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Job description

Job Description:
Service Desk Analyst - 1st Line

These are Service Desk Analyst vacancies working USA hours to support our USA and Hiscox Europe business areas as well as Hiscox UK

Normal hours will be 8 hours per day depending on shift/rota - Preferences to be discussed at interview but we're looking to fulfil the following shift:

1 x 16:00 - 00:00

What does our IT Service Desk do?

You will be part of the front line IT Service Desk team providing support to c3500 Hiscox users across the UK, Europe, Bermuda and North America. You will work in a proactive and co-operative manner to ensure that the responsiveness, effectiveness and quality of the IT Service Desk is as good as it can be and predominantly will provide support to our USA colleagues

This role is located at our York office, however travel to other office locations (UK and international) may be required in the future (post-COVID).

We are looking for you to have the following attributes:

  • A passion for customer service.
  • Confident and effective communication skills, both verbal and written.
  • Comfort working in a highly dynamic, fast-paced and constantly evolving environment.
  • Strong team ethic.
  • A hunger for continuous improvement.
  • A natural talent for seeing the bigger picture and beyond what is in front of them.
  • Confidence in speaking out when required to do so.
  • An interest in technology and a restless desire for continuous learning.
  • Previous service desk / IT experience desirable but not necessary

Within this role we would expect you to:

  • Act as a routine contact point, receiving and handling requests for support from internal business users.
  • Respond to a broad range of support activities by providing information to fulfil requests or enable incident resolution.
  • Provide first line fault investigation and diagnosis, and promptly allocate unresolved issues as appropriate.
  • Assist with the development of standards, and apply these to track, monitor, report, resolve or escalate issues.
  • Assist users in defining their access rights and privileges.
  • Perform security administration tasks and resolve security administration issues.
  • Investigate minor security breaches in accordance with established procedures.
  • Contribute to the creation of support documentation.

Diversity and flexible working at Hiscox

At Hiscox we care about our people. We hire the best people for the job and we're committed to diversity and creating a truly inclusive culture, which we believe drives success. We also understand that working life doesn't always have to be 'nine to five' and we support flexible working wherever we can. No promises, but please chat to our resourcing team about the flexibility we could offer for this role.

You can follow Hiscox on LinkedIn, Glassdoor and Instagram (@HiscoxInsurance)


Person Specification:
Job Sector
Information Technology
Job Position
1st Line Service Desk Analyst
Estimated Salary
York, UK Show on map
Post date
Closing date

How would you fit?

Learn more about Hiscox

Be unique. Be authentic. However you prefer to say it, we really mean it. Our culture embraces people’s diverse perspectives and creates a positive environment where everyone belongs. We’re determined to build a better, more connected world for everyone.

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