IT Analyst

We have a fantastic opportunity for an enthusiastic and innovative individual to kick start their IT career in a fast-paced environment within the insurance industry. The role is based in our London office on a permanent basis.

The role will involve providing first-line technical support to employees and other authorised users globally. Additional responsibilities include receiving and recording support requests, resolving routine technical problems, keeping users informed and escalating issues that require greater technical knowledge or authority., 1. Provide Effective First-Line Support

Act as the first point of contact for IT incidents and service requests received by telephone, email, support portal, remote session or in person.

• Establish the nature and impact of the issue.
• Provide clear and practical assistance.
• Resolve routine hardware, software, account and connectivity problems.
• Confirm that the user can continue working before closing the request.
• Seek guidance where the issue is outside their knowledge or authority.

1. Maintain Ownership of Support Requests

Manage assigned tickets from initial report through to resolution, escalation or formal handover.

• Record accurate details of the issue.
• Apply the correct ticket category and priority.
• Document checks, actions and outcomes.
• Keep users informed of progress and delays.
• Follow up outstanding actions.
• Ensure every ticket has a clear owner and next step.

1. Diagnose and Resolve Routine Incidents

Use approved procedures, support tools and knowledge resources to investigate technical problems.

• Password resets and locked accounts.
• Email and Microsoft 365 issues.
• Printer and peripheral faults.
• Desktop and laptop problems.
• Wi-Fi and basic network connectivity.
• Software installation and updates.
• Remote-working and VPN access.
• Mobile device setup.
• Antivirus notifications.
• Common business application issues.

1. Administer User Accounts and Access

Complete authorised account and access-management tasks in accordance with company procedures.

• Create, amend and disable user accounts.
• Reset passwords and unlock accounts.
• Verify identity before making security-sensitive changes.
• Apply permissions subject to receipt of authorisation.
• Report unusual or inappropriate access requests.
• Protect confidential account information.

1. Prepare and Maintain IT Equipment

Support the setup, allocation, return and maintenance of workplace technology.

• Configure laptops, desktops, monitors, telephones and peripherals.
• Install approved software.
• Apply standard settings and updates.
• Carry out basic checks and maintenance.
• Record asset numbers, assigned users and equipment locations.
• Report missing, damaged or insecure equipment.
• Support secure disposal or reuse.

1. Protect Information and Systems

Follow all information-security, data-protection and acceptable-use requirements.

• Protect passwords, administrator credentials and support tools.
• Confirm identity before changing access or account details.
• Recognise and report suspected phishing, malware or unauthorised activity.
• Escalate possible personal-data breaches immediately.
• Avoid unnecessary access to user files, messages or confidential information.
• Keep devices and work areas secure.

1. Maintain Useful Documentation

Create and maintain clear records of incidents, solutions and procedures.

• Write accurate ticket notes.
• Update support guides.
• Record repeatable solutions in the knowledge base.
• Maintain configuration and setup information.
• Highlight recurring issues.
• Share useful technical information with colleagues.

1. Deliver Professional Customer Service

Demonstrate professionalism and patience when supporting users, treating them with respect.

• Listen carefully to the user’s concerns.
• Explain technical matters in understandable language.
• Manage expectations honestly.
• Remain calm when dealing with urgent or frustrated users.
• Consider the operational effect of each incident.

1. Contribute to the IT Team

Work constructively with colleagues, suppliers and other departments.

• Share relevant information.
• Participate in team meetings.
• Provide clear handovers documenting required next steps.
• Assist with planned maintenance, equipment rollouts and improvement projects.
• Raise concerns early when workload, knowledge or circumstances may affect delivery.
• Support colleagues where reasonably able.

The successful candidate will have the opportunity to complete an IT apprenticeship which encompasses a blended learning experience, including the opportunity to gain a variety of on-the-job training, whilst also working towards an industry recognised professional qualification. The successful candidate will have excellent attention to detail, be able to build productive working relationships and be keen to develop their skillset., * Genuine interest in computers and technology.

• Willingness to learn.
• Clear written and verbal communication.
• Self-motivated, conscientious, methodical, and organised.
• Ability to follow instructions and procedures.
• Methodical approach to problem-solving.
• Ability to maintain accurate records.
• Awareness of confidentiality and security.
• Willingness to take ownership of assigned work.
• Ability to recognise when help is required.

Desirable

• Basic knowledge of Microsoft Windows.
• Familiarity with Microsoft 365.
• Experience setting up computers, software or mobile devices.
• Basic understanding of networks, Wi-Fi and internet connectivity.
• Experience helping others with technical problems.
• Relevant school, college or personal IT projects.

On a mission to reinvigorate broking. Oneglobal is a commercial insurance and reinsurance broker set up with the singular focus of improving the way in which businesses around the world manage risk via insurance., Our clients are at the forefront of everything we do. As an employee of Oneglobal your contributions matter and drive us towards our ambitious plans for the future. We believe our open working culture will see passionate and enthusiastic people join us to grow the business together and enable us to become an employer of choice.