Service Analyst

Hiscox • Atlanta, GA

377d

About The Position

The IT Service Analyst will be part of the front-line IT Service Desk team at Hiscox, providing support to over 5,000 users across Europe, the UK, Bermuda, and North America. This role focuses on delivering technical support, resolving IT service issues, and ensuring the smooth operation of IT systems and services. The analyst will troubleshoot, analyze, and provide timely solutions for technical problems while maintaining high customer satisfaction.

Requirements

• Strong communication and customer service skills, with the ability to interact effectively with non-technical users.
• Proficiency with Windows operating system.
• Experience with laptop and mobile phone related issues.
• Ability to work independently and as part of a team in a fast-paced environment.
• Strong problem-solving skills and attention to detail.
• Certifications such as CompTIA A+, ITIL Foundation, or equivalent are a plus.

Responsibilities

• Provide first-line support for IT services, including hardware, software, and network issues.
• Provide detailed instructions and solutions to end-users.
• Act as a routine contact point, receiving and handling requests for support from internal business users.
• Provide first line fault investigation and diagnosis, and promptly allocate unresolved issues as appropriate.
• Assist with the development of standards, and apply these to track, monitor, report, resolve or escalate issues.
• Assist users in defining their access rights and privileges.
• Perform security administration tasks and resolve security administration issues.
• Investigate minor security breaches in accordance with established procedures.
• Support documentation of common issues and solutions, creating knowledge base articles and process workflows to improve efficiency.
• Collaborate with cross-functional IT teams to resolve more technical issues.
• Support the implementation of new IT services and technologies, ensuring proper training and support are provided to users.

Benefits

• Career opportunities
• Work-life flexibility
• Training and development
• Unique company culture

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Insurance Carriers and Related Activities
• Education Level: No Education Listed
• Number of Employees: 1,001-5,000 employees