Service Desk Analyst, Ki
2+ days a week in office
Algorithmically driven speciality insurance provider
Open for applications
Algorithmically driven speciality insurance provider
201-500 employees
Open for applications
2+ days a week in office
201-500 employees
Company mission
To digitise the entire follow market, offering multiple capacity quotes all at once, all in one place.
Role
Who you are
- 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
- Technical Support and experience in resolving issues across devices, apps and access systems
- Strong communicator with a customer first and user-first mindset and a collaborative team player
- Clear communicator with the ability to write clear ticket notes that contribute to knowledge base content
- Focused on delivering great colleague experiences in a fast-paced setting
- Understands reporting and uses data to improve support and services
What the job involves
- Are you passionate about delivering a high-quality user-centric service? As a Service Desk Analyst, you will be an essential part of the Service Desk team, ensuring the smooth and efficient delivery of technical support across the organisation
- You’ll be responsible for logging and resolving incidents and service requests, providing first-line support with accuracy and professionalism, and maintaining a strong focus on customer satisfaction
- This hands-on role blends technical troubleshooting, problem-solving, and service management awareness in a fast-paced environment
- You’ll contribute to knowledge management by using and updating internal documentation and promoting self-service tools to users
- Working closely with experienced colleagues, you’ll have the opportunity to develop your skills, share insights, and help shape a responsive, user-focused Service Desk function
- Incident & Request Resolution: Log, triage, and resolve service requests and incidents within SLAs, escalating when needed
- Colleague Support: Act as the first point of contact, delivering clear, empathetic, and timely guidance to ensure smooth resolution
- Process Adherence: Follow ITIL‑aligned procedures, maintain accurate ticket records, and contribute to continual service improvement
- Knowledge Management: Create and update knowledge base articles, FAQs, and guides to support team learning and repeatability
- Collaboration: Partner with internal teams and external vendors to resolve escalations and ensure a consistent support experience
- Professional Development: Take ownership of growth through training, certifications, and staying current with emerging technologies
Application process
- Initial recruiter screening call
- Interview with hiring manager
- Technical Interview (this may vary depending on the role)
- Values Interview
Salary benchmarks
Our take
Ki is an insurance provider looking to revolutionise the commercial insurance sector. It is entirely digital driven by algorithms, setting risk parameters and managing claims and exposure. It offers instant, on-demand access for users and clients, designed specifically with brokers in mind to evaluate policies and quotes using a platform optimised for efficiency and responsiveness. As part of this, Ki promises to follow leader's terms and always offers an instant line.
Ki is a Lloyd's of London syndicate for providing capital and accepting insurance risks, and was built as a collaboration between Google and specialised insurer Brit. It claims to offer the fastest route for brokers to receive a quote for their clients on the Lloyd's market.
Now the company is closing out a big chapter with a bold step forward. After separating from Brit, Ki is now ready to operate as its own company within the Fairfax Group and it has also teamed up with QBE to boost capacity across 11 major business lines, so brokers have even more access to quality cover through its digital platform.
Freddie
Company Specialist at Welcome to the Jungle
Insights
69% employee growth in 12 months
Company
Funding (1 round)
Sep 2020
$500m
GROWTH EQUITY VC
Total funding: $500m
Company benefits
- ⛱️ You'll get 27 days of holiday a year to start with—and if you’re craving a bit more downtime, you can top it up to 30 days by buying a few extra days off
- 🛐 Flexible Bank Holidays: Got a special cultural or religious day you want to celebrate? We've got your back with eight Cultural and Diversity days—you can use these instead of the usual UK bank holidays. It’s all about honouring what’s important to you
- 🏡 Flexible working: We’re all about flexibility! We’ve got a 50/50 hybrid approach—spend 2 to 3 days a week in our Leadenhall Building office in the heart of London, and work from home the rest of the time. It’s the best of both worlds!
