Job Description

Help Desk Analyst

London

Employee:

Reports to

: Emma Griffiths

Direct Reports

:None

Working Arrangements:

Full time, 35 hours per week, hybrid

Who We Ar

e

SiriusPoint is a global (re)insurer writing a worldwide portfolio of businesses including Accident & Health, Liability, Property, and Specialty.


Bermuda-headquartered and listed on the New York Stock Exchange (NYSE: SPNT), we are looking at ways to grow intelligently, underwrite profitably, and drive technology innovation in the insurance industry.


We challenge convention, disrupt the traditional way of doing things, and devise new and better solutions. We strive to be excellent in everything we do, and to continuously build knowledge and learn beyond our current skillsets.


SiriusPoint, London writes across a multitude of lines in global markets such as accident & health, property direct & facultative and binders, casualty treaty and energy insurance. We write through our platforms, Sirius International Managing Agency (SIMA) the managing agent for Sirius Syndicate 1945 at Lloyd's and Sirius International, UK Branch.

Purpose of role

As a

Help Desk Analyst

, you will provide technical support to global colleagues for desktop systems, software, hardware, and network issues. Our dynamic global help desk team challenges you to be a forward thinker in the technology space, drive innovation, and add new skills to your toolbox. You will report to the

Help Desk Manager

, and your responsibilities include:



Provide reliable onsite support in the London SiriusPoint office (Core onsite days Monday - Thursday) Answer, evaluate, and prioritise incoming telephone, email, Virtual Agent and self-service requests for IT assistance from global end-users, addressing IT issues promptly and efficiently with a focus on first-time solutions. Open, track, respond to and monitor tickets daily utilising the ServiceNow help desk tool. Ensure customer satisfaction through proactive updates, frequent contact and escalation where necessary. Configure Windows 11 laptops and Apple iPhone devices, ensuring a seamless onboarding experience. Handle hardware configuration, deployments, and system updates as needed. Troubleshoot network and internet connectivity, including the monitoring of Teams Rooms and hardware. Provide troubleshooting strategies, techniques, accurate documentation, training and instructions to staff and management, including the maintaining of IT assets. Serve as an escalation point for more junior technicians. Occasional overseas travel. Any other IT duties as reasonably required. Perform all duties in line with the FCA Individual Conduct Rules as documented in the Employee Handbook.

Be Yourself

We are building a differentiated culture and approach. We have shared values that drive our behavior and a culture that makes it a fun, exciting, and productive place to work and a great partner to do business with. You should be entrepreneurial, pioneering, open, and yourself.





Your skills and abilities include:

Demonstrated experience in a support service or help desk environment, that focused on a high sense of priority and urgency in resolving complex issues. Excellent interpersonal and communication skills in order to provide exceptional IT support with a strong customer service orientation. The ability to analyse problems, identify root causes and develop proactive and effective solutions with attention to detail. The ability to collaborate effectively with colleagues and other IT teams, sharing knowledge and resolving complex issues. Adaptability and patience when working with non-technical and experienced technical users. Experienced knowledge of MS 365 Admin Center, MS Azure, ServiceNow, Office365 Applications, AD Manager Plus and WiFi/Network troubleshooting.

We Achieve More Together

We value and support the unique voices, backgrounds, lifestyles, and contributions of a diverse global employee base that contributes to our culture every day. Diversity, Equity, Inclusion, and Belonging (DEI&B) is imperative to our success.


We are building an environment that imbeds DEI&B into everything we do and enables us to unlock critical drivers of equality, innovation, and success. We want everyone to be included, valued, respected, and supported to unleash their full potential.