IT Support Analyst L1

Taking care of people is at the heart of everything we do, and we start by taking care of you, our valued colleague. A career at Sedgwick means experiencing our culture of caring. It means having flexibility and time for all the things that are important to you. It’s an opportunity to do something meaningful, each and every day. It’s having support for your mental, physical, financial and professional needs. It means sharpening your skills and growing your career. And it means working in an environment that celebrates diversity and is fair and inclusive. 

A career at Sedgwick is where passion meets purpose to make a positive impact on the world through the people and organizations we serve. If you are someone who is driven to make a difference, who enjoys a challenge and above all, if you’re someone who cares, there’s a place for you here. Join us and contribute to Sedgwick being a great place to work.

Great Place to Work®
Top 100 Most Loved Workplace® 
Forbes Best-in-State Employer

At Sedgwick you’ll enjoy a fast-paced, but fun environment working in a team with other I.T.
professionals.

In this exciting Service Desk Analyst role your primary duty is to provide IT support services to Sedgwick colleagues, provide system level support of multi-user operations systems, hardware and software tools, including installation, configuration, maintenance and support of these systems.

Key Responsibilities:
 

• Provide first level technical support through phone, email and chat support (if applicable) to resolve technical end-user service and support requests.
• Troubleshoot, and resolve Level 1 and Level 2 issues. Elevate complex and/or high priority problems that cannot be solved to the appropriate support groups for resolution.
• Assist L1's with escalations and technical questions.
• Document troubleshooting and problem resolution steps.
• Follow up with end-users to provide status updates as per service level guidelines (SLAs).
• Perform account management and maintenance for various applications and systems (e.g., creates or modifies user accounts and permissions, and performs password resets).
• Communicate with customers at all levels of technical and non-technical skills sets.
• Follow all standard operating procedures (SOP) through the effective use of Knowledge management.
• Work collaboratively with people across the organization.
• Support for PCs, laptops, printers, cell phones, tablets, etc.
• Support end-users in their use of applications such as Microsoft Office, ERP, CRM, VPN, Citrix, and MDM (mobile device management) including install, modification and repair.

Required Skills and Qualifications:

• Experience working in an IT Service Desk or other customer support role.
• Experience using ITSM Ticketing tools (e.g. Service Now, Remedy) or similar ticketing systems to manage and track incidents.
• Working knowledge of Windows operating systems, Microsoft 365 Copilot, networks, databases and network security concepts and tools is required.
• Preferred, not required: Associate's (or equivalent) degree in Computer Science or Information Technology from a technical school.
• Preferred, not required: Certification in relevant IT products/technologies (Examples, CompTIA (A+, Network +, Server+ and Security+ certifications and/or Microsoft Certified IT Professional (MCITP)).
• Active Directory, and Exchange preferred.
• Solid analytical/cognitive skills to troubleshoot complex and technical problems.
• Ability to coordinate and prioritize multiple tasks simultaneously while maintaining attention to detail and quality.
• Able to communicate effectively in English both written and verbally, with key stakeholders, leadership, partners, team members, other organizations, and customers.
• Cultural sensitivity and adaptability to interact with international customers from diverse backgrounds.
• Demonstrated capability to achieve results under pressure in a fast-paced client driven environment.
• Strong desire and enthusiasm to serve customers.

Benefits:

• Bike to Work Scheme
• Tax Saver Travel Scheme
• Gym Discounted Membership
• Montessori Creche Discounted
• EAP – Employee Assistance Programme
• Health Insurance Scheme
• Life Cover
• PHI – Permanent Health Insurance
• Exams & Professional Membership Fees
• Professional and personal development opportunities

Sedgwick is an Equal Opportunity Employer.

The statements contained in this document are intended to describe the general nature and level of work being performed by a colleague assigned to this description. They are not intended to constitute a comprehensive list of functions, duties, or local variances. Sedgwick retains the discretion to add or to change the duties of the position at any time.