Sr. Service Desk Consultant
Company: The Travelers Companies, Inc.
Location: Spokane
Posted on: February 21, 2021
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Job Description:
Company SummaryTaking care of our customers, our communities and
each other. That's the Travelers Promise. By honoring this
commitment, we have maintained our reputation as one of the best
property casualty insurers in the industry for over 160 years. Join
us to discover a culture that is rooted in innovation and thrives
on collaboration. Imagine loving what you do and where you do
it.Target Openings1Job Description SummaryUses strong analytical
skills, business and technical knowledge to provide operational and
business support for computer systems to various internal and
external customers via phone and non-phone methods related to
Supported Systems. May be looked upon to take on added
responsibilities that will assist in achieving overall team goals
and business initiatives. Proactively seeks opportunities to reduce
costs and improve customer service. Identifies and develops problem
resolution and knowledge database for use by service desk staff.
Assumes ownership for a positive customer interaction for all calls
taken.Primary Job Duties & ResponsibilitiesUses available resources
and industry best practices to determine if system(s) require
corrective action and develops interim alternative work flows when
possible.Actively pursues Help Desk Certification.Assists in
training and coaching less experienced staff.May also assist with
larger, more complex projects as needed.Under minimal supervision
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.May create and/or update
team systems related procedure manuals.Logs customer inquiries in
corporate ticket tool and escalates to IT personnel on an as needed
basis.Recognizes trends in problem tickets.Participants in
identification, evaluation and implementation of system recovery
solutions.May document and/or communicate system changes and
processes to end users.May attend meetings with Manager to help
describe problems that require escalation.May be assigned to
special projects of moderate to high complexity on an as needed
basis.Mentors junior team members and reports on Help Desk
activities.Minimum QualificationsHigh school diploma or equivalent
required.One year of Customer Service or Technology experience
required.Education, Work Experience, & KnowledgeInsurance
Knowledge.Customer Service and/or Help Desk experience.Help Desk
professional designation.Job Specific Technical Skills &
CompetenciesTechnical Knowledge:Demonstrates a solid knowledge of
application systems and of the systems area supporting thebusiness
functions.A strong working knowledge of the systems interfaces with
the business operations work-flow and a conceptual understanding of
the business.Proficient in the use of agency system configurations
and applicationsMaintains a basic knowledge of business trends.Does
not require assistance to perform tasks and can be relied upon to
train less experienced team analysts.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.Has the ability to handle several priority projects at
once and can shift priorities based on business needs.Problem
Solving & Decision Making:Recognizes and analyzes problems of small
to average complexity.Independently considers a variety of
alternative to arrive at a timely and practical solution.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.Is willing to assist immediate management in
project tasks, meeting attendance and peer training and
mentoring.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.Employment
PracticesTravelers is an equal opportunity employer. We value the
unique abilities and talents each individual brings to our
organization and recognize that we benefit in numerous ways from
our differences.If you have questions regarding the physical
requirements of this role, please send us an email so we may assist
you.Travelers reserves the right to fill this position at a level
above or below the level included in this posting.
Keywords: The Travelers Companies, Inc., Spokane , Sr. Service Desk Consultant, Professions , Spokane, Washington
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