Help Desk Analyst
Assurant - Woodbury, MN

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Assurant is a premier provider of specialized insurance products and related services in North America and select worldwide markets. The four key businesses -- Assurant Solutions, Assurant Specialty Property, Assurant Health, and Assurant Employee Benefits -- partner with clients who are leaders in their industries and build leadership positions in a number of specialty insurance market segments in the U.S. and select worldwide markets. The Assurant business units provide debt protection administration; credit-related insurance; warranties and service contracts; pre-funded funeral insurance; lender-placed homeowners insurance; manufactured housing homeowners insurance; individual health and small employer group health insurance; group dental insurance; group disability insurance; and group life insurance.

Assurant, a Fortune 500 company and a member of the S&P 500, is traded on the New York Stock Exchange under the symbol AIZ. Assurant has approximately $27 billion in assets and $8 billion in annual revenue. Assurant has approximately 14,000 employees worldwide and is headquartered in New York's financial district. .

As a Help Desk Analyst at Assurant you will:
  • Perform all aspects of call handling and problem resolution
  • Log and tracks all calls using the problem management technology
  • Be responsible for escalating calls as appropriate
  • Ensure eventual resolution of the incident
  • Track incidents, document problems and solutions
  • Record all activity and communications regarding problems
  • Serve as the resident expert on one or more technologies or functions supported in the Assurant environment in order to help other analysts keep up-to-date on changes in technology, systems, and processes
  • Provide technical problem identification and resolution to maintain Assurant work productivity
  • Classify problem calls and document technical trouble shooting and/or solutions in the problem management system to provide information for IT quality improvement
  • Future solution assistance
  • Reduce call duration
  • Follow-up on all open problems
  • Use knowledge of available resources for problem determination
  • Product enhancements and other technical issues

Required skills/experience
  • 2 - 3 years of Help Desk experience and the ability to thrive in a dynamic and complex environment
  • Strong customer service orientation and excellent trouble shooting and analytical skills
  • Excellent verbal communication skills, both via phone and interpersonal
  • Excellent writing skills, including technical writing and general understanding of client server environments
  • Knowledge and experience with Windows operating systems (Windows 2000, XP)
  • Experience with email software (Outlook, GroupWise) and of internet and intranet environments
  • Knowledge and experience with Microsoft Office Suite (Word, Excel, Access and PowerPoint)
  • Knowledge and experience with Lotus Notes and an understanding of multiple LAN environments
  • Listens actively and interprets the situation regardless of the customer's level of technical expertise
  • Handles customer requests, questions and complaints respectfully, effectively, and responsively
  • Provide consistent and reliable customer service and strive to reduce call duration
  • Maintains good working relationships with customers via frequent interaction and appropriate communication
  • Works regularly and effectively with management team and peers to improve overall teams' performance and customer service
  • Is dedicated to providing the highest quality services that meet the needs of the customer
  • Takes responsibility and is prepared for backup and on call duties, on a rotating basis
  • Procedures are located in on-line documentation (OD)
  • Meets on-call deadlines as documented in on-call procedures
  • Follows appropriate on-call procedures
  • Understands remote tools and technology and uses correctly
  • Participate as Help Desk representative on assigned projects in order to establish support process and expertise for new Assurant products and technologies
  • Flexible hours required - Analyst will have an assigned shift, but must be willing to work alternative shifts when requested
Desired skills/experience
  • Knowledge of print connectivity a plus
  • Knowledge of remote access software solutions (VPN)
  • Mainframe knowledge (CICS, TSO, IMS/DB2/JCL)
  • Bilingual (Spanish and English) a plus
We offer comprehensive benefits to full time and part time employees including medical, dental, STD, LTD, life insurance, 401(k), pension, generous paid time off and much more.

Assurant is an Equal Employment Opportunity employer. All aspects of consideration for employment and employment with the Company are governed on the basis of merit, competence and qualifications without regard to race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, or any other category protected by federal, state, or local law.

To learn more about our current opportunities and apply online, please visit:

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Requisition Number: 30346

About this company
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Assurant, Inc. (Assurant) is a holding company. Through its subsidiaries, it is engaged in providing specialized insurance products and...