IT Service Desk Analyst
Possible
Sponsorship likelihood
This job is eligible only on a shortage list
Not disclosed
Salary
Not disclosed by employer
£41,700
Going rate
Skilled Worker going rate
This role likely qualifies for a Skilled Worker visa
SOC 3132 (99% match) is an eligible occupation, with a going rate of £41,700, and Tokio Marine HCC International is a licensed sponsor. That is our reading of the rules. Whether they issue a Certificate of Sponsorship is still their call.
New graduate or PhD holder? Pick one of the lower rates.
What each route needs for this job
| Occupation code | New entrant 70% of going rate | STEM PhD 80% of going rate | Relevant PhD 90% of going rate | Standard rate 100% of going rate |
|---|---|---|---|---|
3132 IT user support technicians Most likely code | £33,400 | £33,400 | £37,500 | £41,700 |
We use the lowest threshold across the plausible codes. Likelihood is Possible at most when the pay clears only a lower rate, or only under a less likely code. How the Home Office picks the code
About the role
Job Title: IT Service Desk Analyst
Reporting to: Service Desk Lead
Location: Bridgend
Position Type: Full Time, primarily office-based, with the possibility of working from home one day per week.
Hours: Shift pattern between 08:00 and 18:00, Monday to Friday, with occasional out-of-hours support
Overview
Why Tokio Marine HCC?
Standing still is not an option in the current world of Insurance. TMHCC is one of the world’s leading Specialty Insurers. With deep expertise in our chosen lines of business, our unparalleled track record and a solid balance sheet, TMHCC evaluates and manages risk like no one else in the industry. Looking beyond profit, empowering our people and delivering on our commitments are at the core of our customer values, along with a desire to grow and provide creative and innovative solutions to our clients.
This role sits within: IT
We are the foundation for TMHCC’s success - enabling the business to grow, compete, and innovate through technology, security, and solution design. From shaping strategy to delivering resilient operations, we ensure every capability is aligned to business value. Our inclusive and collaborative culture empowers everyone to explore ideas, solve meaningful challenges, and build fulfilling careers that make a real impact.
Job Purpose
Provide exceptional 1st line technical support to a user base of approximately 2500. The role holder will collaborate closely with our Desktop Support Team and other 2nd and 3rd line teams to play a pivotal role in incident/request resolution and delivering valuable end-user guidance. The current team operates on a shift pattern between 08:00 – 18:00, Monday to Friday, with occasional out-of-hours support required. The team includes members in London, Bridgend, Leicester, Paris, Luxembourg, Dusseldorf, and Barcelona. This position is primarily office-based, with the possibility of working from home one day a week.
Key Responsibilities
- Efficiently and professionally respond to end-user inquiries via self-service tickets and phone calls.
- Provide remote, technical 1st line support, utilising your skills, knowledge, and experience, as well as consulting our extensive knowledge base and collaborating with the broader IT department.
- Manage assigned ticket queue and monitor shared service desk queues, ensuring tickets are accurately categorised, updated and progressed.
- Adhere to ITIL best practice approaches for Incident, Request, and Problem management processes, aligned with agreed-upon SLAs.
- Collaborate closely with 2nd and 3rd line teams to enhance the 1st line fix rate.
- Build and maintain strong working relationships within TMHCC.
- Create and maintain Knowledge Articles enabling the most efficient resolution of incidents and answering of questions.
- Participate in various IT projects.
- Engage in regular team meetings and training sessions to stay current with the latest technology trends and solutions.
- Uphold TMHCC security policies, procedures, controls, and agreed-upon SLAs.
Skills And Experience Specification
- Experience in a Service Desk environment supporting employees in an ITIL setting.
- Strong knowledge of Active Directory and virtualisation technologies, such as Citrix and Citrix Workspace.
- Experience with video conferencing equipment and software, including Microsoft Teams.
- Ability to prioritise and manage multiple tasks and deadlines effectively.
- Flexibility and adaptability in response to changing priorities and business needs.
- A keen eye for detail and dedication to delivering high-quality results.
- Demonstrable technical support and desktop management expertise, including Windows 7/10, Office 2016, O365, SCCM, AD, Citrix, and more.
- Solid understanding of basic networking principles, such as TCP/IP, DNS, and DHCP.
What We Offer
The Tokio Marine HCC Group of Companies offers a competitive salary and employee benefit package. We are a successful, dynamic organization experiencing rapid growth and are seeking energetic and confident individuals to join our team of professionals.
The Tokio Marine HCC Group of companies is an equal opportunity employer. Please visit www.tmhcc.com for more information about our companies.
This description is the source posting as it read when we added it. We are not affiliated with Tokio Marine HCC International, so check their own site for the current details.
Where this offer sits in the market
IT user support technicians (SOC 3132) · UK · ONS ASHE 2025 · basic pay · ~158k in sample- Middle half £29,172–44,044
- Median £35,360
- Going rate £41,700
- Threshold £41,700
Similar sponsored roles
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Browse more sponsored jobs at Tokio Marine HCC InternationalAbout sponsorship for this role
Does this job guarantee visa sponsorship?
Not necessarily. Tokio Marine HCC International holds a sponsor licence, but sponsorship for a specific hire is always the employer's decision. Be upfront in your application that you'll require it.
What salary is needed for this role to be eligible?
The offer must clear both the general threshold and the SOC 3132 going rate of £41,700. New-entrant and shortage discounts can lower it.