Technical Support Analyst

IQUW is a speciality (re)insurer at Lloyd’s (Syndicate 1856) underwriting a diverse range of Property,
Commercial and Speciality (re)insurance products from Cargo and Marine to Political Violence, Terror and War.
We combine data, intelligent automation and human expertise to make smart decisions, fast.
ERS is the UK's largest specialist motor insurer with an A+ rating. We recognise that for some, motor insurance
is more than just a must-have; it's a way of taking care of what stands at the heart of their passion or livelihood.
For those people, standard insurance isn't enough. That's why we work exclusively with motor insurance
brokers to help get under the skin of the most difficult insurance risks, helping build products to meet their
customer’s needs.
The role
As a Colleague Experience Analyst, you’ll play a pivotal role in ensuring exceptional technical support within a
busy customer-facing environment. Your responsibilities will encompass a broad spectrum of client technology,
both onsite and remotely.
Key responsibilities
Technical Support Excellence:
 Provide senior-level technical support for the client desktop environment and associated
software products.
 Address incidents, service requests, and tasks within agreed Organisational Level
Agreements (OLAs).
 Utilise outstanding customer-focused communication skills to own and manage technical
issues, ensuring timely resolution.
Guidance and Mentoring:
 Offer technical guidance and mentorship to the remote support analyst service desk team.
 Foster a collaborative environment where knowledge sharing, and continuous improvement
are key to our success.
Device Management:
 Support and build a variety of devices, including Microsoft Windows devices and Apple
mobile devices.
 Ensure seamless functionality and optimal performance through regular maintenance of
office-based audio-visual kit and MS Teams room devices.
Service Improvement:
 Contribute to nominated initiatives and departmental goals.

30 Fenchurch Street, London, EC3M 3BD T: +44 (0) 203 743 1856 e: hello@iquw.com w:
www.iquw.com
Our cover is underwritten by IQUW (syndicate 1856) at Lloyd’s. The syndicate is managed by Arch Managing Agency Limited which is authorised by the
Prudential Regulation Authority and regulated by the Financial Conduct Authority and Prudential Regulation Authority.
 Continuously enhance software, systems, and client technology to elevate the overall user
experience.
Escalation Management:
 Review and mitigate escalations promptly.
 Escalate relevant matters when necessary to prevent customer dissatisfaction or operational
disruption.
Asset and Knowledge Management:
 Maintain up-to-date asset records within the IT Service Management tool.
 Create technical and end-user knowledge base articles.
 Provide peer and user training, staying abreast of technological advancements.
Policy Adherence:
 Execute policies and processes outlined by departmental management.
 Uphold IQUW values in all interactions, ensuring ethical and professional standards.
Flexibility and Adaptability:
 Be prepared for additional reasonable tasks as required by line management.
 Embrace changing business requirements and adjust responsibilities accordingly.
Essential qualifications, skills and experience
To excel in this role, you should possess the following:
Certification and Experience:
 MCDST certification or equivalent (preferable but not mandatory).
 Demonstrated ability to act as a technical senior within a team.
 ITIL Understanding:
 Essential understanding of ITIL principles (ITIL qualification preferable).
Technical Proficiency:
Expertise in common computing principles and technologies, including:
 PC hardware and software.
 Audio Visual Equipment.
 Printers.
 Networking.
 Microsoft suite.
 Citrix.
 Active Directory.
 Antivirus solutions.
 Microsoft Cloud technologies (Endpoint Manager, Azure).

Desirable behavioural attributes
• Driving & Delivering Results – self-motivated and able to plan, manage and control the
delivery of goals and objectives.
• Planning & Organising – well-organised with demonstrated ability to manage complexity
and multiple interdependent goals and objectives.
• Effective Communication Skills – able to communicate clearly and creatively, and to
motivate others to achieve shared goals and objectives.
• Initiative & Change – Must aspire to a culture of service excellence, always putting the
customer, our people, and our business at the centre of everything we do.
• Team player – Working with operational managers and technical leads towards overall performance
of the IT team.