Reporting to the AVP IT Global Services Manager, the Desktop Support will be responsible for delivering timely solutions to Allied World and its clients. The Desktop Support will be responsible for handling all cross border requests and administration tasks to ensure effective operations of the IT environment.
Strong technical ability in identifying, analyzing and resolving client problems and concerns associated with office automation, equipment, hardware and software, to the client’s satisfaction.
Configures, installs, and connects computer and network hardware so that users will be able to perform business activities in accordance with management's intentions.
Work with IT Global Services manager and IT staff to prioritize, escalate and manage open incidents based on priority and resource availability.
Creates / documents helpdesk tickets for all reports of information systems problems including system unavailability, unacceptable response time, unauthorized access, missing files, and virus infections.
Willingness to contribute to the ongoing improvement of the Help Desk function.
The ability to independently follow existing processes and procedures.
Immediately notifies the IT Global Services Manager if an information security incident meets the escalation criteria established by the team.
Remains familiar with the current AW organizational structure and the information systems related activities performed by other organizational units.
Remains familiar with the current version of information security policies and procedures so that quick answers to users with simple questions can be provided. More complex questions should be referred to the IT Services Manager.
Prepares and updates reference documentation so that others working on the Help Desk can quickly and practically respond to users reporting difficulties and problems. These documents are or can form part of a standard operating procedure.
Resets fixed passwords, reinstalls virtual private network (VPN) software, and otherwise re-initializes user access control mechanisms, after the involved user has adequately authenticated his or her identity.
Reviews logs, audit trails, and other shared information systems records indicating the activity that took place, and as necessary, promptly notifies others of unusual or suspicious events.
Maintains the physical security of all information systems equipment contained in data centers, permitting only authorized personnel into the facility, and as necessary supervising the activities of outsiders such as vendor maintenance staff .
Attends classes, reads manuals, and otherwise becomes familiar with the user perspective needed to operate computers, networks, and other information systems utilized at AW.
Responsible for desktop/laptop image, which includes preparing, testing and deploying operating systems.
Work extended hours/weekends and holidays as needed. Available for early morning and evening Helpdesk coverage as assigned.
Responsible for all desktops peripherals which include but are not limited to telephones, desktops computer + components, printers (both local and network.)
Provide user side support for System Administrators and Global Engineer.
Responsible for initiating and monitoring service calls with external vendors through to completion.
Raise and seek management approval for hardware orders which include but not limited to printers/phones/backup tapes- media/toners/Blackberries.
Must maintain positive and productive attitude.
Foster cooperation among team members including assisting with high priority calls or peak workload.
Must have an Associated Degree in Computer Science or Equivalent.
A minimum of 2 years’ experience in similar support role.
A solid foundation and understanding in the relevant IT industry.
A+, MCDST, MCP certification preferred.
Windows XP, Windows 7, and Microsoft Office products a must
Imaging software such as Ghost, and knowledge of Service Now would be a plus
Scriptlogic, Active Directory administration, Group Policy skills and Exchange 2010 skills would be an asset
Ability to work well with people from different disciplines with varying degrees of technical abilities.
Possess systematic, disciplined and analytical approach to problem solving
Self-starter and ability to multi-task the workday around assigned activities and prioritize with minimum supervision.
Excellent verbal and written skills.
Strong communication and interpersonal skills.
Allied World Assurance Company - 22 months ago