Service Desk Technician

Markel•Richmond, VA

1d•Onsite

About The Position

Provide support for all employees of Markel Corporation and its subsidiaries by responding to inbound calls, emails and web tickets. Will resolve or route issues according to documented guidelines. Position requires the use of solid technical troubleshooting, communication, and customer service skills. Must be flexible and able to work within a 24X7X365 support environment. Service Desk Technician Provide support for all employees of Markel Corporation and its subsidiaries by responding to inbound calls, chat and web tickets. Will provide educational support as well as break/fix resolutions, or route issues according to documented guidelines to other teams. Position requires the use of technical troubleshooting, communication, and customer service skills.

Requirements

Working knowledge of help desk software, databases and remote control
Enthusiastic to find ways to make customers productive
Passionate about continuously learning and able to quickly adapt and pivot to win in dynamic environment
Must be flexible and able to manage multiple tasks and priorities on very tight deadlines.
Ability to work independently and in collaboration with others to achieve a high level of success
Strong interpersonal and collaboration skills with the ability to develop, maintain and foster constructive relationships with others
Dynamic, hard-working and ambitious individual, with excellent oral and written communication skills
US Work Authorization required.
Markel does not provide visa sponsorship for this position, now or in the future.

Nice To Haves

Certified Help Desk Professional, MCP, MCSE, A+, or certificate in related discipline a plus
ITIL Foundation V3 or V4 Certification a plus
ServiceNow experience or prior insurance industry experience is a plus

Responsibilities

Resolves issues surrounding computer hardware, software, network, and telecommunications systems while demonstrating expertise in customer service and technical knowledge
Must be flexible and able to work within a 24x7x365 support environment - this vacancy is for a Monday-Friday 8am-4pm position.
Receives inbound customer contacts via various channels (phone, chat, web)
Records, maintains and updates records in the Service Management ticketing system, and follows knowledge database for troubleshooting and procedural guidelines.
Routes tickets for issues which cannot be resolved at the service desk (First Call Resolution) to the appropriate resolving groups.