Business Help Desk, Help Desk Technician

Help Desk Analyst

The Help Desk Analyst will be responsible for the timely resolution of production requests impacting users of the various rating systems. They will be required to collaborate cross functionally to coordinate troubleshooting, performing various analytical reviews, development and execution of workarounds, and communicating the status of resolutions to users, stakeholders/senior leadership.

Key Responsibilities:

• Provides business application support to Agent and Agency partners
• Handles phone calls and emails, supporting Agent technical support needs
• Partners with CI Product, UW/Operations, and IT to develop extensive knowledge of business applications and products
• Develops and applies understanding of product & underwriting guidelines and associated processes
• Effectively navigates business applications and supporting applications to research, analyze and resolve customer inquiries
• Collaborates and communicates across the Helpdesks, Field and CI Operations, and IT teams.
• Knows and complies with corporate policies, regulatory standards (SOX), internal business processes (PCI) and procedures while processing work and meeting/exceeding service performance and quality standards
• Gather, organize, and analyze reports/information when necessary
• Maintain performance standards within a fast-paced environment
• Identify trends and work with IT teams to identify root cause, workarounds, and a permanent fix for the issue
• Occasionally may be asked to assist with User Acceptance Testing for an upcoming release
• Complete assignments and other duties as assigned
• Engages directly with UWs, UAs and Operations to provide support for evaluation and resolution of issues that are escalated based on business impact and priority that come to the Helpdesk from the Field users.
• Analyzes and resolves escalated problems, coordinating associated activity through various areas if needed, and providing timely and accurate updates to stakeholders
• Resolves revenue impacting issues within 24 hours, including via workaround if necessary
• Documents and communicate workarounds for recurring issues and coordinates with Training, Helpdesk and IT Support (i.e., while long-term fix is in development)

Qualifications:

• Hands on experience with Commercial Products and related systems, workflow and process
• Very strong problem solving and pattern recognition skills
• Exceptional communication skills, both verbal and written, and strong listening skills
• Strong customer service/interpersonal skills including oral and written communication.
• Strong negotiation/conflict management skills with the ability to influence priorities of others
• Ability to handle multiple priorities within strict time constraints.
• Excellent organizational skills, with the ability to multi-task
• Excellent collaboration skills
• Strong analytical skills
• Strong strategic thinking skills
• Strong knowledge of field organization structure and high level workflows.
• Possesses the ability to work independently to complete assignments in a timely manner
• Ability to work well in a team environment.
• Demonstrated commitment to team and departmental goals
• Ability to make informed decisions, achieving the appropriate results
• Technical domain experience with demonstrated skills in analysis, impact assessment, scoping, and documenting of complex requirements
• Strong knowledge of MS Word and Excel.
• Bachelor's Degree or equivalent preferred
• Ability to work a flexible schedule between hours of 7am est and 7pm est M-F
• Extremely strong organization skills
• Strong use of situational judgement to determine best course of action for a given issue
• Demonstrated individual ownership and accountability while working in a complex environment