Service Desk Analyst #10718

ECCO Select is a talent acquisition and consulting company specializing in people, process and technology solutions. We provide the talent behind the technology enabling our clients to achieve their goals. For more information about ECCO Select, visit us at www.eccoselect.com.

Position Title: Service Desk Analyst I

Essential Functions: Tasks, duties and responsibilities that are fundamental to the job. Including regular full-time attendance and other duties may be assigned. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily with or without reasonable accommodation.

· Provides first-tier support of software applications, data, products, and services to state regulators, insurance producers, insurance company representatives, consumers, and staff while working closely with internal technical support staff and other internal business partners as well as with external technical staff at the state departments of insurance.

· Work directly with customers to provide timely and accurate technical and business problem support via phone calls, email, chat and Slack messages. Timely documentation in the Jira Service Desk Ticketing system.

· Assigns and maintains access privileges (assignments) to software applications for external user accounts including but not limited to staff working for the state departments of insurance and insurance companies. Provides user access administration including password resets and unlocking accounts.

· Maintains confidentiality of private information including but not limited to social security numbers, driver’s license numbers, credit card information, passwords and other private/confidential information if received during the course of business. Immediately reports any misuse of this information to management.

Supervisory Responsibilities:

None.

Education and/or experience required:

Associates Degree (A.A.) or equivalent from a two-year college or technical school; or six months to one year related experience is required. 1+ year(s) of call center / phone support experience required.

Skills and Abilities:

· Knowledge of how to use web browsers and computer software. Familiarity with Jira and Jira Service Desk is preferred.

· Excellent verbal and written communication skills.

· Excellent interpersonal and customer service skills.

· Strong analytical and problem-solving skills.

· Proficient with Microsoft Office Suite or related software.

· Ability to troubleshoot and explain technical problems to nontechnical customers.

· Effective time management, communication, and customer service skills.

· Ability to work collaboratively and multitask in a fast-paced environment.

· Ability to work and manage time to complete assigned tasks/projects.

Must comply with all organization policies and rules contained in the Employee Handbook. Must become familiar with and abide by all the organization’s policies, including but not limited to Anti-Harassment, Anti-Retaliation, Diversity and Anti-Discrimination, Professionalism, and the Acceptable Use Policy. Must maintain regular and acceptable attendance at such level as is determined in the organization’s sole discretion.

Licenses, certificates, Registrations:

None required

Communication Skills:

Ability to read, write and interpret documents such as reports, procedural manuals, policies, instructions, and business correspondence/memos. Ability to effectively communicate with customers and fellow employees at all levels.

Physical Demands/Work Environment:

While performing the duties of this job, the employee is regularly required to sit; use hands to handle, or feel objects, tools, or controls; and talk and hear. The employee frequently is required to reach with hands and arms. The employee is occasionally required to stand and walk. The employee is required to use a telephone and/or telephone headset. Specific vision abilities required by this job include close vision.

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

ECCO Select is committed to hiring and retaining a diverse workforce. Our policy is to provide equal opportunity to all people without regard to race, color, religion, national origin, ancestry, marital status, veteran status, age, disability, pregnancy, genetic information, citizenship status, sex, sexual orientation, gender identity or any other legally protected category. Veterans of our United States Uniformed Services are specifically encouraged to apply for ECCO Select opportunities.

Equal Employment Opportunity is The Law

This Organization Participates in E-Verify