1st Line Analyst
Department: IT Operations
Employment Type: Permanent - Full Time
Location: London
Reporting To: Dan Bryan
Description You will be part of the technology team, the engine room of the business, providing bespoke systems that give CFC its competitive advantage in this dynamic marketplace. You will work within our Technology Operations team to provide higher levels of support to our internal and external customers. Your responsibilities include resolving IT Service Desk incidents and requests, ensuring the stable and efficient operation of our IT infrastructure across the entire organization. You will support approximately 1000 employees across the UK, US, and Australia, ensuring the business operates effectively and efficiently, including managing escalation processes from fellow Support Analysts.
About the role In this role, you will:
- Serve as the first point of contact for users seeking technical assistance at the Tech Bar, diagnosing and resolving hardware and software issues on devices such as laptops, desktops, and mobile devices
- Provide support for operating systems, applications, and network-related issues
- Assist users with setting up and configuring IT equipment
- Log and manage incidents and service requests using the IT service management system, escalating complex issues as needed
- Educate users on IT best practices and provide guidance on IT-related queries
- Perform daily checks on meeting rooms, ensuring all AV technologies are functioning correctly and reporting any issues
- Support VIP meetings by ensuring all rooms and equipment are working properly
- Participate in team meetings and contribute to continuous improvement initiatives
- Collaborate with the supervisory team to meet and exceed service level expectations
About you The ideal candidate will have:
- Proven experience in a customer-facing role
- Familiarity with Windows and macOS operating systems
- Knowledge of common software applications and troubleshooting techniques
- Excellent problem-solving and communication skills
- Ability to work independently and as part of a team
- A desire to build a career in a fast-paced insurance environment
Core Values
Love what you do: We approach each day with passion and enthusiasm, making a positive impact on colleagues, customers, brokers, and carriers.
Challenge everything: We question the status quo and strive to improve continuously.
Have fun, be good: We enjoy our work, value diverse viewpoints, and treat everyone with respect.