Service Desk Analyst - 1st Line-2

Position: IT Service Desk Analyst – 1st Line
Reporting to: IT Service Desk Shift Lead
Location: York
Type: Permanent
Hours: 35 hours per week (5 x 8-hour shifts)

Build a Brilliant Future with Hiscox

Join us as an IT Service Desk Analyst and play a key role in supporting our UK, USA, and European business operations. This permanent position offers an exciting opportunity to be part of a dynamic team, where your contributions will directly impact our success.

Role Overview:

As a 1st Line IT Service Desk Analyst, you’ll be the first point of contact for over 5,000 Hiscox users across the UK, Europe, Bermuda, and North America. Working closely with our team, you’ll ensure the IT Service Desk operates efficiently and effectively. While this role is based in York or Colchester, there may be opportunities for travel to other office locations, both within the UK and internationally.

Shift Patterns:

We’re looking to fill various shifts, with normal working hours being 8 hours per day (Monday to Friday) between 07:00 and 02:00 UK time. Preferences for specific shifts will be discussed during the interview process. Available shifts include:

• 07:00 – 15:00

• 08:00 – 16:00

• 11:00 – 19:00

• 14:00 – 22:00

Key Responsibilities:

• Serve as a primary contact for internal business users, handling support requests promptly.

• Address a wide range of IT support activities, providing information or facilitating incident resolution.

• Perform first-line fault investigation and diagnosis, escalating unresolved issues as needed.

• Assist in developing and applying standards to track, monitor, report, resolve, or escalate issues.

• Help users define their access rights and privileges.

• Carry out security administration tasks and resolve related issues.

• Investigate minor security breaches according to established procedures.

• Contribute to the creation of support documentation.

The Ideal Candidate:

We’re looking for someone who is:

• Passionate about delivering exceptional customer service.

• Confident with strong verbal and written communication skills.

• Comfortable working in a fast-paced, dynamic environment.

• A strong team player with a collaborative mindset.

• Eager to continuously improve and learn.

• Able to see the bigger picture and think beyond the immediate task.

• Willing to speak up and share insights when necessary.

• Interested in technology and committed to ongoing professional development.

While previous service desk or IT experience is beneficial, it’s not essential. We value a willingness to learn and a proactive attitude.

Why Join Hiscox?

This is a fantastic time to join Hiscox, a company experiencing focused growth. You’ll have the opportunity to make a real impact within a supportive and growth-oriented environment. We’re committed to your career development, providing ample on-the-job learning and advancement opportunities.

Diversity and Flexible Working:

At Hiscox, we believe that our people are our greatest asset. We are committed to diversity and inclusion, key success drivers. We also recognize that a traditional 9-to-5 schedule doesn’t work for everyone, so we support flexible working arrangements wherever possible. While we can’t make guarantees, we encourage you to discuss potential flexibility with our resourcing team.

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