What are the responsibilities and job description for the Service Desk Analyst II position at Sompo International Holdings Ltd?
As a leading provider of insurance and reinsurance with worldwide operations and employees in Bermuda, U.S., U.K., Continental Europe and Asia, we recognize that our success is derived directly from those who matter the most : our people . At Sompo International, our values of integrity, collaboration, agility, execution and excellence underpin our culture and our commitment to providing an employee experience that attracts and engages the best talent in the industry. As we continue to grow, we strive to find diverse, innovative and driven professionals to join our teams and offer a broad range of career and development opportunities at all levels, in multiple business areas, in each of our locations throughout the world. Our compensation and benefits programs are market driven and competitive, with excellent family friendly policies and flexible working provisions.
Job Description
Are you looking for your next opportunity?
Sompo has a unique opportunity for a Service Desk Analyst II in our End User Support Services Desktop team.
As a Service Desk Analyst II, you will be responsible for working tickets assigned from our ITSM tool (Incidents & Service Requests). Tasks may include installing, relocating, maintaining, and supporting end user computing hardware and software such as monitors printers, VOIP phones and support software such as PC, mobile devices, printers, telephones, productivity tools (MS office suite) and unified communications (Webex).
Location : This position will be based out of our Morristown, NJ office. We strive for collaboration which is why we offer a work environment where our employees thrive and develop long lasting careers.
Our business, your impact, our opportunity
What you'll be doing :
- Provide second line of support for tickets routed from the ITSM tool or level one (Global Helpdesk) to resolve problems for Information Technology products, services and applications
- Monitor and manage tickets, Resolving Incidents and Fulfilling Service Requests
- Analyze moderate to complex issues and take action to resolve, or route tickets to other IT resolver teams when necessary
- Build the Pre-stage, Image and Install PC's (Desktops and Laptops) and related hardware and software
- Troubleshoot and resolve end user hardware & software problems
- Provide expert level support in troubleshooting desktop peripherals in the environment (mobile devices (iPhones / Androids, peripherals, etc.)
- Process requests i.e. user provisioning, video conference setup, support, and other requests
- Create / Review / Retire documentation : Standard Operating Procedures and Processes for use by GHD and IT desktop support teams and IT end user training content
- Provide support to clients on software and hardware platforms
- Provide support to facilitate / moderate, with host / schedulers, Webex Events / Webinars
- Interface with vendors for service of PCs and related hardware
- Escalate complex issues as defined in standard operating procedures
What you'll bring :
Salary Range : $65,000 - $85,000 Actual compensation for this role will depend on several factors including the cost of living associated with your work location, your qualifications, skills, competencies, and relevant experience.
At Sompo, we recognize that the talent, skills, and commitment of our employees drive our success. This is why we offer competitive, high-quality compensation and benefit programs to eligible employees.
Our compensation program is built on a foundation that promotes a pay-for-performance culture, resulting in higher incentive awards, on average, when the Company does well and lower incentive awards when the Company underperforms. The total compensation opportunity for all regular, full-time employees is a combination of base salary and incentives that gets adjusted upfront based on overall Company performance with final awards based on individual performance.
We continuously evaluate and update our benefit programs to ensure that our plans remain competitive and meet the needs of our employees and their dependents. Below is a summary of our current comprehensive U.S. benefit programs :
In today's world, what do we stand for?
Ethics and integrity are the foundation of delivering on our commitment to you. We believe that core values drive success, and that when relationships are held in the highest regard, there is nothing that cannot be accomplished. At Sompo, our ring is more than a logo, it is a symbol of our promise. Click here to learn more about life at Sompo.
Sompo is an equal opportunity employer and we intentionally value inclusion and diversity. Above all, we want you to work in an environment that respects everyone's unique contributions - we are passionately committed to equal opportunities. We do not discriminate based on race, color, religion, sex orientation, national origin, or age.
Salary : $65,000 - $85,000
