Service Analyst - End User

  • Cadogan St, Glasgow G2, UK
  • Full-time
  • Salary: Competitive
  • Department: IT
  • Working Hours: 35

Company Description

Here at esure Group, we’re no strangers to change. As one of the industry leaders in the insurance business, striving to become a world class digital insurer, we’re getting ready for more. It’s creating great new opportunities for innovative and talented industry professionals to join us at a pivotal point in our development.

It’s an opportunity you simply don’t want to miss. You can expect our investment in you to include a highly competitive package, career and development opportunities and flexible benefits built around you and your lifestyle.

Job Description

We are seeking a Service Analyst, reporting to our End User Service Manager, to be a key part of esure's End User Support function. This is a permanent opportunity and will be based at our office in Glasgow.

You will be responsible for providing 2nd line IT support and Service Management to esure Group's end-user community, ensuring issues are resolved within SLA, and liaising with 3rd party IT suppliers when needed.

The day to day:

  • Provide on-site support to end users and VIPs and support the resolution of these issues by 3rd party outsource providers
  • Analyse the problem, identify the issue, understand the impact to the business in order to determine the priority, and establish an approach for its resolution
  • Take steps to restore the functionality of the system.  Where the solution is more complex or requires 3rd party involvement then refer the issue and provide a detailed analysis of the situation
  • Own problems through to their effective and timely resolution whilst mitigating impact to the end-user
  • Manage end-user devices and undertake various planned activities as required, e.g. desk moves, new users, etc., in conjunction with 3rd party outsource providers as required
  • Provide input into projects by interpreting the implications of any projects on the environments under support
  • Contribute to asset management audits and review and action audit reports
  • Produce and maintain technical documentation and user guides for relevant systems
  • Understand business operations and their dependencies on I.T. systems
  • Manage a diverse workload of reactive and proactive tasks with differing priorities in a dynamic environment
  • Manage expectations between the end-user and any 3rd party suppliers involved in resolving issues
  • Communicating technical issues to a non-technical user
  • Prioritising calls by assessing the urgency, business impact and technical nature of the call
  • Peripheral support (including performing basic maintenance) for printers, multi-functional devices and scanners
  • Commission and support of end-user devices such as PCs, Wyse thin-client devices, laptops, mobile phones, smart phones and telephone handsets


We'd love you to bring:

  • Incident Management Systems I.e. Servicenow
  • Enterprise Service Desk
  • Office 365
  • File and Folder Access Management / SharePoint Online
  • Active Directory Administration
  • Antivirus
  • Remote Access Technologies i.e. VPN, RSA
  • Basic Telephony
  • AV equipment such as video conferencing, projectors, smartboards, flat-screen TVs
  • Microsoft productivity software such as Office 2016 or later, Project, Visio, Internet Explorer
  • Thin client/virtual desktop environment
  • Patching network and telephone cables within computer room patch frames and at the end/desk connection point
  • Disaster Recovery support
  • XenApp, XenDesktop, Desktop/Laptop Client, software delivery and packaging environments
  • Exchange Administration


  • ITIL Foundation qualification
  • Windows 2012 Server (or later) housekeeping activities such as backups, user administration, allocation of permissions

Additional Information

What we will offer you in return:

  • A competitive salary that recognises your skills, experience and potential
  • 25 days annual leave plus 8 flex days (equivalent to bank holidays to be taken as and when suits you) 
  • Bonus scheme
  • Flexible working – including hybrid working post covid
  • Staff discount on our products


We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

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