Service Desk Analyst I

IT Service Desk Analyst 1, GlobalService Desk

The Service Desk Analyst 1 is responsible for delivering first-level serviceand support of end-user service requests and computing issues to include, butnot limited to:

  • Internationally offices and call centers
  • All remote and work at home employees
  • External access to internal systems
  • All end-user devices and software that connect to the Asurion network.

The position requires a commitment to end-user satisfaction and experience indriving process improvement.

Summary of Responsibilities:

  • Provide 24/7/365 first level IT support, mayrequire all shift work availability.
  • Work with Asurion end-users to fulfill servicerequests and resolve incidents that have been raised by approved intakemethods, including but not limited to phone and ticket portal.
  • Achieve individual and team goals including quality.
  • Organizes workload to meet deadlines as assigned bythe team leadership.
  • Build and maintain relationships with all IT andapplicable business units.
  • Maintains awareness of the current and forecasted statesof the IT environment.
  • Stay informed of current or changing trends in IToperations including the current and new offered services, policies, proceduresand other external changes that could have an impact on service desk services.
  • Adhere to service desk best practices and process frameworks,such as the ITIL.
  • Maintain the knowledge base repository, improvingend-user satisfaction and reduce costs by increasing first contact resolution.
  • Recommend productivity improvement plans byidentify areas of transforming manual processes into automated or self-servicesolutions.
  • Review and attend training for all current, revisedor new offered services for service execution.
  • Maintains a working knowledge of Asurion's applicationsand system integration
  • Escalates issues to leadership in a timely andappropriate manner.
  • Develops a proficient level of understanding of theAsurion business models.
  • Adheres to all departmental policies, process andprocedures as assigned by the team leadership.

Essential Job Functions:

  • Maintains ITIL-based best practices for Asurion-wideservice desk processes.
  • Capability to support application and use ofsystems, tools, and processes within the scope of the service desk.
  • Maintains a working knowledge of Asurion'sapplications and system integration and is able to escalate appropriately toengage Level 1/2/3 teams for support.
  • Promotes customer satisfaction and quality customerservice.
  • Models Asurion's Core Values.

Experience and Educational Requirements:

  • Associates or Bachelor's degree in Business,Computer Sciences or IT related field (equivalent combination of relatededucation, training, and experience may be considered)
  • Minimum 1 year experience in technical support
  • Basic understanding of ITIL framework, Foundationcertification a plus
  • Relevant IT disciplines or certifications
  • Knowledge of common ticketing tools, ServiceNowtool suite a plus
  • Skill in diagnosing and troubleshooting technicalproblems
  • Good oral and written communication skills

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