LOCKTON vacancy search engine

Infrastructure Support Analyst

Job details

General information



Vacancy location


UK, South East, London

Vacancy details


Lockton is the largest global independently owned insurance broker in the world, with an enviable record of growth over the last few years. We deal with both retail and wholesale clients and operate a culture that is unique, emanating from the entrepreneurial spirit of their senior management and the flat structure in which the organisation operates.

The business has achieved significant success in recent years with strong organic growth and positive client and employee feedback. The internal culture of the organisation is recognised as a key differentiator and the quality of service delivery is highly rated by our clients.

As a member of the Infrastructure team you will participate in all areas of second/third line user support for all installed systems.

You should have also be ITILqualified/experience and have undertaken a Windows Installation/Hardware Refresh projects and be able to work in a fast paced in-house support team who provide technical support across the business.

As a Support Analyst you will be responsible for ensuring that end users are receiving the appropriate assistance. This includes the responsibility of all procedures related to the identification, prioritisation, and resolution of end user requests and incidents, including the monitoring, tracking, and coordination of all support functions.

You should have detailed knowledge and understanding of Incident, Problem and Service Request management processes. You should also have solid experience in IT Service Desk environment and working in a technical customer facing role.

This also includes experience in managing and liaising with third party contractors and vendors.

Key Skills Essential

Windows 10
Office 2016
Citrix Support (Desktop Director)
AV Support

Key Skills (Optional)

Bit Locker
USB Encryption
Symantec Antivirus
Surface Pro’s support
Laptop/Desktop support
Exposure to MAC’s
Airwatch mobile MDM

Key Tasks and Responsibilities:

Installation of new equipment.
Log Incidents/ Service Requests/ Problems /Changes using the Service desk software.
Complete service desk workload in accordance with Technology SLA’S and procedures, escalating any outside your skill set.
Assist in day to day Infrastructure tasks.
Ensure daily tasks carried out effectively and responsibly, to agreed service levels, escalating any failures.
Provide cover for other team members and ad hoc duties when requested by Management.
Deliver a continuous high level of customer service- 'We live Service'.
Log into the call centre on arrival, logout at the end of the day.
Support for printing fleet of HP and Xerox printers using Safecom


Candidate Profile

  • Understanding the general and legal principles applicable to insurance.
  • Working knowledge of the computer desktop software provided by Lockton.
  • Understanding of and adherence to Lockton standards and procedures.
  • Ability to build and maintain good business relationships and influence outcomes where appropriate.
  • Ability to communicate effectively and professionally both verbally and in writing.
  • Ability to manage time, prioritise and ensure that deadlines are met without compromising quality.
  • Analytical and problem-solving skills, including research and investigation and product evaluation.
  • Effective delegation and capacity to escalate as appropriate.
  • Knowledge of the resources available within Lockton and how to source such services.
  • Work in support of other team colleagues.
  • Show a flexible approach to change.
    Ability to achieve set individual and team goals and objectives.
  • Adopt right first time approach.
  • Relevant technical IT expertise to fulfill assigned tasks & responsibilities.
  • Ability to advise and coach Associates in the use of Lockton IT systems.
  • Understanding of IT change control and impact analysis protocols.
    Flexible working hours when required.