IT Client Services Analyst
QBE North America is seeking an IT Client Services Analyst to provide IT support by troubleshooting hardware and software for assigned sites and remote employees. The role focuses on delivering quality end user experience through customer service, desktop and application support, and process improvement initiatives.
Responsibilities
- Provides IT desktop services/support for employees and customers
- Participate in answering incoming support calls and managing call queue
- Ensure tickets are worked and resolved in accordance with SLA using ticket management system
- Facilitate accurate records by ensuring equipment asset tags are updated in system
- Provide technical knowledge and advice to drive improvement initiatives
- Delivery of defined starter/mover/leaver services
- Contribute to the development and maintenance of IT procedures by identifying opportunities for improvement, sharing best practices, and updating documentation, as necessary
- Contribute to a positive work environment by demonstrating cultural expectations and influencing others to reward performance and value 'can do' people, accountability, diversity, and inclusion, flexibility, continuous improvement, collaboration, creativity, and fun
Skills
- Associate's degree or equivalent combination of education and work experience
- Applications Support
- Communication
- Critical Thinking
- Customer Service
- Financial Systems
- Incident Response
- Information Technology (IT) Support
- Intentional collaboration
- Managing performance
- Mentorship
- Problem Solving
- Risk Management
- Service Improvement
- Stakeholder Management
- Technical Support
- Knowledge of general computer troubleshooting and support
- Terminology, function and fundamental capabilities of common computers, software, information and communication technology devices, components, and concepts
- Microsoft Windows 11
- Microsoft Office
- Citrix Workspace
- Active Directory
- VPN
- MFPs (multi-function printers)
Benefits
- Hybrid Working – a mix of working from home and in the office
- 22 weeks of paid leave for family growth, with 12 weeks available to all parents on a gender-equal basis
- Competitive 401(k) program with company match up to 8%
- Well-being program including holistic wellbeing coaching, gym membership, confidential counselling, financial and legal advice
- Tuition Reimbursement for professional certifications, and continuing education
- Employee Network and Community – QBE actively supports six Employee Networks, and many ways to give back to your community
Company Overview