Job Description

Who are we? 👋

Look at the latest headlines and you will see something Ki insures. Think space shuttles, world tours, wind farms, and even footballers’ legs.

Ki’s mission is simple. Digitally transform and revolutionise a 335-year-old market. Working with Google and UCL, Ki has created a platform that uses algorithms, machine learning and large language models to give insurance brokers quotes in seconds, rather than days.

Ki is proudly the biggest global algorithmic insurance carrier. It’s the fastest growing syndicate in the Lloyd's of London market, and the first ever to make $100m in profit in 3 years.

Ki’s teams have varied backgrounds and work together in an agile, cross-functional way to build the very best experience for its customers. Ki has big ambitions but needs more excellent minds to challenge the status-quo and help it reach new horizons.

Where you come in?

Are you passionate about delivering a high-quality user-centric service? As a Senior Service Desk Analyst, you will lead the Service Desk team, ensuring the smooth and efficient delivery of technical support across the organisation.

As the Senior Service Desk Analyst, you’ll be responsible for running Ki’s service desk operations on a day-to-day basis, whilst remaining 1st and 2nd line support. You will manage a small team of 1-2 Service Desk Analysts, coordinate workload and scheduling, and serve as the point of escalation for complex user issues—all while spending 60% of your time providing direct support to employees.

What you will be doing🖊️

• Manage daily workload distribution, ticket prioritisation, and escalation for 1-2 Service Desk Analysts
• Monitor ticket backlog, SLA compliance, and assign tickets based on complexity and workload
• Serve as first point of escalation for complex or high-priority issues requiring senior judgment
• Track and report on service desk performance (ticket volume, SLA compliance, first-contact resolution, CSAT)
• Provide ongoing training and development for the 1-2 Service Desk Analysts
• Handle 1st and 2nd line support tickets across all Enterprise IT systems (M365, Okta, Intune, Slack, Notion, ITSM platform)
• Troubleshoot issues with productivity applications (Microsoft 365, Adobe, Slack, Notion, etc.)
• Support new joiner onboarding and leaver offboarding workflows
• Participate in major incident response and post-incident reviews
• Escalate complex issues to EUC Engineers or Senior Manager when requires a s well as coordinating with EUC Engineers on device deployments, configurations, and endpoint issues

Requirements

• Previously led or supported Service Desks Analysts
• Effective prioritisation and organisational skills, and an ability to adapt to changing requirements and work within a team.
• A user-first approach, with a strong customer service skillset
• Previous experience in a similar Service Desk or IT Support role
• Proficient in Microsoft 365 administration and support
• Experience with Windows and macOS desktop environments
• Familiar with ITSM tools such as Freshservice for ticketing and incident management
• Basic understanding of Entra ID (Azure Active Directory)
• Experience with Microsoft Intune for device and endpoint management
• Working knowledge of networking fundamentals (e.g., TCP/IP, DNS, DHCP)
• ITIL Knowledge and familiarity with incident, request and change processes

Benefits

You’ll get a highly competitive remuneration and benefits package. This is kept under constant review to make sure it stays relevant. We understand the power of saying thank you and take time to acknowledge and reward extraordinary effort by teams or individuals.

What to expect during the recruitment process:

1. Initial recruiter screening call
2. Interview with hiring manager
3. Technical Interview (this may vary depending on the role)
4. Final Interview