Berkley

  • Service Desk Analyst

    Location Name DE, Wilmington
    ID
    2018-2048
    Date Posted
    1 week ago(11/5/2018 10:07 AM)
    Company
    Berkley Technology Services LLC
    Primary Location
    US-DE-Wilmington
    Category
    Information Technology
  • Company Details

    Berkley Technology Services_Logo

     

    Berkley Technology Services (BTS) is a dynamic company committed to providing world class IT services. We offer a unique culture, enabling our team members to be on the cutting edge of technology while delivering high quality solutions. We are looking for outstanding individuals who will bring unique perspectives, insight and innovation to our teams. BTS, a member company of W. R. Berkley Corporation, has facilities located in Des Moines, Iowa and Wilmington, Delaware. Our functions include working with various third parties to develop, integrate, and support insurance systems of WRBC's operating units. BTS strives to provide these functions in a holistic manner including helpdesk support, system connectivity, and operational support. Additional responsibilities include coordinating communications regarding best practices in the use of our supported systems and researching new technology. At BTS, there are opportunities associated with being a part of an established and empowering corporation while maintaining a positive personal working environment. Additionally, we provide a competitive compensation and benefits package including a casual dress code. BTS is constantly growing and expanding to meet the changing demands of one of the most successful insurance organizations in the world. If you are ready to jump start your career, BTS is the place for you. Visit us at berkley-bts.com to learn more information.

    Responsibilities

    Position Summary

     

    The IT Service Desk Analyst is responsible for resolving and/or escalating complex and unique technical incidents as well as the fulfillment of service requests within specified SLA’s.  The IT Service Desk Analyst’s daily responsibilities also encompasses desktop and laptop imaging, desktop and laptop inventory management, mobile device setup and support (including smartphones and tablets), documentation development and customer facing FAQ guidelines, report generation of daily incident, request, telephony and associated survey responses. The IT Service Desk Analyst will also be responsible for outage tasks such as the coordination of widespread severe incident remediation activities.  The IT Service Desk Analyst will cross- train other team members and participation in or hold a leadership role on projects assigned by IT upper management.

     

    Primary Duties & Responsibilities:

    • Provides complex and unique technical troubleshooting assistance to employees across all business units.
    • Resolves issues utilizing excellent customer service skills, problem solving skills, technical thinking/reasoning skills, and a high level of individual judgment to ensure outcomes of customer satisfaction.
    • Coordinates high severity incidents to ensure resolution within communicated Service Levels.
    • Manage and triage multiple incoming priorities effectively by understanding customer needs and meeting service level requirements.
    • Must be able to demonstrate solid troubleshooting knowledge of Microsoft software applications, A/D, CISCO telephony, and networking components.
    • Understanding of ITIL methodology and Service Delivery concepts.
    • Delivery suite of Service Desk Management report

    Qualifications

    Minimum Qualifications:  

    • Excellent verbal and written communication skills
    • Excellent teamwork skills
    • Excellent technical skills
    • Excellent analytical, reporting and documentation skills
    • Dedication to customer service
    • Problem solving skills including triage and rapid decision making
    • Organizational skills
    • Ability to logically adapt in any customer service scenario
    • Ability to manage to resolution a severe and pervasive outage.
    • Undergraduate degree in an Information Technology discipline is preferred; or equivalent combination of education and work experience
    • 2 years of demonstrated working knowledge of  Microsoft Exchange environment (preferred)
    • 2 years of demonstrated working knowledge of Active Directory administration (preferred)
    • 2 years of demonstrated working knowledge of networking monitoring tools and basic troubleshooting (preferred)
    • 2 years of demonstrated working knowledge of CISCO telephony and associated troubleshooting (preferred)
    • Demonstrated experience with IT Service Management tools, with a strong preference for Service Now
    • Experience working within an ITIL methodology
    • Microsoft Certified Professional, A+, and Net+ certifications are preferred  

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