Service Desk Analyst

Overview

Looking for a role that will have a meaningful impact on IT Service Support? We are looking for an individual to provide 1st line IT support for all employees of Markel International. The IT Service Desk is the 1st line support team in our brand-new office in the heart of Leeds. We cover a wide range of tasks, such as 1st line support and triage over the phone, requests from our IT Service Management tool and walk ups in the office.

We’re the UK team of our Global Service Desk, working alongside our colleagues in America to provide 1st line support to all Markel’s offices globally.

If you’re ready for the challenge with some fun on the way – we look forward to hearing from you!

• Resolves issues surrounding computer hardware, software, network, and telecommunications systems while demonstrating expertise in customer service and technical knowledge
• Must be flexible; this vacancy is for a Monday-Friday core hours position starting between 8-10 and finishing between 4-6
• Receives inbound customer contacts via various channels (phone, chat, web)
• Records, maintains and updates records in the Service Management ticketing system, and follows knowledge database for solving and procedural guidelines
• Routes tickets for issues which cannot be resolved at the service desk (First Call Resolution) to the appropriate resolving groups

• Have working knowledge of help desk software, databases and remote control
• Enthusiastic to find ways to make customers productive
• Passionate about continuously learning and able to quickly adapt and pivot to win in dynamic environment
• Must be flexible and able to manage multiple tasks and priorities on very tight deadlines
• Ability to work independently and in collaboration with others to deliver a high level of success
• Good interpersonal and collaboration skills with the ability to develop, maintain and foster constructive relationships with others
• Dynamic, hard-working and ambitious individual, with excellent oral and written communication skills

• Associates degree or 1 year of relevant experience in a technical field or customer service environment
• Certified Help Desk Professional, MCP, MCSE, A+, or certificate in related field
• ITIL Foundation V3 or V4 Certification a plus

Markel Group (NYSE – MKL) a Fortune 500 company with over 60 offices in 20+ countries, is a holding company for insurance, reinsurance, specialist advisory, and investment operations around the world.

We’re all about people | We win together | We strive for better | We enjoy the everyday | We think further

• A great starting salary plus annual bonus & strong benefits package
• 25 days paid holiday plus Bank Holidays, with the opportunity to buy/sell extra leave
• Fantastic company pension scheme, private medical and dental cover, life assurance, travel insurance cover, income protection, season ticket loan as well as other great benefits on offer
• There are countless opportunities to learn new skills and develop in your career and we can provide the support needed to do just that

Are you ready to play your part? Choose ‘Apply Now’ to fill out our short application, so that we can find out more about you.

Markel celebrates the value of a diverse workforce that brings experience and expertise from a wide variety of backgrounds and life circumstances. We are an equal opportunity employer and value diversity. We do not discriminate on the basis of race, religion, colour, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We will provide reasonable accommodations for applicants and interviewees with disabilities.

Please contact us via email at  or call  to request accommodations.

#Play Your Part UK