Junior Service Desk Analyst at Monument Re Group

Douglas, , Isle of Man -

Full Time

Start Date

Immediate

Expiry Date

14 Oct, 26

Salary

0.0

Posted On

16 Jul, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

First-line IT Support, Incident Management, Service Request Management, ServiceNow, ITSM, Microsoft 365, Outlook, Hardware Deployment, Asset Management, Customer Service, Triage, ITIL

Industry

Insurance

Description

About the role To provide first-line IT support to Monument Group user community, ensuring timely resolution of incidents and service requests in line with defined service levels. The role operates under the direction and supervision of a Senior Service Desk Analyst and contributes to the effective delivery of IT services within the Service Delivery function, while developing technical capability and experience. Responsibilities Service Desk Operations Provide 1st line support, acting as the initial point of contact for all IT incidents and service requests. Perform triage and initial diagnosis, resolving standard issues and escalating appropriately where required. Ensure all tickets are logged, categorised, prioritised, and updated in ServiceNow (system of record) in line with ITSM standards. Incident & Request Management Manage assigned incidents and service requests in accordance with SLAs and internal policies. Escalate unresolved or complex issues to Senior Service Desk Analysts or 2nd line teams within agreed timeframes. Keep end users informed of progress and expected resolution times. End User Support Provide support for standard business applications (e.g. Microsoft 365, Outlook, collaboration tools). Support onboarding and offboarding activities strictly in line with approved requests and controls. Assist with hardware setup and deployment (laptops, mobiles, peripherals) under supervision. Asset & Inventory Support Support asset management processes by accurately recording issuance, movement, and return of assets. Maintain data accuracy in asset registers and stock records. Continuous Development Actively develop technical knowledge and service management skills through structured learning. Take direction and feedback from senior team members to improve capability and performance. Role Boundaries Works under supervision for all non-standard or higher-risk activities initially All escalations must follow defined escalation paths Role Requirements Basic understanding of IT service management principles (ITIL awareness desirable) Strong customer service orientation and communication skills Ability to follow structured processes and documented procedures Demonstrates accountability, attention to detail, and willingness to learn Location Isle of Man Closing Date 31.07.2026 Equal Opportunities Statement Monument Group are an equal opportunity employer Email: careers@monumentregroup.com About us https://www.monumentregroup.com/about-monument-re/

Responsibilities

Provide first-line IT support by diagnosing and resolving incidents and service requests for the user community. Manage ticket logging in ServiceNow and assist with hardware deployment and asset inventory management.