Deskside Support Analyst

Looking for a role that will have a meaningful impact on the strategic underwriting decisions our business makes

The Deskside Operations Analyst is responsible for specialised information technology areas performing operational analytical and/or technical support functions to maintain and improve the end users experience.

What part will you play If youre looking for a place where you can make a meaningful difference youve found it. The work we do at Markel gives people the confidence to move forward and seize opportunities and youll find your fit amongst our global community of optimists and problem-solvers. Were always pushing each other to go further because we believe that when we realize our potential we can help others reach theirs.

Join us and play your part in something special!

The opportunity:

The Deskside Support Analyst is responsible for providing priority support for escalated end user issues as part of a team of Deskside Analysts. Your role will be to help onsite but also support the wider offices with deskside needs. Your primary focus will be on triage of escalated support requests and supporting users in person at the tech bar. This role plays a key role in improving end user productivity.

What youll be doing:

• Providing Hands and Eyes Support (assistance to network voice collaboration teams as required).

• Provide priority support for escalated user issues.

• Participate in projects within the team and with other IT Teams within the organisation.

• Supporting the business contacting the end users encountering challenges for troubleshooting and root cause analysis for accurate assignment and timely resolution.

• Participating in an On-Call rotation within the wider team to ensure a strong robust service is provided to the business.

• Complete Install Move Add Change activity via a Service Now Service Requests.

• Diagnose and resolve end user network VPN Wi-Fi and LAN access problems and own the escalation.

• Coordinating SOHO Kit configuration/shipment for existing employees and new starters.

• Understand principles and practices of ITIL standards.

• Providing conference room equipment support and upkeep.

• Provide support for all office hardware laptops thin clients peripherals printers etc.

• Perform PC maintenance repair analysis and testing.

• Assists in creating documentation for self-service end-user support knowledge base and for team members as an internal knowledge base and best practice sharing.

• Support the end user experience by being an ambassador of our environment and enabling them to use the technology.

• Liaising with Vendors relating to Incidents and service requests reported by users.

• Utilising Service Now platform for triage of End User Support tickets

Our must-haves:

• Strong experience in supporting end users in a larger organization.

• Experience troubleshooting and resolving WAN/LAN print related issues.

• Experience in supporting Microsoft Managed Desktop - Laptops

• Experience with Service NOW and JIRA for tracking of issues and projects

• Experience in Microsoft Office (or O365)

• Experience with Cisco Web Ex technology and experience in AV conference rooms technology.

• Strong knowledge of MacOS Windows OS and MS Office products.

• Strong oral and written communication skills.

• Excellent communication and customer service skills

• Understanding of desktop virtualization technologies and tools this will be advantageous although not a necessity.

• Experience with TCP/IP and IP addressing.

• Experience with O365/M365 endpoint management and Intune.

• Up to 20% travel required.

Who we are:

Markel Group (NYSE MKL) a Fortune 500 company with over 60 offices in 20 countries is a holding company for insurance reinsurance specialist advisory and investment operations around the world.

Were all about people We win together We strive for better We enjoy the everyday We think further

Whats in it for you

• A great starting salary plus annual bonus & strong benefits package

• 25 days paid holiday plus Bank Holidays with the opportunity to buy/sell extra leave

• Fantastic company pension scheme private medical and dental cover life assurance travel insurance cover income protection season ticket loan as well as other great benefits on offer

• There are countless opportunities to learn new skills and develop in your career and we can provide the support needed to do just that!

Are you ready to play your part

Choose Apply Now to fill out our short application so that we can find out more about you.

Markel celebrates the value of a diverse workforce that brings experience and expertise from a wide variety of backgrounds and life circumstances. Whatever your background if you feel you meet the requirements of this role then we want to hear from you. We are also happy to consider candidates who are looking for flexible working patterns.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race religion colour national origin sex gender gender expression sexual orientation age marital status veteran status or disability status.

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