Job Status : Closed

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As a Help Desk Specialist in the insurance industry, you will play a crucial role in ensuring seamless IT support for the internal teams. The ideal candidate is not only technically proficient but also possesses excellent communication and problem-solving skills. If you are ready to contribute to a collaborative and forward-thinking environment, this is an exciting opportunity for you.

ππ”π€π‹πˆπ…πˆπ‚π€π“πˆπŽππ’, π’πŠπˆπ‹π‹π’ & π„π—ππ„π‘πˆπ„ππ‚π„:

1. Bachelor’s degree in IT, Computer Science, or a related field.

2. Proven experience as a Help Desk Specialist, preferably in the insurance industry.

3. Strong knowledge of IT systems, software, and hardware.

4. Excellent troubleshooting and problem-solving skills.

5. Effective communication and interpersonal abilities.

6. Familiarity with IT security practices and compliance standards.

π‰πŽπ π‘π„π’ππŽππ’πˆππˆπ‹πˆπ“πˆπ„π’:

1. Receive and manage service requests in accordance with established procedures.

2. Promptly assign and allocate calls to the appropriate personnel.

3. Log incidents and service requests, maintaining accurate and up-to-date records.

4. Identify and classify incident types and service interruptions, cataloging them by symptom and resolution.

5. Record and track reliability data for services under guidance.

6. Systematically interpret user problems, identifying solutions, and assessing potential side effects.

7. Utilize experience to address user problems and query databases for potential solutions.

8. Escalate complex or unresolved incidents to the appropriate channels.

9. Record and track issues from initiation to resolution, ensuring thorough documentation.

10. During change processes, respond systematically to operational needs, avoiding service disruptions, and adhering to (SLA) and information security requirements.

11. Respond to common service requests by providing necessary information for fulfillment, promptly assigning unresolved calls as needed.

12. Maintain records, keep users informed about the process, and advise relevant parties on actions taken.

13. Act as the primary contact point for receiving and handling support requests.

14. Respond to a broad range of service requests by providing information to fulfill requests or facilitate resolution.

15. Conduct first-line investigation and diagnosis, promptly allocating unresolved issues as appropriate.

16. Assist in the development of standards and apply them to track, monitor, report, resolve, or escalate issues.

17. Support team members in day-to-day activities, assist in developing processes and procedures, and provide training on system functionalities and workflows as assigned.

18. Perform other duties and responsibilities as qualified, as requested by IT Leadership

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