Service Desk Analyst I, II, III

  • National General Insurance
  • Atlanta, GA, United States

Job Description

Primary Purpose:

Provide high level of customer service, the Service Desk Analyst I answers incoming calls, tracks all information in a call tracking system, uses a knowledge management tool along with their expertise to resolve Level I incidents in a timely fashion. Escalate unresolved incidents and service requests to the proper Level II and III support teams. Troubleshoot 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.

  • Troubleshoot and resolve tickets within SLAs related to operations and end-user requests
  • Comply with standard processes and procedures documentation
  • Maintain strong customer service focus to successfully interact with end-users and peer teams
  • Interact closely with customers to understand their needs and / or requirements
  • Able to coordinate with geographically dispersed teams to achieve results
  • Seek to develop self and skills needed to be prepared for future opportunities consistently
  • Contact support teams to assist with incident resolution regarding system outages
  • Follow up on unresolved ticket status on behalf of the customer
  • Resolve password / account access 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
  • Able to support 24x7x365 on-call rotation

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 school diploma or general education degree (GED)
  • Proficient in Microsoft Office (Word, Excel, Outlook, PowerPoint)
  • Must possess effective verbal and written communication skills
  • 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
  • Experience working with an enterprise ticketing system
  • Self-motivated achiever who gains satisfaction from providing excellent customer service

Desired Skills:

  • Bachelor Degree in an IT related discipline, or the equivalent combination of education, professional training, and / or work experience
  • 1+ years of experience in an IT support environment
  • ITIL Service Management experience
  • Active Directory knowledge
  • CompTIA IT Certifications

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