IT & Support Analyst

at  Wrisk

WE ARE A DYNAMIC AND INNOVATIVE INSURETECH SCALE-UP BASED IN LONDON, COMMITTED TO REVOLUTIONISING THE INSURANCE INDUSTRY THROUGH CUTTING-EDGE TECHNOLOGY AND A CUSTOMER-CENTRIC APPROACH. WITH A FOCUS ON INTERNATIONAL GROWTH, WE ARE SEEKING A HIGHLY SKILLED AND VISIONARY SUPPORT ANALYST TO SUPPORT OUR TECHNOLOGY INITIATIVES.

The role will be two-fold. We are looking for an organised, detail focussed, and responsible Engineer to join our support team to help triage issues logged into our support desk, route them to the appropriate teams for resolution, and help create a knowledge base of solutions to commonly encountered issues within the team.
Where issues are technology based, this role will help resolve hardware issues within our business including first line IT technical support, resolving hardware issues, networking, and cloud operations.

Here’s what your new role will look like:

• First line response to inbound queries across the business and contact centre, performing root cause analysis and ensuring SLAs are adhered to
• Great communication across all levels of the business, fully understanding issues and working closely with peers to identify appropriate solutions in both the short / long term
• You will provide a coordinated, consistent and effective 1st Line IT technical support in a mixed Apple/Google environment to end users, resolving problems and issues in-line with documented procedures, and working with hardware providers where necessary
• You will be logging and categorising customer interactions concisely and efficiently, while taking ownership and following these up to completion, feeding back to users through completion and monitoring of resolution

REQUIREMENTS

• Experience in an SLA driven, ticketed Service Desk or 1st / 2nd Line role
• Excellent communication skills including cross functional collaborative skills
• Experience of documenting and applying processes and procedures
• Experience of building and maintaining excellent relationships with customers
• IT troubleshooting skills
• Delivering a consistent first-class service to customer
• Experience of working in a user support role
• Excellent customer service skills
• Strong personal organisational skills
• Self-motivated with the ability to multi- task and prioritise workload
• Flexible approach to work with the ability to adapt to change
• Time management - this role may require out of hours work, and self time management will be important
• Problem solving mindset
• Logical and proactive approach.
• Exposure and knowledge of different Google Workspace products
• MacOS deployment with a cloud based MDM provider
• ChromeOS deployment
• Cloud server vendors
• Proficiency in the understanding of cyber security in an enterprise environment
• Strong understanding of network protocols
• Ability to demonstrate implementation of wifi networks
• Hardware installation and maintenance / Network Infrastructure experience
• Demonstrated ability to troubleshoot and resolve network connectivity issues

• First line response to inbound queries across the business and contact centre, performing root cause analysis and ensuring SLAs are adhered to
• Great communication across all levels of the business, fully understanding issues and working closely with peers to identify appropriate solutions in both the short / long term
• You will provide a coordinated, consistent and effective 1st Line IT technical support in a mixed Apple/Google environment to end users, resolving problems and issues in-line with documented procedures, and working with hardware providers where necessary
• You will be logging and categorising customer interactions concisely and efficiently, while taking ownership and following these up to completion, feeding back to users through completion and monitoring of resolutio