Ageas (UK) Limited

IT Service Desk Analyst

Job Ref
Closing Date
Advertised Range (External)
£16,500 - £18,000
Permanent Full-Time

Job Purpose

IT Service Desk Analyst Based in our offices in Eastleigh, Southampton this role provides 1st and 2nd line Service Desk support to c. 4,000 end users across our UK locations.  In this challenging and rewarding IT Service Desk Analyst role, you’ll be providing 1st and 2nd line technical support to our internal business customers on software issues, problems with hardware either over the phone, by email or at their desk.  You’ll need to be a technically savvy IT Service Desk Analyst, have a logical mind and provide outstanding desktop support by restoring their technology quickly to their fully-functioning state. 


You’ll provide excellent incident and request management, knowing when to escalate to the 3rd line teams keeping the customer informed at all times.


Here’s some of the responsibilities of the IT Service Desk Analyst opportunity;


  1. You’ll be the single point of contact and owner of incident resolution for Ageas IT users
  2. Carry out system administration tasks, including the maintenance of user accounts.
  3. Liaise with all third party suppliers, in-house support teams and support companies with regard to hardware/software maintenance and incident resolution.
  4. Liaise and follow up with approved support companies regarding open incidents /faults, and ensure incident is owned through to fix and implementation.
  5. Support IT colleagues with projects and team objectives.
  6. Perform and maintain daily system checks for Ageas IT systems.
  7. Support upgrades and patches to all desktop systems.
  8. Provide efficient, professional and courteous customer support at all times
  9. Adherence to departmental and company policies and processes, including following defined procedures and updating where appropriate.


Your success within an IT Service Desk Analyst role will cover;

  1. Excellent trouble shooting and problem solving skills.
  2. A good customer service ethos and excellent communication skills.
  3. Experience supporting bespoke 3rd party software.
  4. Hardware and Software Desktop Support and Builds including troubleshooting issues such as in Network Security, Remote Support and Active Directory Administration.
  5. Microsoft Technologies (Windows 7, Office, Exchange and Printer support)
  6. Asset and License Management.
  7. Strong team player with a flexible attitude and ability to take initiative whenever necessary.
  8. It is a plus if you have commercial experience of working in an ITIL environment and are familiar with working to SLAs


About #AgeasUK

We're a leading provider of award-winning insurance solutions in the UK, distributing our Personal and Commercial products through brokers, intermediaries, affinity partners and the internet. We have two consumer brands – Back Me Up and RIAS – and partner with some of the nation’s most well-known brands, such as John Lewis, Age UK, Toyota, Virgin Money and General Motors. We are also partners in Tesco Underwriting, providing home and motor insurance to Tesco Bank customers. Insuring around five million customers and working with a range of partners, we are recognised for delivering consistent and high-quality customer experiences. We employ around 4,000 people with offices based across the UK.


Here are some of the benefits you can enjoy:

As much as we value our customers, we also value you. In your IT Service Desk Analyst role you can enjoy a range of flexible benefits options - such as a company pension, 23 days holiday (you can buy or sell up to 5 days), a car lease scheme, life assurance and an annual bonus.  Our people receive childcare vouchers and enjoy discounts on company products and also with a wide range of retailers. 



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