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IT Support Analyst
5 months ago
Taking care of people is at the heart of everything we do, and we start by taking care of you, our valued colleague. A career at Sedgwick means experiencing our culture of caring. It means having flexibility and time for all the things that are important to you. It’s an opportunity to do something meaningful, each and every day. It’s having support for your mental, physical, financial and professional needs. It means sharpening your skills and growing your career. And it means working in an environment that celebrates diversity and is fair and inclusive.
A career at Sedgwick is where passion meets purpose to make a positive impact on the world through the people and organizations we serve. If you are someone who is driven to make a difference, who enjoys a challenge and above all, if you’re someone who cares, there’s a place for you here. Join us and contribute to Sedgwick being a great place to work.
Great Place to Work®
Top 100 Most Loved Workplace®
Forbes Best-in-State Employer
Reports to
IT Service Desk Manager
Key roles
You will provide first/second level IT Helpdesk/Desktop Support to colleagues in in the EMEA region,
with the possibility of assisting in other locations within the region by responding to IT Incidents
logged on Service Now. You will also be required to process technical support requests and to
document, track and monitor issues ensuring a timely resolution.
Specific responsibilities (including but not limited to) :
− Identifies, researches, resolves and responds to a high volume of issues or questions received
from internal customers.
− Provides status and follow-up information to colleagues.
− Escalates calls to the appropriate departments.
− Documents customer issues in call tracking system timely and accurately.
− Assists real-time in the resolution of support issues to decrease downtime and to bring about
high levels of satisfaction.
− Keeps current on policies and relevant product and industry trends in order to provide
technically accurate solutions to customers.
Qualifications/skills
− 3rd level qualification in IT or have equivalent professional experience.
− A keen interest to work within an IT Service desk environment.
− Great communication skills and an ability to document procedures.
− ITIL Foundation preferred.
− Strong computer knowledge including, but not limited to, Windows 10.
− Microsoft Outlook, Exchange, Office 365 Admin. (Highly desired) .
− Active Directory. (Highly desired) .
− Apple technology support, iPhone and iPad.
− Troubleshooting VPN issues.
− Excellent interpersonal and customer service skills.
Colleague Benefits
− Education Contribution
− Career development and progression
− Health Insurance Scheme
− Tax Saver Travel Scheme
− Sedgwick's Sports & Social Club
− Discounted Personal Training group circuit classes
− Discount Benefits
− Employee Assistance Programme
- PHI & Life Cover
Sedgwick is an Equal Opportunity Employer.
The statements contained in this document are intended to describe the general nature and level of work being performed by a colleague assigned to this description. They are not intended to constitute a comprehensive list of functions, duties, or local variances. Sedgwick retains the discretion to add or to change the duties of the position at any time.
