Service Desk Analyst (Associate)

Job Description

*Responsible for delivering high-quality service that improves the overall colleague experience. Provide support for IT-related incidents and requests, ensuring agreed Service Levels are met, colleague expectations are managed and key targets are achieved. Contribute to the continual improvement of service delivery across all channels of colleague communication. DISCOVER your opportunity What will your essential responsibilities include
• Contribute to and promote a culture of outstanding service while delivering an excellent colleague experience across all areas of IT engagement.
• Act as a point of contact for colleague issues through phone, chat, email, and portal, providing exceptional service in all colleague interactions.
• Supply first-line IT support for all AXAXL colleagues across a range of technologies, including desktop applications, printing/scanning, telephony, mobile devices, audio and video conferencing, business applications, etc.
• Perform assessment, triage, research, and resolution of basic incidents and requests.
• Engage other Service Desk resources or appropriate second and third-level service resources to resolve incidents beyond scope of ability or responsibility.
• Make sure incidents and requests are accurately logged, assigned, tracked, and responded to promptly, in line with agreed SLAs; provision of timely communications and maintenance of ownership until closure.
• Take ownership of colleague issues and follow up on the status of issues on behalf of the colleague, communicating progress promptly.
• Communicate with the Colleague Care team where necessary to make sure that escalated issues have proper attention and visibility.
• Create a positive colleague support experience and build robust colleague relationships through listening intently to understand the problem, ensuring timely resolution or escalation, communicating promptly on progress, and handling colleagues with a consummately professional attitude.
• Identify service improvement opportunities for key service management stakeholders.
• Work with Incident and Problem management teams on individual proactive and reactive issues as necessary.
• Grow general knowledge of IT and business systems, increasing ability to resolve issues on first contact.
• Mentor junior analysts and assist in the training of new analysts.
• Manage content in the Knowledge Management system.
, * SHARE your talent We re looking for someone who has these abilities and skills: Required Skills and Abilities:
• 1-3 years of experience on the Service Desk.
• Outstanding customer service skills and a customer first mentality are a must.
• Advanced knowledge of IT principles and most supported systems and basic understanding of less commonly used systems.
• Subject matter ability in multiple areas of support.
• Robust technical knowledge and working experience with Microsoft products including email, Client, Server, Network and Telephony technologies, Mobile Computing, Directory Services, and overall understanding of infrastructure, desktop, and applications technologies.
• Excellent verbal and written communication skills and telephone manners.
• Ability to build Robust relationships with key stakeholders across the organization.
• Ability to think logically to analyze, troubleshoot and resolve complex issues.
• Must be professional, courteous, and enjoy working with people; critical thinking, creativity, and resilient judgment are expected.
• Robust interpersonal skills and the ability to work within a team.
• Ability to work in a fast-paced, high-pressure work environment.
• Robust ability to multi-task and work on tasks and projects while being interrupted by colleagues requesting support; ability to constantly re-prioritize tasks is a must.
• Bachelors degree or relevant experience required.
• ITIL Foundations Certification a plus.
• Additional international language capability is a plus.
Desired Skills and Abilities:
• Supervisor is Regional Colleague Services Manager, with operational oversight and instruction provided by Service Desk Team Lead.
• Ability to build effective working relationships across all areas of the business and IT.
• Cooperation and collaboration with peers to jointly improve the way service is delivered.
• Collaboration with Service Managers and Service Control to identify service improvement opportunities.
• Ongoing interaction with Colleague Care on escalations, end-to-end ticket ownership, and overall process improvement.
• Achievement of standard service levels, both individually and as part of a team.
• Make sure personal interactions deliver outstanding colleague satisfaction as demonstrated through high colleague satisfaction survey results.
• Respond to colleague contacts and escalations within agreed timelines.
• Illustrate incremental increase in baseline SLA adherence and first-line resolution rate.
FIND your future AXA XL, the P&C and specialty risk division of AXA, is known for solving complex risks. For mid-sized companies, multinationals, and even some inspirational individuals we don t just provide re/insurance, we reinvent it.How By combining a robust and efficient capital platform, data-driven insights, leading technology, and the best talent in an agile and inclusive workspace, empowered to deliver top client service across all our lines of business property, casualty, professional, financial lines, and specialty.With an innovative and flexible approach to risk answers, we partner with those who move the world forward.Learn more at axaxl.com Diversity & Inclusion We know that a diverse workforce and inclusive culture enable business growth and are critical to our success. That s why we have made a strategic commitment to attracting and retaining the most diverse workforce possible while creating a robust, inclusive culture where everyone is welcome and can contribute and reach their highest potential.
• Named to the Diversity Best Practices Index 2017, 2018
• Signatory to the CEO Action for Diversity
• Signatory to the UK Women in Finance Charter
• Twelve Colleague Resource Groups around the Globe
• Robust support for Flexible Working Arrangements
• Enhanced family-friendly leave benefits
Learn more at axaxl.com/about-us/inclusion-and-diversity .AXA XL is committed to equal employment opportunity and will consider applicants regardless of gender, gender identity, sexual orientation, age, race, ethnicity and origins, marital status, religion, disability or veteran status, or any other protected characteristic. Sustainability At AXA XL our approach to corporate responsibility (CR) is the same as our approach to business; constantly seeking to provide innovative solutions to the world s most complex problems. From offering our expertise, products, and services to help build more resilient communities, to advancing understanding and response to climate change, our strategy Our Impact. Our Future. aligns key issues that are pertinent to our business climate, water, and financial resilience - and contributes to AXA Group s purpose to Act for human progress by protecting what matters. .
• Climate: We re reducing our carbon footprint, protecting ecosystems, and exploring how our business can help build a better world.
• Water: We re developing water resilience where it is and will be needed most.
• Financial resilience: We re helping create opportunities for the unemployed and underemployed, so they can be better prepared for unexpected changes.
• Hearts in Action: We have established volunteering and charitable giving programs to help colleagues support causes that matter most to them, known as our Hearts in Action programs.
For more information, please see the Corporate Responsibility section on our website.

Keyskills :
active directorytroubleshootingservice deskbusiness growth