Infrastructure Support Analyst
Lockton Companies
UK, South East, London
6d ago


Since its foundation in 1966 Lockton has grown to become the world’s largest privately owned insurance broker with revenues in excess of $1.

7bn. Today with more than 7,500 Associates in over 90 offices worldwide, Lockton is a dynamic and innovative organisation that embraces its uncommonly independent status.

We are now seeking individuals who will thrive in this type of atmosphere and in line with the firm’s strategy and continued growth, we are now looking to recruit an Infrastructure Support Analyst to join our dynamic and expanding team.

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

Experience in both strong technical and customer facing skills through having a strong client facing approach with a smart and friendly attitude in a highly strong corporate environment.

You should also have ITIL qualified / 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.

Role 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 meeting room support for various technologies, i.e. Cisco Webex, MS Teams, Team boards, Zoom, Webinars, and others
  • 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 fulfil 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. Rota system in place covering period of 8am-6pm
  • Windows 10
  • MS Office 2016
  • Office 365
  • Citrix Support (Desktop Director)
  • Meeting Room Support (Cisco Webex , Teamboards), AV
  • Remote Support- TeamViewer or other
  • Mobile Phone set up using Air watch / (MDM)
  • Cisco Desk phones with Jabber
  • Secure Printing
  • Windows Bit Locker or equivalent
  • New Starters including desk set-ups
  • Laptop / Desktop support
  • Imaging tools for Laptops / PC’s
  • Exposure to Apple Mac’s
  • Airtwatch mobile MDM
  • Windows File structure Backups
  • Microsoft Exchange
  • AD administration & Group Policies
  • LAN / WAN / WI-FI fundamentals
  • Service Desk Tools for day to day incidents / tasks.
  • VMware
  • Experience in Third party Apps
  • Application Deployment Tools
  • Smart Deploy
  • ITIL Foundation
  • In return Lockton remain committed to recognising and sustainably rewarding Associates empowering you to put your clients and their business first.

    We attract the best professionals to come and work with us who are excited by our unique culture that values respect, ethical, moral and caring approach, in fact our Associates are our greatest asset.

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