About the job
Who are we?
At Ki Insurance, our innovative approach ensures that we are at the forefront of the insurance industry. From insuring space shuttles to footballers’ legs, our mission is clear: to digitally revolutionize a 335-year-old market. Collaborating with tech giants like Google and UCL, we've developed a cutting-edge platform that leverages algorithms, machine learning, and large language models to provide lightning-fast quotes for insurance brokers.
Proudly recognized as the largest global algorithmic insurance carrier, Ki is the fastest-growing syndicate in the Lloyd's of London market, achieving an impressive $100 million profit within just three years. Our diverse teams, working in an agile, cross-functional environment, are driven by a shared ambition to redefine insurance and enhance our customer experience.
Where you come in?
Are you enthusiastic about delivering exceptional, user-focused service? As our Senior Service Desk Analyst, you will take the lead of the Service Desk team, ensuring seamless and efficient technical support throughout the organization.
In this dynamic role, you will oversee the daily operations of Ki’s service desk while providing first and second-line support. You will manage a dedicated team of 1-2 Service Desk Analysts, orchestrate workload and scheduling, and act as the escalation point for challenging user issues. Notably, you will devote about 60% of your time to directly supporting employees.
What you will be doing
- Oversee daily workload distribution, ticket prioritization, and escalation processes for your team of Service Desk Analysts.
- Monitor ticket backlogs and SLA compliance, assigning tickets based on complexity and team capacity.
- Act as the first point of escalation for intricate or high-priority issues requiring expert judgment.
- Track and report on service desk performance metrics such as ticket volume, SLA adherence, first-contact resolution, and customer satisfaction (CSAT).
- Provide continuous training and development opportunities for your Service Desk Analysts.
- Manage 1st and 2nd line support tickets across all Enterprise IT systems, including M365, Okta, Intune, Slack, Notion, and our ITSM platform.
- Troubleshoot issues with productivity applications like Microsoft 365, Adobe, and Slack.
- Facilitate onboarding for new employees and offboarding for departing staff.
- Participate in major incident responses and conduct post-incident reviews.
- Collaborate with EUC Engineers on device deployments, configurations, and endpoint issues, escalating complex issues as necessary.
Requirements
- Experience in leading or supporting Service Desk Analysts.
- Exceptional prioritization and organizational skills, with the ability to adapt to evolving requirements and workflows.
