Sr. IT Service Desk Analyst

Location Name DE, Wilmington
Date Posted
2 months ago(10/14/2022 2:53 PM)
Berkley Technology Services LLC
Primary Location
Information Technology

Company Details

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. Visit us at to learn more information.


The IT Senior 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 Senior Service Desk Analyst 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 Senior Service Desk Analyst will also be responsible for advanced tasks such as the management of widespread severe incident remediation activities.  The IT Senior Service Desk Analyst will cross- train other team members and participation in or hold a leadership role on projects assigned by IT upper management.


  • 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.
  • Manage 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
  • Lead team projects, while continuing to balance day to day role
  • Identify and Research incident correlations and escalate accordingly
  • Identify and Communicate to team new ways to improve our quality of service
  • Liaison on behalf of the Service Desk to identify and document new first level support opportunities from other IT organizations.


  • 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
  • Minimum 4 years of demonstrated working knowledge of Microsoft Exchange environment
  • Minimum 4 years of demonstrated working knowledge of Active Directory administration
  • Minimum 4 years of demonstrated working knowledge of networking monitoring tools and basic troubleshooting.
  • Minimum 4 years of demonstrated working knowledge of CISCO telephony and associated troubleshooting.
  • Minimum 4 years of demonstrated experience with IT Service Management tools, with a strong preference for Service Now.
  • Minimum 4 years of working within an ITIL methodology.
  • Microsoft Certified Professional, A+, and Net+ certifications are preferred
  • Must be fully vaccinated and remain fully vaccinated against COVID-19. *, unless prohibited by law.


     *Per the CDC, fully vaccinated means at least 2 weeks after (1) a second dose in a 2-dose series, or (2) a single-dose vaccine, and this status and definition applies to COVID-19 vaccines currently authorized for emergency use or approved by the U.S. Food and Drug Administration.


Sorry the Share function is not working properly at this moment. Please refresh the page and try again later.
Share on your newsfeed

Connect With Us!

Not ready to apply? Connect with us for general consideration.