- 🍼 For enhanced maternity leave, we offer up to 26 weeks of full pay. Shared parental and adoption leave is also available, ensuring you’re supported every step of the way as your family grows
- 💙 We’ve got your health covered with private medical insurance including pre-existing conditions, access to a virtual GP service and dental cover
- 🛡️ We’ve got you covered with income protection, giving you peace of mind if the unexpected ever happens
- 💰 Our non-contributory pension scheme means we invest in your future—no need for you to chip in!
- 🌿 Mental health: Our Employee Assistance Programme gives you access to a free, 24-hour confidential counselling service—there whenever you need a little extra support
- 📈 Through our ESOP, you’ll have the chance to invest in Fairfax, our parent company, and share in its growth
- ❣️ You can take up to 2 extra days off each year to volunteer with our amazing community partners—it’s a chance to give back and make a difference!
- 🎗️ We love supporting your charitable efforts! The company will match the money you personally raise for a registered charity, as long as you hit a minimum of £100
- 🪴 We’re serious about growth! Each department gets its own Learning & Development budget to help you level up your skills and thrive
- 🚃 Season ticket loan: Make your commute easier with an interest-free season ticket loan. The cost is covered upfront, and you’ll repay it in manageable instalments straight from your salary
- 🚲 Save money and stay active with our Cycle to Work scheme—making it easier to grab a bike and enjoy a greener commute!
- 🏆 We love celebrating wins! We have various ways to recognise and celebrate successes, shining a spotlight on all the remarkable things our teams achieve
- 🎉 We love bringing people together! From regular social events to team activities, there’s always something happening to foster connection and collaboration
Company values
- Know your customer: Put yourself in their shoes. Understand and balance the different needs of our customers, acting with integrity and empathy to create something excellent
- Grow together: Empower each other to succeed. Recognize the work of our teams, while celebrating individual success. Embrace diverse perspectives so we can develop and grow together
- Be courageous: Think big, push boundaries. Don’t be afraid to fail because that’s how we learn. Test, adapt, improve - always strive to be better
Company HQ
City of London, London, UK
Articles
Leadership
Mark Allan
(CEO)Previously a Non Executive Director for Simply Business and comparethemarket. Currently a Director at Sussex Capital and Executive Director at Brit Insurance.
Anita Woods
(Director of Product)Anita leads Product Management and User Experience, shaping our product roadmap. She began at Amazon and Google, then spent 10 years driving product growth at VC-backed start-ups and scale-ups
Kelly Madeley
(Director of People)Kelly fosters a dynamic culture at Ki, helping the team excel. With deep leadership experience in FS and Insurance, she has driven impactful transformations and strategic growth throughout her career.
Alan Tua
(Managing Director, Technology)Alan is Technology MD at Ki Insurance, overseeing its tech estate and driving innovation.
People progressing
Tim joined Ki as a Product Manager, quickly moved up to Senior PM and now leading the way as a Lead Product Manager, all in just a couple of years! 🚀
Sarah started as a Product Manager and in just 6 months, earned a well-deserved promotion to Senior Product Manager 🚀
Diversity, Equity & Inclusion at Ki
Tom Weaver (Inclusion Manager)
- At Ki, it’s our mission to create an inclusive working environment where everyone can do the best work of their careers.
- We know that integrating inclusion into all aspects of our work is fundamental to achieving our Vision of becoming the market leading digital and data-led speciality insurance business.
- We believe an inclusive workplace fuels innovation because creativity thrives when everyone feels valued, respected, and supported to drive it.
- We are committed to broadening our talent pool and creating a workforce that is more representative of society, allowing us to welcome fresh ideas, embrace challenge, and better serve our customers.
- While we are a young company, we have an ambitious Inclusion strategy supported by our leaders. This strategy guides our progress on a range of areas including wellbeing, accessibility, and workplace conduct.
- During our recruitment process, we ensure fair assessments of all candidates, make decisions based on merit, and will provide reasonable adjustments remove any barriers candidates may face due to disabilities, long-term health condition or neurodiversity.
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