Service Desk Consultant

Hartford, Connecticut

Company Information
Solid reputation, passionate people and endless opportunities. That's Travelers. Our superior financial strength and consistent record of strong operating returns mean security for our customers - and opportunities for our employees. You will find Travelers to be full of energy and a workplace in which you truly can make a difference.

Job Summary
Uses strong analytical skills, business and technical knowledge to provide operational and business support for computer systems to various internal and external customers via phone and non-phone methods related to Supported Systems. Proactively seeks opportunities to reduce costs and improve customer service. Identifies and develops problem resolution and knowledge database for use by service desk staff. Assumes ownership for a positive customer interaction for all calls taken.

Primary Job Duties & Responsibilities
Uses available resources and industry best practices to determine if system(s) require corrective action and develops interim alternative work flows when possible. Answers internal/external customer phone calls, emails and fax inquiries and communicates results. Understands established service level agreements, and effectively works to meet or exceed those standards. Analyzes inquiry using various investigative tools to determine if system changes are required. Logs customer inquiries in corporate ticket tool and escalates to IT personnel on an as needed basis. May create and/or update team systems related procedure manuals. May develop manual/materials to assist in the training of staff. May be assigned to special projects of a simple to moderate complexity on an as needed basis.

Minimum Qualifications
High school diploma or equivalent required.

Education, Work Experience & Knowledge
Insurance Knowledge preferred. Customer Service and/or Help Desk experience preferred.

Job Specific & Technical Skills & Competencies
Technical Knowledge: Demonstrates a solid knowledge of application systems and of the systems area supporting the business functions. A working knowledge of the systems interfaces with the business operations work-flow and a conceptual understanding of the business. Proficient in the use agency system configurations and applications. Where appropriate maintains a basic knowledge of business trends. Sometimes requires assistance to perform tasks. Business Knowledge & Partnership: Effectively contributes and communicates with the immediate team, systems staff, other business units, service offices, agents, and customers, through a collaborative style. Demonstrates ability to adjust priorities based on changing situations. Problem Solving & Decision Making: Able to recognize and analyze problems and develop timely solutions with minimal supervision. Team Orientation: Builds relationships with peers to achieve objectives. Balances team and incumbent responsibilities. Exhibits objectivity and openness to others views. Gives and welcomes feedback. Puts success of team above own interest. Leadership: Communicates with internal and external customers and peers when appropriate, utilizing solid written or oral skills. Is a self-motivated to drive towards meeting and exceeding team goals. Operational Awareness: Generates innovative ideas on how to improve internal team workflows and processes, as well as identify systems changes that may ultimately enable the company and/or customer to operate in a cost-effective manner.

Environmental/Work Schedules/Other
Training will take place for the first 4-6 months in the role, Monday-Friday, from 8am to 5pm. Upon completion of training, the incumbent will be scheduled to work Monday - Friday, 11am to 8pm.

Equal Employment Opportunity Statement
Travelers is an equal opportunity employer.
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About Travelers

The Travelers Companies, Inc. (NYSE: TRV) is a leading property casualty insurer selling primarily through independent agents and brokers. The company's diverse business lines offer its global customers a wide range of coverage in the auto, home and business settings. A component of the Dow Jones Industrial Average, Travelers has more than 30,000 employees and generated revenues of approximately $25 billion in 2010.