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Service Desk Analyst

Apply Location Crewe Requisition Number R-87837

Service Desk Analyst

Remote Working Available

About Assurant:

One of the biggest businesses you’ve probably never heard of has some very big opportunities for people with big ambition. We are Assurant. An innovative Fortune 500 company with 15,000 colleagues around the world, who protect what matters most to over 300 million customers. And whether it’s automotive support, mobile phone and gadget protection or house and business rental insurance, we are always ready to make sure small problems don’t become big issues.

At Assurant, diversity helps us drive innovation in the global marketplace, and we are strong believers in the strategic value of inclusion and how it improves performance, creates growth opportunities, better aligns us to our clients, and enhances employee engagement

A diverse and inclusive Assurant helps us better understand and connect with our employees, clients & customers.  To achieve this, we believe we must reflect the diversity of the customers we serve

The opportunity:

Our continued significant year on year growth means opportunity for everyone. Following the merger of Assurant and The Warranty Group in May 2018, we need a range of professionals who can harness the power of technology to develop the insights, the products and the strategies that will excite our customers, bring our people together and take our business forward. Based in our European HQ in Crewe, every role will help us meet our growth targets and continue to expand our customer base.

About you:

You’ll be working with a team of very like-minded colleagues, you’ll be a decision maker and problem solver. And with access to senior leaders, your career opportunities will grow as you do. Most importantly you’ll be at the start of an ambitious growth period for Assurant across our European businesses. You might be part of a smaller business looking to step-up to the next level. Or, you might be part of a large organisation, but are looking for the next challenge. Whatever your background, this opportunity will help build all our futures.

Role specifics:

The Service Desk Analyst is responsible for providing timely and efficient IT Services & Support for all staff across Assurant Europe. They are responsible for the internal and external customers day-to-day ‘journey’ through IT

Other responsibilities include, but are not limited to;

  • Providing IT services and support to ~1700 users across 12 sites, outsourced business partner locations and 3rd party facilities.
  • Providing follow-the-sun Infrastructure & Cloud services support to all Assurant Enterprise locations.
  • Log all tickets and act as a 1st point of contact for Assurant Europe - manage Service Desk telephone line, mailbox and ticket queue.
  • Ensuring that all own and direct teams incidents and requests are dealt within agreed SLAs.
  • Ensure accurate and detailed recording in IT Service Desk tools.
  • Maintaining and producing documentation for support procedures.
  • Take ownership of incidents & requests, working with SME’s (Subject Matter Experts) to identify root causes, implement fixes and keep customers updated.
  • Escalate tickets where necessary.
  • Cross train other team members where required.

The ideal candidate will have the following skills, knowledge and expertise;

  • ITIL foundation level required
  • Experience of working on a first line IT Service Desk in a multi-site organization of at least 1000 end users.
  • Experience of working in a medium to large IT team for a non-IT company, preferably in the financial or insurance industry.  
  • Must have good technical working knowledge. 
  • Experienced in using, supporting and providing general advice and guidance on;
    • Hardware & software support for desktops, laptops, tablets, AV devices, smart phones and printers.
    • Smartphone and Tablet devices.
    • Active Directory administration (Users and Computers)
    • Microsoft Office 365 suite of applications including SharePoint & Skype for Business.
    • Corporate telephone systems (to perform Moves/Adds/Changes).
    • Network & wireless technologies.
    • Meeting room facilities, including video conferencing systems

To review the full list of responsibilities and requirements, please download the job description which can be found on our careers website

The call to action:

At Assurant, we’re very big on supporting you to be the best you can be. And from flexible working to healthcare support, from training and development to a range of rewards, what matters to you, matters to us. If you’d like to talk about big finance opportunities with the biggest business you’ve probably never heard of - apply today!

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Meet Our People

Ignacio D. - Senior Operations Analyst

Whether I'm working with people in Argentina or Chile or Miami, we all feel like we're part of the same company. And within my own group, we share ideas and analyze as a team - and drive for change, for improvements. We'll show each other how we do things and lend advice.

I also enjoy the focus on work-life balance - in the workplace, we're offered exercise classes or stretching classes with a trainer, for example. I've had the flexibility to take classes and training. And, we have the opportunity to give back to the community through events held throughout the year.