Senior Service Desk Analyst

**This is an in-office role, based in Austin, TX. Applicants must be authorized to work for ANY employer in the U.S. Visa is not available.**

Service Insurance Companies is on the search for a Senior Service Desk Analyst to join the team!

The Senior Service Desk Analyst owns and is responsible for the Service Desk and all associated processes and procedures.

Responsibilities & Accountabilities:

• Troubleshoot and provide level 1 IT Service Desk support to all employees


• Review all assigned/open Service Desk tickets daily


• Ensure status and next steps on all Service Desk tickets are clearly documented


• Quickly triage all incoming employee support requests


• Thoroughly document tickets during the support request lifecycle


• Ensure that employee technology assets inventory backstock are properly maintained and replenished


• Manage inbound employee Service Desk requests to ensure the courteous, timely, and effective resolution of technology support escalations


• Document all relevant details during ticket closure such that any IT employee would be able to understand the reported issue and resolution.


• Enforce Service Level Agreements


• Analyze performance of Service Desk activities and documented resolutions, identify problem areas, devise, and deliver solutions to enhance quality of service and prevent future problems


• Enforce technology-related policies and procedures


• Deploy technology assets and ensure proper data disposal


• Manage and maintain pre and post deployment company assets


• Create purchase orders to periodically replenish technology assets


• Effectively identify and communicate trends, troubleshooting tips, etc., to IT Operations, company leadership, and cross functional teams


• Provide onsite support to employees during standard business hours


• Ensure that employee technology assets are securely stored according to IT policy


• Leverage accumulated training and mentoring received since onboarding to successfully work autonomously in most situations


• Escalate and communicate critical incidents across IT teams when further resolution assistance is required


• Coordinate and/or perform employee computer workstation fixes, including installing and upgrading hardware/software, implementing file backups, and configuring systems and applications


• Update, modify and create IT knowledge base articles in a timely manner to ensure IT and employees have the most up-to-date information on specific questions, issues, etc.


• Provide occasional after-hours technical support for resolution of high-priority incidents


• Create technology-related employee training media


• Coordinating with software vendors to ensure accurate license counts


• Contribute to the planning and execution of IT initiatives such as system upgrades, application rollouts, and infrastructure changes


• Creating and maintaining accurate reporting for inbound requests or incidents made to both IT Operations and DevIT


• Ensure compliance with security policies and assist in the remediation of security incidents impacting end-user devices


• Manage and improve asset lifecycle processes, including forecasting future needs and retirement planning for aging equipment


• Evaluate and recommend new tools or technologies to enhance IT support capabilities and end-user experience


• Managing and forecasting for lifecycle of major operating system updates and packages


• Assisting Network Team with devices that are blocked from onsite wireless access points (new devices, on-site vendors, etc.)


• Managing IT systems during on-site events with vendors or larger company meetings and training


• Identifying possible security risks and working with IT Security Services to ensure they are added to our risk management tracking and planning


• Audit and maintain secure access controls across systems, ensuring adherence to least privilege principals


• Participation in regulatory and compliance related internal audits


• Build and nurture professional and respectful internal and external business relationships


• Build and maintain positive, productive, respectful, and professional relationships with key business stakeholders


• Maintain positive, productive, respectful, and professional verbal and written communication

Experience, Knowledge & Skills:

• Strong familiarity with supporting computers hardware, network troubleshooting and Windows client operating systems


• Able to absorb information quickly 


• Demonstrated ability to work with minimal supervision


• Strong analytical and problem-solving skills with a high attention to detail


• Demonstrated commitment to high quality service and customer satisfaction


• Strong familiarity with SaaS solutions


• Demonstrated proficiency in documentation skills


• Able to prioritize and execute tasks in a high-paced environment


• Demonstrated ability to work well under pressure with strong multi-tasking skills


• Proven experience supporting SaaS solutions


• Demonstrated leadership skills


• Self-motivated and capable of managing multiple delegated priorities and tasks


• Proficient written and oral communication skills


• Successfully works both independently and in a team-oriented, collaborative environment


• Proven experience working directly with vendors to achieve business needs


• Demonstrated logical thinker with effective analytical and problem-solving skills to visualize and describe solutions to difficult technical challenges


• 3 years in a Tier technical support role.

Professional Qualifications: 

• 4-year technical Bachelor’s degree or at least 3 years equivalent work experience 


• ITIL Foundation Certification required


• CompTIA A Certification required


• Project Certification Recommended

Benefits:

Service Insurance Companies Offers a competitive benefits package including: 

• Healthcare: Medical, Dental & Vision


• Voluntary Benefits: Life, Disability, Accident and Illness Insurance


• Pet Insurance


• 401K Matching


• Generous paid time off & holidays


• Tuition Reimbursement & training


• Group discounts available