Service Desk Analyst - 7307

Company Information

 

Stonebridge Life Insurance Company is a member of the AEGON Group of Companies and is in the top 10 list of global insurers.  We market life, supplemental health insurance products, and fee-based programs.  We offer competitive compensation, a comprehensive benefits program, and the opportunity for professional growth and advancement.  Our guiding philosophy is 'Respect People, Make Money and Have Fun.' This simple and direct philosophy has helped AEGON grow into one of the largest insurance and financial service organizations in the world.  In the United States, Stonebridge Life Insurance Company has four primary locations: Atlanta, Georgia; Baltimore, Maryland; Exton, Pennsylvania; and Plano, Texas.

 

Responsibilities

 

Purpose:  The Service Desk Analyst provides support for incident resolution and service requests.  Responsibilities include initial assessment, triage, research, and resolution of incidents and requests regarding the use of computer technology products.  The Service Desk Analyst communicates directly with customers and works with IT teams to progress incidents and service requests throughout their life cycle.

Job Responsibilities:
1. Develops an understanding of the business objectives, key initiatives and drivers of costs/revenue. Anticipates changes in the business and in technology. Takes a pro active, collaborative approach to understanding business objectives and aligning technology solutions with these objectives. 
2. Adheres to all Service Desk guiding principles, processes, policies, standards, and procedures.  Responds to all inbound calls in a courteous and professional manner.  May be called upon to provide effective communication for problems, process changes, and enhancements as needed. This position is 90% phone support.
3. Acts as a resource for customers to identify, troubleshoot and resolve incidents and service requests in a timely manner. 
4. Effectively handles incidents and service requests of varying degrees of complexity using dialog, remote control tools, solution database, and other designated available tools. May be required to visit workstations within various business areas in order to resolve incidents and service requests. 
5. Logs and tracks all incidents and service requests in the ticket management system.  Identifies trends and possible solutions as needed.
6. Creates a positive customer support experience, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a professional attitude.
7. Creates and maintains documentation as needed. Coordinates with other IT employees to create solution documentation for inclusion in database.
8. Orders, configures, deploys, and maintains company owned assets as required. 
9. Performs research and provides various reports/information as requested. This includes but is not limited to inventory activity, incident/service request ticket activity, and/or solution information.
10. Participates in ongoing professional development to enhance technical skills, communication skills, business knowledge, and knowledge of IT products and procedures.  Takes active approach to staying on top of technologies that may create opportunities for the business.
11. Participates in the development and execution of contingency plans and procedures to permit continued operations/communication in the event of a disaster. 
12. May be required to be available for 24-hour/day, 7-day/week coverage support.
13. Participates on project teams and effectively works with others in achieving results.
14. Performs other duties as assigned.

 

Qualifications

 

Minimum Requirements:
1. Must have 2-3 years Service Desk environment experience in a mainframe and client server environment
2. Working knowledge of mainframe batch environment, PC and Network Communication hardware/software, host applications and utilities
3. Must have excellent organizational, communication, and customer service skills with ability to deal effectively with all levels of customers.
4. Demonstrated ability to handle ambiguity, disruptions and rapidly shifting deadlines/priorities in a fast-paced environment
5. Demonstrated ability to work with limited supervision and in a team environment
6. Excellent analytical and problem solving skills; detail oriented.
7. Demonstrated ability to multi-task 


Desired Requirements:
1. MCSE certification preferred
2. HDI or ITIL certification preferred
3. Customer service training preferred
4. Bachelor’s degree in Computer Science or equivalent work experience
5. Prior experience with Remedy a plus

 

How To Apply

 

To apply for this position, please follow this link https://eservices.aegonins.com/psc/ps/E_EMPLOYEE/HRMS/c/HRS_HRAM.HRS_CE.GBL?&PAGE=HRS_CE_JOB_DTL&Action=A&JobOpeningId=7307&SiteId=1&PostingSeq=1

 

Equal Employment Opportunity

 

Stonebridge Life Insurance Company is an Equal Opportunity Employer.