Overview

About us

Starr is a global insurance and investment organisation providing property and casualty insurance solutions to business and industry. Starr has grown into one of the world's fastest-expanding insurance organisations, writing business in 128 countries across six continents. Our talented and experienced associates manage risk and ultimately support the profitable growth of organisations in a dynamic, competitive and ever-changing marketplace. Join us and become part of our talented and passionate workforce.

Role Purpose

As an IT Support Analyst, you'll play a pivotal role in ensuring exceptional technical support within a busy customer-facing environment. Your responsibilities will encompass a broad spectrum of client technology, both onsite and remotely.

Key Responsibilities

Technical Support Excellence:

• Provide senior-level technical support for the client desktop environment and associated software products.
• Address incidents, service requests, and tasks within agreed Organisational Level Agreements (OLAs).
• Utilise outstanding customer-focused communication skills to own and manage technical issues, ensuring timely resolution.

Guidance and Mentoring:

• Offer technical guidance and mentorship to the remote support analyst service desk team.
• Foster a collaborative environment where knowledge sharing, and continuous improvement are key to our success.

Device Management:

• Support and build a variety of devices, including Microsoft Windows devices and Apple mobile devices.
• Ensure seamless functionality and optimal performance through regular maintenance of office-based audio-visual kit and MS Teams room devices.

Service Improvement:

• Contribute to nominated initiatives and departmental goals.
• Continuously enhance software, systems, and client technology to elevate the overall user experience.

Escalation Management:

• Review and mitigate escalations promptly.
• Escalate relevant matters when necessary to prevent customer dissatisfaction or operational disruption.

Asset and Knowledge Management:

• Maintain up-to-date asset records within the IT Service Management tool.
• Create technical and end-user knowledge base articles.
• Provide peer and user training, staying abreast of technological advancements.

Policy Adherence:

• Execute policies and processes outlined by departmental management.
• Uphold IQUW values in all interactions, ensuring ethical and professional standards.

Flexibility and Adaptability:

• Be prepared for additional reasonable tasks as required by line management.
• Embrace changing business requirements and adjust responsibilities accordingly.

The above duties and responsibilities are not an exhaustive list, and you may be required to undertake other reasonable duties compatible with your experience and competencies. This description may be varied from time to time to reflect changing business requirements.

Qualifications, skills and experience

Certification and Experience:

• MCDST certification or equivalent (preferable but not mandatory).
• Demonstrated ability to act as a technical senior within a team.
• ITIL Understanding:
• Essential understanding of ITIL principles (ITIL qualification preferable).

Expertise in common computing principles and technologies, including:

• PC hardware and software.
• Audio Visual Equipment.
• Microsoft suite.
• Active Directory.
• Antivirus solutions.
• Microsoft Cloud technologies (Endpoint Manager, Azure).

Core behavioural competencies

• Innovation and problem solving
• Strategic perspective
• Relationships
• Communication and influence
• Development of self and others
• Resilience and adaptability

Additional Information

• A full job description can be seen here

Starr is an equal opportunity employer, which means we will consider all suitably qualified applicants regardless of gender identity or expression, ethnic origin, nationality, religion or beliefs, age, sexual orientation, disability status or any other protected characteristic. We recruit and develop our people based on merit and we're committed to creating an inclusive environment for all employees. We offer first class training and development opportunities to all employees. Our aim is to grow our own talent and bring out the best in people.