Service Analyst

Job Type:
Permanent

Build a brilliant future with Hiscox

Position: Service Analyst

Reporting to: Second Line Team Leader

Location - Atlanta

Type: Permanent, Monday to Friday in office

About the job:

To be part of the front-line IT Service Desk team providing support to 5,000+ Hiscox users across Europe, UK, Bermuda and North America.

We are seeking a proactive and detail-oriented IT Service Analyst to join our Global IT team. The IT Service Analyst will be responsible for providing technical support, resolving IT service issues, and ensuring the smooth operation of IT systems and services across the organization. This role involves troubleshooting, analysing, and providing timely solutions for technical problems while maintaining a high level of customer satisfaction.

This role is located in our Atlanta office, however travel to other office locations is expected on occasion.

Key Responsibilities:

The person would be expected to:
Provide first-line support for IT services, including hardware, software, and network issues. Providing detailed instructions and solutions to end-users.
Act as a routine contact point, receiving and handling requests for support from internal business users.
Provide first line fault investigation and diagnosis, and promptly allocate unresolved issues as appropriate.
Assist with the development of standards, and apply these to track, monitor, report, resolve or escalate issues.
Assist users in defining their access rights and privileges.
Perform security administration tasks and resolve security administration issues. Investigate minor security breaches in accordance with established procedures.
Support documentation of common issues and solutions, creating knowledge base articles and process workflows to improve efficiency.
Collaborate with cross-functional IT teams to resolve more technical issues.
Support the implementation of new IT services and technologies, ensuring proper training and support are provided to users.
Experience:

Strong communication and customer service skills, with the ability to interact effectively with non-technical users.
Proficiency with windows operating system
Experience with Laptop and Mobile phone related issues.
Ability to work independently and as part of a team in a fast-paced environment.
Strong problem-solving skills and attention to detail.
Certifications such as CompTIA A+, ITIL Foundation, or equivalent are a plus.

Salary Range: 50-65k

Why work at Hiscox?

It's a simple question, with many answers. The reality is that we're all different. And a different combination of career opportunities, perks, benefits, worklife flexibility, training, and environment may appeal to each of us. But when we talk to our people, be they newcomers or veterans, they tell us that there is a certain something about the culture of Hiscox that draws our people here and keeps them here - it's something we call the "Hiscox factor". It is felt in the way we interact with one another. In the values our people hold. And in our attitude to both success and adversity. It is not something that's always easy to define through a set of words; but if you're someone who challenges convention, someone who is passionate about helping people when they need us most, and someone who simply gets things done. then you have everything you need to succeed here.
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Work with amazing people and be part of a unique culture