Service Desk Analyst

About the companySteamship Mutual is a P&I insurance company, with 240 employees worldwide. The Steamship Cyprus office is located at the Vashiotis Ikos Centre in Limassol. Overall Job Purpose:   The analyst plays a crucial role in maintaining the efficiency and functionality of IT services within the company, you will be providing predominately first and second-line technical support onsite at the Steamship Cyprus office and be on an IT Service Desk to support Steamship Greece office staff along with the main London Support team, as well as being responsible for daily IT Operational requirements. RequirementsKey Responsibilities:

Technical Support  Provide up to second line technical support to Cyprus and Greece users via email, phone and in person.   Troubleshoot and resolve hardware, software, and network related issues.    Ensure excellent customer service and communication throughout the support process.     Proactively follow up with users upon resolution to confirm the issue has been satisfactorily addressed.   Daily handover of tasks from and to London Service Desk team  Incident Management  Log, track and manage incidents, service requests and alerts using a ticketing system.   Prioritise and escalate more complex issues promptly and when necessary.

  Ensure timely resolution of assigned incidents to minimise disruption or downtime.   Maintain and manage assigned call queue to a high standard, prioritising and regularly reviewing tickets.    Operational Primary technical contact for local IT suppliers Responsible for ongoing patch management of corporate servers Daily operational checks and versioning Deployment of new software versions and hardware as required Routine system maintenance checks, updates and backups to ensure service continuity.   Ensure procedures and best practices are adhered to and kept up to date.    Person Specification: Experienced with incident management and problem management.   Expertise of Windows 10/11 desktop support Experience of Microsoft 365 applications.

  Proficiency with Active Directory and Azure Active Directory Networking knowledge and experience.   Good general understanding of IT infrastructure.   Problem solving and critical thinking to handle and resolve more complex technical issues Exceptional customer service skills, with strong communication and interpersonal abilities.   Excellent written and spoken English and Greek DesirableBachelor's degree in information technology, Computer Science, or a related field.  Industry certifications such as Microsoft and CompTIA.  ITIL v3/v4 Foundation Certification, and/or working a structured ITIL environment.   Intune build deployments and Autopilot enrolment.   Experience with a Service Desk ticketing system BenefitsWhat you will get:

Joining our collaborative, supportive and friendly working environment, you will enjoy a rewarding career with the opportunity to build on your existing skills and knowledge We offer great work life balance initiatives, including competitive hybrid working policy Clear and transparent career pathway - offering you continued support with enhancing your skills and creating employment development opportunities We offer free educational access to the Protection & Indemnity Qualification, created by the International Group of P&I Clubs An attractive benefits package which includes private healthcare We also provide competitive health subsidy, and access to our comprehensive wellbeing and savings programme throughout the year, to create an environment that supports everyone's mental and physical health Company ValuesMutuality - ensuring fairness amongst Club Members.

Integrity - upholding high ethical, legal, and regulatory standards. Safety and Sustainability - contributing to safety of life at sea and the preservation of the environment. Transparency - building strong relationships based on trust and open communication. Excellence - enabling our people to realise their full potential as team members, industry experts, leaders, and managers. Collaborative - embracing flexibility, diversity, and inclusivity. **Steamship Insurance Management Services Ltd is committed to providing a great service to all our members.

We pride ourselves on offering a people-centred culture that provides mutual respect and support for all our staff and we welcome and encourage you to apply**