Support Analyst

Company Information:

What we look for
Our exceptional and motivated employees are our greatest strength. Our employees provide the highest level of customer service and help maintain our position as a leader in the global marketplace.

Markel Style
The Markel Style is what makes us stand out from our competitors. It's our core value which should underpin how we do business, while influencing our behavior and performance. We are looking for people who have potential and share our passion to live the Markel Style, which is described in more detail below.

If you think you have these core attributes we want to hear from you.

Job Summary:
The Support Analyst is responsible for one or more technologies or functions within IT, including analyzing performance and ensuring the technology or function is meeting customer requirements. The Support Analyst makes decisions based on independent judgment to resolve a range of complex technical problems and demonstrates technical and process expertise as it relates to their area of responsibility while continually working to improve overall service delivery.

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.
• 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.
• Performs analysis of incident and request tickets to assist with corrective action to restore functionality or fulfill request
• Documents and submits incident resolutions to the knowledge database in order to assist other Service Desk Analysts with problem resolutions.
• Handle Service Desk queue management responsibilities, when necessary
• Review tickets which have been assigned to the Service Desk via the ITSM Service management system
• Review, resolve, or route those tickets as appropriate
• Inform the service desk staff of critical incidents and provide routing, categorization, and related ticket data
• Participate in Major Incident bridge lines to provide feedback of call and ticket data relating to the incident and to pass along guidance to the other agents on progress.
• Draft business-facing communications related to ongoing Major Incidents for distribution to impacted users.

Skills:

• Proven working experience in providing help desk support
• 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

Education/Certification:

• Associates degree or 2 years of relevant experience in a technical field or customer service environment.
• Certified Help Desk Professional, MCP, MCSE, A+, or certificate in related discipline
• ITIL Foundation V3 or V4 Certification

Experience:

• 2-3 years of Help Desk/Service Desk experience, supporting the following technologies
  • Microsoft Office Suite, Exchange
  • Client-server and web-based applications
  • Remote access and multi-factor authentication technologies

• ServiceNow experience or prior insurance industry experience is a plus

Choose Markel:

Innovative hybrid work model * A diversity and inclusion focused employer * Exceptional base salary and bonus structure * Comprehensive benefits which include PTO, medical, dental, vision, 401K and more * Growth opportunities to advance your career* Ongoing coaching and career development * Fast paced, high performance environment *Profitable Fortune 300 company in business since 1930.

Must be authorized to work in the U.S., and not require sponsorship now or in the future.

"Why work for us?"

Diversity and inclusion
Markel is truly a global and diverse company. We believe that diversity makes us better business partners and that embracing people's differences can bring amazing results and fuel innovation. We have a portfolio of businesses and product lines that operate around the world.

Community involvement
Markel has a rich heritage of supporting communities across the world where our customers and employees live and work. Giving back is part of our history and our future. Our employees share in this philosophy through volunteering, mentoring and fundraising.

Commitment to open doors

Markel is committed to creating the best work environment. Our open-door policy is essential in recognizing business issues as they rise and to address the changing needs of our diverse and global workforce. Challenging management is a component of the Markel Style-some of our best ideas start from a conversation between a manager and an employee.

Entrepreneurial spirit

As the Markel Style states, we pursue excellence, strive for a better way, and share the success of others. Markel associates proactively seek new business opportunities, bringing further success to Markel.