Service Desk Analyst

Who are we? 👋

Look at the latest headlines and you will see something Ki insures. Think space shuttles, world tours, wind farms, and even footballers’ legs.

Ki’s mission is simple. Digitally transform and revolutionise a 335-year-old market. Working with Google and UCL, Ki has created a platform that uses algorithms, machine learning and large language models to give insurance brokers quotes in seconds, rather than days.

Ki is proudly the biggest global algorithmic insurance carrier. It’s the fastest growing syndicate in the Lloyd's of London market, and the first ever to make $100m in profit in 3 years.

Ki’s teams have varied backgrounds and work together in an agile, cross-functional way to build the very best experience for its customers. Ki has big ambitions but needs more excellent minds to challenge the status-quo and help it reach new horizons.

Where you come in?

Are you passionate about delivering a high-quality user-centric service? As a Service Desk Analyst, you will be an essential part of the Service Desk team, ensuring the smooth and efficient delivery of technical support across the organisation. You’ll be responsible for logging and resolving incidents and service requests, providing first-line support with accuracy and professionalism, and maintaining a strong focus on customer satisfaction.

This hands-on role blends technical troubleshooting, problem-solving, and service management awareness in a fast-paced environment. You’ll contribute to knowledge management by using and updating internal documentation and promoting self-service tools to users. Working closely with experienced colleagues, you’ll have the opportunity to develop your skills, share insights, and help shape a responsive, user-focused Service Desk function.

What you will be doing🖊️

• Incident & Request Resolution: Log, triage, and resolve service requests and incidents within SLAs, escalating when needed
• Colleague Support: Act as the first point of contact, delivering clear, empathetic, and timely guidance to ensure smooth resolution
• Process Adherence: Follow ITIL‑aligned procedures, maintain accurate ticket records, and contribute to continual service improvement
• Knowledge Management: Create and update knowledge base articles, FAQs, and guides to support team learning and repeatability
• Collaboration: Partner with internal teams and external vendors to resolve escalations and ensure a consistent support experience
• Professional Development: Take ownership of growth through training, certifications, and staying current with emerging technologies

Requirements:
• Previous experience in a similar Service Desk or IT Support role
• Proficient in Microsoft 365 administration and support
• Experience with Windows and macOS desktop environments
• Familiar with ITSM tools such as Freshservice for ticketing and incident management
• Basic understanding of Entra ID (Azure Active Directory)
• Experience with Microsoft Intune for device and endpoint management
• Working knowledge of networking fundamentals (e.g., TCP/IP, DNS, DHCP)
• ITIL Knowledge and familiarity with incident, request and change processes
• Technical Support and experience in resolving issues across devices, apps and access systems
• Strong communicator with a customer first and user-first mindset and a collaborative team player
• Clear communicator with the ability to write clear ticket notes that contribute to knowledge base content
• Focused on delivering great colleague experiences in a fast-paced setting
• Understands reporting and uses data to improve support and services

Benefits:
You’ll get a highly competitive remuneration and benefits package. This is kept under constant review to make sure it stays relevant. We understand the power of saying thank you and take time to acknowledge and reward extraordinary effort by teams or individuals.

What to expect during the recruitment process:

• Initial recruiter screening call
• Interview with hiring manager
• Technical Interview (this may vary depending on the role)
• Final Interview