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Service Desk Analyst II

Employer
National General Insurance
Location
Winston Salem, North Carolina
Salary
Not Specified
Closing date
Apr 8, 2019

View more

Category
IT
Job Type
Full Time
Career Level
Not Specified

Job Details

Primary Purpose:

The Service Desk is the central point of contact for employees and customers. While providing the highest level of customer service, the Service Desk Analyst II answers incoming calls, tracks all information in a call tracking system, uses a knowledge base tool along with their expertise to resolve level 1 incidents in a timely fashion. The Service Desk Analyst II escalates unresolved incidents and service requests to the proper level 2 and 3 support teams. Troubleshoots basic end-user issues on various platforms, to include software, hardware, network and telecommunications systems, as well as provides basic desktop support.

Essential Duties and Responsibilities:

Following is a summary of the essential functions for this job. Other duties may be performed, both major and minor, which are not mentioned below. Specific activities may change from time to time.

  • Process level 1 team tickets and requests
  • Comply with standard processes and procedures documentation
  • Strong customer service focus to successfully interact with end-users and peer teams
  • Interact closely with customers to understand their needs and / or requirements
  • Troubleshoot and resolve tickets within SLA, related to operations and end-user requests
  • Ability to coordinate with geographically dispersed teams to achieve results
  • Consistently seeks to develop self and skills needed to be prepared for future opportunities
  • Ability to support 24x7x365 on-call rotation as needed
  • Assist in troubleshooting team related issues
  • Provide coaching to less experienced team members
  • Contact support teams as necessary to assist with incident resolution regarding system outages
  • Escalate system issues to support teams
  • Follow up on unresolved ticket status on behalf of the customer
  • Resolve password / account related calls
  • Receive, log and manage several calls each day from internal and external customers via telephone and or web based ticketing system
  • Troubleshoot IT related incidents related but not limited to, software, network, laptops/desktops and printers
  • Escalate unresolved calls to various support teams
  • Exhibit strong incident remediation skill

Analyst II - Minimum Skills and Competencies:

The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • High degree of initiative, mature judgment and discretion.
  • Must perform well in high-energy, dynamic and team-oriented environments
  • Ability to work in a team environment
  • Solid written and verbal communication skills
  • Experience working with an enterprise ticketing system
  • Self-motivated achiever who gains satisfaction from providing excellent customer service
  • Ability to assist other team members in conveying information to business partners
  • Strong knowledge of Microsoft based operating systems
  • ITIL Service Management experience preferable but not essential (move to desired)

Desired Skills:

  • Bachelors Degree in an IT related discipline, or the equivalent combination of education, professional training, and / or work experience
  • Active Directory knowledge a plus
  • CompTIA IT Certifications a plus
  • 3+ years of experience in an IT support environment

Company

National General Insurance Group is a specialty personal lines company and is one of the largest automobile insurers in the United States. National General Insurance Group, through its eleven insurance subsidiaries and other affiliated companies, offers property and casualty products, including personal auto, RV, motorcycle and commercial auto as well as accident and supplemental health insurance products. 

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