Service Desk Consultant

Who Are We?

• Uses available resources and industry best practices to determine if system(s) require corrective action and develops interim alternative work flows when possible.
• Answers internal/external customer phone calls, emails and fax inquiries and communicates results.
• Understands established service level agreements, and effectively works to meet or exceed those standards.
• Analyzes inquiry using various investigative tools to determine if system changes are required.
• Logs customer inquiries in corporate ticket tool and escalates to IT personnel on an as needed basis.
• May create and/or update team systems related procedure manuals.
• May develop manual/materials to assist in the training of staff.
• May be assigned to special projects of a simple to moderate complexity on an as needed basis.

• High school diploma or equivalent required.

• Insurance Knowledge preferred.
• Customer Service and/or Help Desk experience preferred.

• Technical Knowledge:
• Demonstrates a solid knowledge of application systems and of the systems area supporting the business functions.
• A working knowledge of the systems interfaces with the business operations work-flow and a conceptual understanding of the business.
• Proficient in the use agency system configurations and applications.
• Where appropriate maintains a basic knowledge of business trends.
• Sometimes requires assistance to perform tasks.
• Business Knowledge & Partnership:
• Effectively contributes and communicates with the immediate team, systems staff, other business units, service offices, agents, and customers, through a collaborative style.
• Demonstrates ability to adjust priorities based on changing situations.
• Problem Solving & Decision Making:
• Able to recognize and analyze problems and develop timely solutions with minimal supervision.
• Team Orientation:
• Builds relationships with peers to achieve objectives.
• Balances team and incumbent responsibilities.
• Exhibits objectivity and openness to others views.
• Gives and welcomes feedback.
• Puts success of team above own interest.
• Leadership:
• Communicates with internal and external customers and peers when appropriate, utilizing solid written or oral skills.
• Is a self-motivated to drive towards meeting and exceeding team goals.
• Operational Awareness:
• Generates innovative ideas on how to improve internal team workflows and processes, as well as identify systems changes that may ultimately enable the company and/or customer to operate in a cost-effective manner.