FBS Help Desk Analyst I

Our Client is one of the United States’ largest insurers, providing a wide range of insurance and financial services products with gross written premiums well over US$25 Billion (P&C). They proudly serve more than 10 million U.S. households with more than 19 million individual policies across all 50 states through the efforts of over 48,000 exclusive and independent agents and nearly 18,500 employees. Finally, our Client is part of one the largest Insurance Groups in the world.

Job Summary

Provides technical phone support for customers and conducts problem analysis for incidents involving moderately high complexity; escalates to and coordinates problem resolution with other IT groups and / or external vendors, as appropriate; maintains knowledge of supported sites standard equipment and technical environment, acts as technical representative to its customers; services ID requests for supported environment and grants access authority to applications and databases, as assigned.

Essential Job Functions

• Provides basic help desk support for problems and service requests related to hardware, software, network/mainframe connectivity and application support.
• Acts as representative of technical services to its customers. Initiates, escalates or resolves problem tickets and/ or service requests.
• Troubleshoots and resolves technical problems, escalates to support resources.
• Facilitates closure to problem ticket/ service requests while meeting or exceeding defined service level expectations.
• Conducts timely 1st level problem determination for incidents using documented procedures, and accurately documenting the issues using the appropriate toll(s).
• Ensures customer satisfaction by responding to Service Requests through approved channels to the Help Desk in a timely, accurate, and professional manner.
• Records problem symptoms and status information in a timely/accurate fashion using the appropriate tools in order to communicate with and properly utilize 2nd and 3rd level support resources.
• Acquires and maintains current knowledge of relevant product/service offerings and support policies to provide technically accurate solutions to customers.
• Must be able to provide clear, concise, information through written and verbal communications.
• Provides comprehensive help desk support for problems and service requests related to hardware, software, network/mainframe connectivity and application support.
• Conducts problem determination for incidents/ problems involving medium to moderately high complexity using documented procedures and available tools.
• Using appropriate tools, escalates and coordinates problems to internal IT partners and external vendors.
• Take part in mentoring process.
• Comprehensive knowledge of all site standard equipment and facilities.
• Advanced knowledge of non-standard but commonly used products including escalation procedures.
• Is able to partner with internal IT operations and external vendors to solve technical problems

Requirements:
• High school diploma or equivalent required. Bachelor’s degree preferred or equivalent relevant business experience or certifications
• 1+ year of helpdesk analyst experience plus related technical knowledge or experience
• Fluent English

Other Critical Skills

• IT Support and Troubleshooting

Software / Tool Skills

Must:

• Service now – Entry level (1-3 years) or equivalent:

1. BMC Helix ITSM (Remedy)

2. Cherwell Service Management (Ivanti Neurons for ITSM)

3. Freshservice (by Freshworks)

4. Jira Service Management (by Atlassian)

5. Ivanti Service Manager

6. ManageEngine ServiceDesk Plus

7. SysAid

8. TOPdesk

9. SolarWinds Service Desk

10. Zendesk for ITSM

Nice to have:

· MS Office Suite - Entry Level (1-3 Years)

· AWS - Entry Level (1-3 Years)

· IT Hardware - Entry Level (1-3 Years)

· OneDrive - Entry Level (1-3 Years)

· Microsoft Edge - Entry Level (1-3 Years)

· Chrome Browser - Entry Level (1-3 Years)

· Intune - Entry Level (1-3 Years)

· IPhone Mobile - Entry Level (1-3 Years)

· OKTA - Entry Level (1-3 Years)

· Outlook - Entry Level (1-3 Years)

· MS Teams - Entry Level (1-3 Years)

· Azure - Entry Level (1-3 Years)

Benefits:
Competitive compensation and benefits package:

1. Competitive salary and performance-based bonuses

2. Comprehensive benefits package: Grocery vouchers, saving funds, SGMM, etc.

3. Career development and training opportunities

4. Dynamic and inclusive work culture within a globally renowned group

5. Private Health Insurance

6. Pension Plan

7. Paid Time Off

8. Training & Development

Note: Benefits differ based on employee level.