Service Desk Analyst 1

IT Service Desk Analyst 1, Global Service Desk

The Service Desk Analyst 1 is responsible for delivering first-level service and support of end-user break/fix service requests, computing issues, and access provisioning/deprovisioning request fulfillment to include, but not limited to:

• Asurion International offices and call centers
• All remote and work at home Asurion employees
• Administering external access to internal systems
• All end-user devices and software that connect to the Asurion network.

The position requires a commitment to end-user satisfaction, effective multitasking, identifying possible process improvement, and knowledge document creation.

Shift: 8 hour shift starting between 6am and 2pm CST

Hybrid: Onsite 3 days per week

Summary of Responsibilities:

• Provide first level IT support in a 24/7/365 call center environment which may require all shift work availability as needed.
• Work with Asurion end-users to fulfill service requests and resolve incidents that have been raised by approved intake methods, including but not limited to phone, chat, and ticket portal.
• Achieve individual and team goals including Quality, NPS/Surveys, AHT, Incident SLA, Incident MTTR, and Task SLA.
• Organizes workload to meet deadlines as assigned by the team leadership.
• Build working relationships with applicable IT and business units.
• Stay informed of current or changing trends in IT operations including the current and new offered services, policies, procedures and other external changes that could have an impact on service desk services.
• Adhere to service desk best practices and process frameworks, such as the ITIL.
• Regularly review and maintain working understanding of the knowledge base repository from both IT and end user perspectives.
• Review provided documentation and/or attend training for all current, revised or new offered services for service execution.
• Maintains a working knowledge of Asurion's applications and system integration
• Escalates emergency issues to leadership in a timely and appropriate manner.
• Develops a base level of understanding of the Asurion lines of business.
• Adheres to all departmental, company and Security policies, processes and procedures as assigned by the team leadership.

Essential Job Functions

• Maintains ITIL-based best practices for Asurion-wide service desk processes.
• Capability to support all applications and use of systems, tools, and processes within the scope of the Service Desk.
• Maintains a working knowledge of Asurion's applications and system integration and is able to escalate appropriately to engage Level 1/2/3 teams for support.
• Promotes customer satisfaction and quality customer service in all interactions whether through phone, chat, email, or meeting venues.
• Maintain frequent participation in daily collaboration/communication channels of the Service Desk team through group chats, Microsoft Teams groups, email, etc.
• Models Asurion's Core Values.
• Models Asurion's CX6 Principles.
• Models Asurion's Leadership Principles.

Experience and Educational Requirements

• Associates or Bachelor's degree in Business, Computer Sciences or IT related field (equivalent combination of related technical education, training, and experience will be considered)
• Minimum 1 year experience in technical support
• Basic understanding of ITIL framework, ITIL Foundation certification a plus
• Relevant IT disciplines or certifications.
• Knowledge of and experience with common ticketing tools, ServiceNow tool suite a plus
• Skill in diagnosing and troubleshooting technical problems
• Experience supporting end-users across a variety of operating systems: Windows 7+, MacOS, and Chrome OS a plus.
• Good oral and written communication skills