A City based Insurance Company requires a Contract 2nd level Insurance System Support / Helpdesk (ITIL) to work in the Service Desk team of IT / Infrastructure department. It is essential you have 4 years experience and have supported Insurance systems and standard Windows desktop in a technical Help Desk / 1st & 2nd level Support environment. Either General, Personal lines, Commercial lines, Lloyds or Company market underwriting or Broking. Claims knowledge is an advantage. It is essential you are ITIL qualified You must have good experience of Service Desk processes and improving that process and your ITIL background will be used during this contract. 70% of your time support to the existing desktop build and software installed and 30% of your time will be supporting the Insurance systems. Technical skills should include Microsoft Office / XP, IP Networking & SQL. Training can be given in SQL. It is desirable you have any of the following; Linux, Apache, Java, Weblogic, Websphere, MQ Services, Lotus Notes 7/8or IIS The role is also a mix of 2nd level support and some 1st level support. There may be a need to monitor these systems out-of-hours and to ensure any issues are attended to prior to the start of next day’s business.(3 x 8 hours shifts covering 8.00 to 18..00) Role reports to Service Desk Manager Main Accountabilities & Responsibilities Supporting 1400 users across 26 branches inEurope, handling around 100+ calls per month Support of monthly closedown processes and assist in managing releases of upgraded or new bespoke applications through test (UAT) and then to production Support of disaster recovery tests Assist in ensuring all disaster recovery environments are fully maintained to the same levels as production for Desktop and application environments Respond to issues with Applications according to locally set SLAs and manage all changes to Production Applications environments via the Change Advisory Board You will contribute to the day-to-day running of the Service Desk by providing support, maintenance and administration to Desktops, Offshore Citrix provision as well as existing application environments including, but not limited to, applications written in Powerbuilder, Java, Weblogic, Websphere & IIS. You should be a reasonably strong, confident, proactive and positive individual who is an excellent communicator and team player. Strong verbal and written communication and interpersonal skills are essential. People-orientated and be able to articulate themselves at the “front-end” of the business with strong customer service focus and thrive on working in a customer facing environment. Strong analytical / problem solving skills supported by a proven background in the Helpdesk environment and capable of managing own time and allocating it effectively across multiple tasks, giving appropriate priority to business critical issues such as month end processing. Contract will likely run for 6 months.