Help Desk Analyst (IT)

Help Desk Analyst

Location: London

Employee: Reports to Emma Griffiths

Direct Reports: None

Working Arrangements: Full time, 35 hours per week, hybrid

Who We Are

SiriusPoint is a global (re)insurer writing a worldwide portfolio of businesses including Accident & Health, Liability, Property, and Specialty. Bermuda-headquartered and listed on the New York Stock Exchange (NYSE: SPNT), we focus on growth, profitable underwriting, and technological innovation in the insurance industry.

We challenge convention, disrupt traditional methods, and strive for excellence and continuous learning. SiriusPoint, London, writes across various lines in global markets through platforms like Sirius International Managing Agency (SIMA) and Sirius International, UK Branch.

Purpose of Role

As a Help Desk Analyst, you will provide technical support to our global colleagues for desktop systems, software, hardware, and network issues. You will report to the Help Desk Manager. Your responsibilities include:

1. Providing reliable onsite support at the London SiriusPoint office (Core onsite days Monday-Thursday).
2. Responding to IT support requests via telephone, email, Virtual Agent, and self-service, ensuring prompt and first-time resolution where possible.
3. Managing tickets using ServiceNow, including opening, tracking, responding, and monitoring.
4. Ensuring customer satisfaction through proactive communication and escalation when necessary.
5. Configuring Windows 11 laptops and Apple iPhones for onboarding.
6. Handling hardware configurations, deployments, and system updates.
7. Troubleshooting network and internet connectivity issues, including monitoring Teams Rooms and hardware.
8. Providing documentation, training, and instructions to staff and management, and maintaining IT assets.
9. Serving as an escalation point for junior technicians.
10. Occasional overseas travel.
11. Performing other IT duties as required and adhering to FCA conduct rules.

Be Yourself

We foster a culture driven by shared values, making SiriusPoint a fun, exciting, and productive workplace. We value entrepreneurial, pioneering, and open individuals who are authentic.

Your Skills and Abilities

• Experience in a support service/help desk environment, handling complex issues with urgency.
• Excellent interpersonal and communication skills with a strong customer service focus.
• Ability to analyze problems, identify root causes, and develop effective solutions.
• Effective collaboration with colleagues and IT teams, sharing knowledge.
• Patience and adaptability when working with non-technical and technical users.
• Knowledge of MS 365 Admin Center, MS Azure, ServiceNow, Office365 Applications, AD Manager Plus, WiFi/Network troubleshooting.

We Achieve More Together

We value diversity, equity, inclusion, and belonging, supporting a global employee base that contributes to our culture and success. We aim to create an environment where everyone feels included, valued, and empowered to reach their full potential.