelona 3. Expansion in the UK and Europe can be expected.  


Travel to UK sites and European sites is expected.


Key Responsibilities:


  • Support the leadership of the Service Desk, managing workloads to ensure an efficient and effective service.
  • To provide 2nd Line Technical support and cover 1st line where required. 
  • Ensure an ITIL best practice approach to Incident, Request and Problem management processes, in line with agreed SLAs.
  • Proactively assist with the management of teamwork queues ensuring that all Requests, Incidents and Problem tickets are processed, updated, and completed in a timely manner and in accordance with TMHCC procedures.
  • Work closely with the IT Service Desk to promote cross-skilling and technical development of the 1st line IT Service Desk team to increase 1st line fix rate and decrease the numbers of tickets passed from 1st, 2nd line and 3rd line.
  • Build and maintain effective working relationships within TMHCC.
  • Ensure that Knowledge Articles are documented and maintained to enable efficient delivery of customer service.
  • Ensure full compliance to TMHCC security policies, procedures, controls and agreed SLA’s.
  • Act as a support element to the team on issues and provide support and cover where there are specific service pressures.
  • Works with Level 3rd level and 3rd parties’ teams ensuring OLAs clearly defined and adhered to 
  • Maintain an accurate and up-to-date knowledge base.
  • Perform system administration duties in a Windows Active Directory environment
  • Perform all client software installation and support.
  • Perform network troubleshooting to isolate and diagnose common network problems.
  • Process Movers, Leavers and Joiners IT processes including new user orientation.
  • Support remote users in accessing corporate resources.
  • Maintain conference facilities providing Exec level service at all times.
  • Exec Level support


Skills and Experience Specification:



  • Proven experience of managing a service provision for Executives.
  • 2 + years proven experience, working in a Technical/Deskside Support environment, with 500 + employees in an ITIL environment.
  • Excellent verbal and written communications skills
  • Good experience of Active Directory.
  • Strong and demonstrable technical support and desktop management skillset, in but not limited to Windows 10, O365, SCCM, AD, Citrix
  • Understanding of basic networking, TCPIP, DNS, DHCP etc.
  • Good knowledge of remote access methods and applications
  • AV support experience.
  • Excellent customer service and telephone skills
  • Proven experience of managing a service provision for Executives.
  • Excellent verbal and written communications skills
  • Strong problem-solving skills
  • Hardware configuration and repair experience
  • Willing to work late and weekends on an as needed basis.
  • Must be team oriented.
  • Must have a desire and passion for continuous.
  • Self-starter with a passion for personal development 



  • Service Now ticketing system experience.
  • ITIL v3/v4 Foundation Certified.




“Tokio Marine HCC is a leading specialty insurance group with offices in the United States, the United Kingdom, Europe, and 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 do not 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.


The Tokio Marine HCC Group of companies is an equal opportunity employer.  Please visit for more information about our companies.